Information Technology Support Manager

1 week ago

houston, United States Request Technology, LLC Full time

IT Support Manager

Salary: Open + Bonus

Location: Houston, TX

On-site: 5 days/week

Travel: Once a quarter to Austin/Dallas

*We are unable to provide sponsorship for this role*


Qualifications

  • Bachelor’s Degree or work equivalent.
  • A high level of proven management experience in a professional services environment.
  • A high level of proven experience leading Firmwide organizations.
  • Strong Technical Background.
  • Strong verbal and written communication skills.
  • Excellent People skills and ability to work will all levels of staff.
  • Knowledge of desktop computing environment and troubleshooting techniques of hardware and software issues.
  • Knowledge and the ability to support Microsoft operating system, Suite, and 365 including networking component, hardware, peripheral devices.
  • Knowledge in remote meeting platforms including Zoom, WebEx and Skype for Business.
  • Knowledge of ticketing applications.
  • Proficient in Windows 10/11 OS and core application suite; including the Microsoft Suite.
  • Intermediate knowledge of Remote Computing; including Zoom, WebEx, Skype for Business, and Citrix.


Preferred

  • Law Firm industry experience, managing a help desk or desk side.
  • Audio Visual experience.


Responsibilities

  • Develop and manage Operating Level Agreements (OLA’s) as well as client Service Level Agreements (SLA's) across entire Technology Services organization with respect to technology support.
  • Manage and oversight of recruiting, hiring, performance, and professional skill development for entire their Technology Support organization.
  • Intermediate PC troubleshooting and assists other team members in troubleshooting and diagnosing issues.
  • iOS setup and troubleshooting.
  • Documents new findings, solutions, and processes.
  • Define and implement the processes that drive the Service Delivery in accordance with ITIL best practices.
  • Adheres to use of call ticketing system for each incident (e.g., request, issues, etc.).
  • Understands and follows ticket ownership guidelines and system usage.
  • Adheres to written procedures, checklists and all quality control associated with project rollouts.
  • Participates in projects, tasks, or issues to ensure they are completed.

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