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IT Operations/Support Manager
4 weeks ago
This position will be over all IT systems infrastructure, vendor management (SLA/ service agreements), contract administration and negotiation, and related hardware/ software products. Will be managing a team of 4.
Essential Duties
- Technical manager focused on leading the support engineers in providing hands-on IT Support to the organization as well as working with the IT Team to deliver on secure, reliable IT Infrastructure and support.
- This role will lead:
- Tier 1 and upwards desktop support for all IT deployed IT devices (laptops, pc’s, servers, printers etc).
- Frontline IT support for our retail locations for workstations, A/V, POS etc.
- Management of end user accounts for AD, M365, & other identified systems.
- Frontline support for our A/V systems.
- Support for other Collaboration & Communication tools (Teams, SharePoint Online etc.)
- Support for Network, Servers & Storage as needed.
- Research Emerging and new technologies to evolve our IT environment.
- Delivery of enterprise projects as determined by senior IT Leadership.
- Continuously improves their own technical knowledge and skillset and develops staff through webinars, on-line and off-site training and by reading related periodicals.
- Maintains a positive and professional attitude when interacting with clients and colleagues.
- Demonstrates a high level of organizational sensitivity when addressing issues which require tact and confidentiality.
- Searches for opportunities for process improvement and takes steps to bring about positive change.
Education Requirements
Bachelor's Degree in Information Systems/Technology or Computer Science, required. Technical certifications, preferred.
Qualifications
- Must have 5-8 years experience in Windows desktop support
- Must have 3 years experience in the management/supervision of IT staff
- Must possess excellent communication skills, both written and verbal
- Excellent customer service skills
- Knowledge of ticketing systems.
- Ability to work in a fast-paced environment and prioritize organizational needs.
- Must be able to travel 10-15%
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