IT Support Manager
7 days ago
The role involves planning, organizing, and directing the Service Desk-related activities and personnel ensuring high availability and support for all IT-related services.
About Encore Technologies:
Encore Technologies has been named one of the fastest-growing companies and Tech Company of the Year by the Cincinnati Business Courier. We are a comprehensive IT support provider focused on solving business challenges with innovative solutions.
Our mission is to serve as a long-term trusted advisor to help develop and support our customers' strategic and transformative initiatives.
Job Responsibilities:
- Oversee all IT service-related efforts of a team of 3 – 5 including desktop, laptop, related hardware and software, procurement, and mobile devices.
- Perform annual employee appraisals and coaching as needed.
- Establish, refine, and implement industry best practices for Service Desk operations.
- Manage the support for all end-user IT-related hardware and applications.
- Review incidents to ensure proper escalation procedures are being followed.
- Keep the leadership team informed and recommend resolutions.
- Coordinate with appropriate managers and departments throughout the organization to ensure services provided are as transparent as possible and meet the needs of the organization.
- Manage IT Service Desk efforts including evaluations, recommendations, resource planning, control, and status reporting.
- Supervise and monitor the performance of all IT service desk staff.
- Provide technical training, professional counseling, and mentorship to all team members contributing to service efforts.
- Respond to customer service requests in a timely and efficient manner.
Requirements:
- Associate degree in computer science or two years of relevant experience.
- 3+ years of experience working at the Service Desk or related work experience including some supervisory experience.
- Experience in a Service Support Leadership position.
- Excellent communication and leadership skills.
Estimated Salary: $60,000 - $80,000 per year based on location and experience.
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