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IT Support Manager

3 months ago

Tallahassee, United States SherlockTalent Full time

Job Title:IT Support Manager Location:Coral Gables, Florida, hybrid onsite 2 days a week Job Type:Perm Full-Time Salary:$85K-$95K + Bonus Job#:7281

We are seeking an experienced and dynamic IT Support Manager to join our team. As the IT Support Manager, you will lead a team of skilled IT professionals and be responsible for ensuring the smooth operation of our IT systems and delivering exceptional technical support to our employees and customers. If you are a hands-on leader with a strong technical background, excellent problem-solving skills, and a passion for delivering outstanding customer service, we want to hear from you

Responsibilities:

Manage and lead a team of IT support specialists, technicians, and analysts, providing guidance, mentorship, and performance evaluations.

Serve as an escalation point for complex technical issues, investigating and resolving critical incidents or problems promptly and effectively.

Oversee the IT support ticketing system, ensuring timely and efficient handling of incidents, service requests, and inquiries.

Establish and maintain service level agreements (SLAs) with internal departments or external clients, monitoring performance and taking corrective actions when necessary.

Identify training needs and provide ongoing training and development opportunities to the IT support team.

Develop and enforce IT support policies, procedures, and standards, ensuring compliance with security and data protection regulations.

Collaborate with vendors and third-party service providers to ensure the availability of necessary hardware, software, and infrastructure on dozens of asynchronously connectedfloating company locations around the world.

Collaborate with the IT management team to plan and execute IT projects related to support services, ensuring successful implementation and delivery.

Identify opportunities for process improvements, automation, and the adoption of new technologies to enhance IT support services.

Qualifications:

Bachelor's degree in information technology, computer science, or a related field (or equivalent experience).

Proven experience in managing an IT support team.

Strong technical knowledge across a range of IT systems and technologies.

Excellent problem-solving and troubleshooting skills.

Solid understanding of IT service management (ITSM) frameworks and best practices (e.g., ITIL).

Familiarity with incident management and ticketing systems.

Strong leadership and team management abilities.

Effective communication and interpersonal skills.

Ability to work well under pressure and handle multiple priorities.

Knowledge of security and data protection principles.

Project management skills and experience.

IT certifications (e.g., CompTIA A+, ITIL Foundation, Microsoft Certified: Azure Administrator) are desirable.

Join our team and be a part of an exciting organization that values innovation, collaboration, and professional growth.

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