IT Support Manager

3 weeks ago


St Petersburg, United States General Dynamics - Ordnance and Tactical Systems (FL,TX,VA, IL) Full time
Job Summary:

We are seeking a highly skilled IT Support Manager to oversee our IT Support team and ensure top-notch service delivery to all users. The successful candidate will be responsible for managing service desk operations, leading support staff, and implementing best practices to achieve service level requirements and performance goals.

Key Responsibilities:

* Supervise all aspects of the organization's technical help desk, ensuring effective support and computer-related resources are provided to users when required.
* Provide mentoring and leadership to the team, developing and optimizing processes to achieve service level requirements and performance goals.
* Establish policies and procedures that produce high-quality service to internal customers, identifying and implementing help desk systems and tools to identify, document, track, and resolve reported problems.
* Review key metrics to analyze the help desk performance and identify problem areas, managing resource planning and decision-making to align help desk activities, strategies, and initiatives to support and enhance the objectives of the organization.

Requirements:

* Associate's Degree and 5-7 years of experience in help desk management, issue resolution, process optimization, solution delivery, upgrades management, vendor management, technical project management, performance metrics, and IT help desk software.
* Proficient in MS Office (Excel, Word, PowerPoint) and ability to work primarily in a climate-controlled environment with minimal safety/health hazard potential.

What We Offer:

* Competitive salary and benefits package
* Opportunities for professional growth and development
* Collaborative and dynamic work environment
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