IT Support Manager

4 weeks ago

Houston, United States Ledgent Technology Full time

Job Summary

The IT Manager will lead the IT Support team ensuring it provides a high level of customer service and timely technical support for moderately complex end-user computer and software issues to ensure end-user productivity. This position is responsible for supporting the installation, configuration and ongoing functionality of desktop computers, peripheral equipment and software with general supervision and within established standards and guidelines. Holds overall responsibility for IT Service Management and monitoring performance of IT support using industry standard KPIs.


Essential Duties and Responsibilities:

  • Manage and lead a team of IT Support staff
  • Deliver regular performance reviews, which include regular communication with Supervisor
  • Resolve escalated customer issues or liaise with those outside of service desk to do so
  • Work closely with the IT organization to develop best practices and processes.
  • Maintain a high level of employee morale within the team
  • Resolve customer feedback issues with the highest of care
  • Intake of project requests for helpdesk and customize support
  • Analyze issues that impact the team and overall business objectives.
  • Develop and demonstrate an understanding of customer and business needs
  • Maintain budget for department
  • Assist in the professional and technical development of IT Support Coordinators & Team Supervisor Participate and assist in driving the knowledge management process
  • Participate in the hiring process including interviews, setup, and training.
  • Ensure department policy adherence.
  • Insuring that the helpdesk has adequate resources to be successful.
  • Other tasks as assigned.

Knowledge, Skills & Abilities:

  • Strong customer service orientation
  • Possess a positive and proactive attitude towards customer support and desire to help people
  • Working knowledge of MS Office 365, Windows, Android and iOS
  • Thorough understanding of helpdesk operations, IT best practices, industry trends and customer service
  • Good team leader, experience of training staff and leading by example
  • Ability to communicate effectively at all levels of the organization over the telephone and face to face Working knowledge of MAC, PC, Office 365, Exchange, Active Directory and cloud technology
  • Excellent written and verbal communication skills (English)
  • Ability to work under pressure to meet targets and deadlines
  • Excellent time management and organizational skills and the ability to react to changes requiring re-prioritization of workload Experience in working within a distributed matrix organization of a global enterprise
  • Sharp mind-set and capability for analysis and judgment
  • Should possess an interest in technology, computers and mobile devices
  • Prior experience with hardware/software installation & configuration preferred

Qualifications:

  • Bachelor's Degree Preferred but not required
  • At least 3 years' experience managing direct reports
  • A+, Network + or Security+ Certification preferred
  • Must be at least 18 years of age
  • Must be authorized to work in the United States without sponsorship
  • Must be able to pass a pre-employment background check and drug test

Desired Skills and Experience

Management

Customer Service

Office 365

Active Directory

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