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Regional IT Support Manager

1 month ago

Dallas, Texas, United States Crescent Solutions Full time
Job Title: Regional IT Technician Supervisor

We are seeking a highly skilled and experienced Regional IT Technician Supervisor to lead our team of IT Technicians in Texas. The ideal candidate will have a strong technical background, excellent leadership skills, and a passion for delivering exceptional service.

Key Responsibilities:
  • Manage and lead a team of IT Technicians across multiple locations, fostering a culture of teamwork, accountability, and integrity.
  • Elevate service delivery standards in the region by focusing on SLA adherence, metrics management, and data analysis within the Service Desk.
  • Act as the primary escalation point for IT Technicians, providing support and expertise in addressing complex issues.
  • Optimize and coordinate activities for IT Technicians to ensure effective solutions and high end-user satisfaction.
  • Assign responsibilities and provide training to IT Technicians on managing common technical issues, and mentor emerging IT professionals to foster their growth.
  • Provide hands-on technical support and troubleshooting assistance to end-users, addressing hardware, software, and network issues.
  • Develop and deliver training programs to enhance Service Desk literacy and productivity, maintaining optimal metrics and a low ticket count.
  • Contribute to developing and implementing IT standards, procedures, and policies, ensuring compliance and adherence to best practices.
  • Prioritize incidents effectively, especially when workload exceeds available staffing capacity.
  • Champion transparent and honest communication within the IT team, promoting adherence to the company's core values.
  • Stay abreast of emerging IT technologies and trends, identifying potential benefits for the team and ensuring a forward-looking approach to technology adoption.
  • Prioritize security and compliance standards across all team functions.
  • Engage in collaborative partnerships with vendors and service providers to expedite problem resolution and ensure the seamless delivery of technology services.
Qualifications:
  • Strong technical background with extensive knowledge of computer technologies, network environments, and ITIL processes.
  • Proven experience in managing IT teams across multiple locations.
  • Robust leadership skills with a compassionate and enthusiastic approach.
  • Excellent communication, organizational, and problem-solving skills.
  • Commitment to maintaining high standards of service and fostering a positive work environment.