IT Support Manager

3 weeks ago

Birmingham, United States MAU Workforce Solutions Full time

Expand your professional career as a Systems Support Manager. As a Systems Support Manager, you will be responsible for managing a team of application and IT systems support professionals. This position entails overseeing the support ticket queue and coordinating with team members to delivery efficient technical assistance to employees and clients. This role demands a thorough understanding of modern IT processes and technology, a keen attention to detail, and the ability to inspire a team towards delivering excellent service. REQUIREMENTS Proven experience in managing a team of systems support professionals Minimum of 7 years' experience in technology support with at least 3 years in a leadership role Strong technical knowledge and hands-on experience supporting IT infrastructure, hardware, software, and networks Familiarity with Microsoft-based IT service management (ITSM) principles and ticketing systems Proficiency in configuring, maintaining, and troubleshooting Microsoft operating systems and applications Proficiency with Microsoft Azure (PaaS and IaaS resources) highly desired Excellent problem-solving skills and the ability to prioritize and manage multiple tasks in a dynamic environment Exceptional communication and interpersonal skills to interact effectively with employees at all levels of the organization Knowledge of IT security practices and regulatory compliance is a plus Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience) Ability to frequently stand, walk, and sit Ability to work virtually and in an office environment Ability to extend and work varying work - at least 40 hours per week, some nights, weekends, and holidays required Ability to frequently use computer equipment and telephone Ability to work in a fast-paced, changing, multi-tasking environment RESPONSIBILITIES Lead, mentor, and manage a team of systems support professionals, promoting a collaborative and motivated work environment. Provide guidance and training to enhance the team's technical skills and customer service capabilities Oversee the management of the support ticket queue, ensuring tickets are promptly assigned, prioritized, and resolved in accordance with predefined service level agreements (SLAs) Offer hands-on technical support to employees, resolving hardware and software issues, and addressing technical problems with efficiency. Act as an escalation point for complex or high-priority incidents, driving their resolution and minimizing downtime Supervise the incident and problem management processes, ensuring accurate incident logging, tracking, and resolution. Identify recurring issues, initiate root cause analysis, and implement preventive measures to enhance system stability Collaborate with relevant stakeholders to manage and maintain the company's IT infrastructure, including servers, networks, and software applications. Oversee equipment procurement, upgrades, and replacements as needed Develop and maintain comprehensive documentation on IT systems, processes, and procedures. Regularly update knowledge base articles and user guides to facilitate self-service and empower employees to resolve common issues independently Work with external vendors and service providers to ensure timely and effective delivery of IT services. Collaborate with internal stakeholders, department heads, and management to understand their system support needs and provide appropriate solutions Implement and enforce IT security policies, procedures, and best practices to safeguard company data and systems. Stay current with industry trends and emerging technologies, recommending and implementing security enhancements as necessary Perform other tasks as assigned

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