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Manager, IT Support

2 months ago

Del Mar, United States OCVIBE Full time
A great experience starts with you

Join our team to help create and develop the future of live entertainment and sports in Orange County

Once you've had a chance to explore our current open positions, apply to the ones you feel best suit you, as an applicant, you can always see your application status in your profile.

Mission: To enrich the lives in our community through shared experiences, welcoming spaces, and responsible actions.

Vision: We will be the social and entertainment center of Orange County - a place where the cultural kaleidoscope of the region converges and connects. Our vibrant, rich collection of experiences will celebrate the diversity of our community.

Values: Be Safe | Do the Right Thing | Be Generous | Include Everyone | Make it Easy | Be Bold

Job Title:
Manager, IT Support & Operations

Pay Details:
The annual base salary range for this position in California is $130,000 to $150,000 per year. The starting pay for the successful candidate depends on various job-related factors, including but not limited to the candidate's geographic location, job-related knowledge, skills, experience, education/training, internal value, peer equity, external market demands, and organizational considerations.

The Manager, IT Support & Operations is responsible for serving as the hands-on technical point of contact, providing direct support to end users. This role leads the daily operations of the IT Support team, including team member development, and serves as the escalation point to technical resources within the IT department. The primary responsibility of this position is to ensure all end-user technology for H&S Ventures employees is maintained and available 24/7. This position works in a team environment responsible for troubleshooting end-user issues on various SaaS applications, software, hardware, network, and telecommunication systems. This position is onsite.

Responsibilities
  • Manage, lead, and develop IT support and operations staff
  • Lead IT support operations including ITSM, End User Support, Experience, and Asset Management
  • Lead concierge-level VIP support for executives (C-Suite), including offsite support
  • Increase customer satisfaction and improve the user experience
  • Ensure operational services are in alignment with support objectives
  • Continuously improve technical and operational support processes
  • Assist end users with requests, incidents, troubleshooting and resolving SaaS, hardware, software, and networking issues
  • Conduct research to understand, explain, and resolve technology issues
  • Communicate updates to users that have been or may be affected by a problem
  • Support and troubleshoot AV systems for conference rooms
  • Diagnose, troubleshoot, and resolve local/remote issues
  • Follow up with users to ensure their systems are functional
  • Report customer feedback and potential IT service improvements
  • Help create and maintain Knowledge Base, technical documentation, and manuals
  • Manage OS builds and images
  • Assist with keeping endpoints patched and updated with secure configurations
  • Other duties as assigned
Skills
  • BA/BS degree and 4-6 years' relevant experience OR equivalent combination of education and relevant experience
  • Experience with Power Automate
  • Strong Experience supporting M365 Platform
  • Strong Experience with Active Directory, Exchange, Azure, User and Resource Management
  • Strong Experience with SharePoint
  • Experience with Apple macOS
  • Strong hands-on experience with Windows/Mac/iOS and Android OS environments
  • Project Management certifications or experience a plus
  • Knowledge of network security practices, patching, and anti-virus programs
  • Must be comfortable in a multi-vendor environment
  • Microsoft and CompTIA Certifications a plus
  • Customer-oriented attitude
  • Excellent problem-solving, communication, organization, and multitasking skills
  • Able to work extended hours and weekends as needed
  • Able to perform remote troubleshooting and provide clear instructions
  • Able to travel up to 15% for planned projects or support to remote sites as needed


JM2024

Company:
H&S Ventures, LLC

Our Commitment:

We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and team members without regard to race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, parental status, military service, medical condition or any protected category prohibited by local, state or federal laws. We are firm believers that diversity and inclusion among our team members are critical to our success, and we seek to recruit, develop, and retain the most talented people from a diverse candidate pool.

Thanks for your interest in becoming part of ocVBE