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IT Support Manager

2 months ago

West Fargo, North Dakota, United States Titan Machinery Full time

Position Overview:


This role entails overseeing a dedicated team of IT support specialists, ensuring that exceptional customer service and technical assistance are delivered to Titan Machinery staff.

Collaborates with the team to diagnose and rectify technical issues related to software, hardware, network systems, and other technological equipment.

Key Responsibilities:

This position is ideal for individuals who can:
  • Oversee IT help desk operations, manage projects, and supervise help desk staff.
  • Uphold superior service standards across all help desk functions by ensuring quality and customer satisfaction.
  • Troubleshoot and resolve issues with hardware, software, network systems, and other devices, conducting thorough research to identify solutions.
  • Provide support both over the phone and in person.
  • Assist with desktop and laptop computers, as well as Android and iOS mobile devices.
  • Handle computer repairs, configurations, deployments, and track IT assets.
  • Support Office 365 applications, mobile plans, printing solutions, VOIP telephony, and shipping software.
  • Configure and manage help desk software as necessary.
  • Administer basic data center hardware and software.
  • Establish, develop, and monitor quality and service metrics for calls and tickets.
  • Analyze and address quality and customer service challenges.
  • Define and implement severity levels along with associated service level agreements (SLAs).
  • Document all support interactions, including resolution steps.
  • Create and update documentation and knowledge base resources.
  • Participate in an on-call rotation.
  • Engage in the evaluation of new hardware and software solutions.
  • Facilitate and contribute to the design of strategic IT initiatives.
  • Collaborate with System Administrators to resolve complex and recurring technical issues.
  • Coordinate with System Administrators to deliver necessary updates and patches.
  • Assess and enhance IT processes and user experiences related to IT.
  • Provide training to users on computer and phone usage, along with other relevant processes.
  • Travel to various locations to install and configure computer hardware and software as required.
  • Adhere to all company and IT department procedures.
  • Identify and implement process improvements in daily operations.
  • Follow all safety protocols while executing work tasks.
  • Perform other duties as assigned.

Qualifications:

Required:
  • A minimum of 5 years of experience in user support and troubleshooting hardware, software, network systems, or related military experience.
  • Proficient in managing and resolving frequent interpersonal conflicts.
  • Ability to thrive in a fast-paced, high-pressure work environment.
  • Capable of managing multiple requests simultaneously and prioritizing tasks based on urgency.
  • Respond quickly, accurately, and professionally to demands from customers and employees.
  • Willingness to travel occasionally, including overnight stays, and work flexible hours.
  • Exemplify Titan Machinery's Core Values.
  • Strong attention to detail, initiative, and the ability to work independently.
  • Ability to collaborate effectively within teams and independently.
  • Proven capability to handle highly confidential and sensitive information.
  • Demonstrated analytical and problem-solving skills.
  • Effective time management and multitasking abilities.
  • Ability to build and maintain effective relationships with diverse personalities.
  • Exceptional customer service skills.
  • Strong written and verbal communication skills.
  • Experience in system implementation and/or integration.

Preferred:
  • Associate's Degree.

Compensation and Benefits:

Titan Machinery offers a comprehensive compensation package that includes:

  • Health Insurance - Titan covers the premium for single coverage.
  • Dental Insurance - Titan covers the premium for single coverage.
  • Vision Insurance - Optional.
  • Paid Time Off (PTO) starting from the first day of full-time employment.
  • 401(k) with company matching from the first day of employment.
  • Health Savings Account (HSA) - up to $1500 tax-free each year, contributed by Titan Machinery.
  • Parental Bonding Leave.
  • Pregnancy-Related Leave.
  • Performance-based incentives.
  • 7 Paid Holidays.
  • Competitive wages.
  • Paid Long-term Disability Insurance.
  • Paid Basic Life/AD&D Insurance.

Optional Insurance Products:
  • Life/AD&D Insurance, Short Term Disability, Accident & Critical Illness, Identity Theft Protection.
  • Flexible Spending Account (FSA) for eligible expenses and dependent care costs.
  • Employee Discounts at Titan Machinery and various partners.
  • Titan Paid Employee Assistance Program (confidential counseling, legal advice, and more).
  • Titan Paid Bereavement Leave.
  • Ongoing Professional Training Opportunities.
  • Tuition Assistance for educational/professional growth.
  • Paid time for community volunteer activities.
  • Paid Time Off for Volunteer Firefighter/EMT duties.
  • Titan Uniform/Branded Apparel Program.

Titan Machinery is an Equal Opportunity / Affirmative Action employer. Women, Minorities, the Disabled, and Veterans are encouraged to apply.