IT Support Manager

1 week ago

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

Position Summary:


This role entails overseeing a team of IT support professionals while ensuring top-notch customer service and technical assistance is delivered to Titan Machinery staff.

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

Key Responsibilities:

  • Manage IT help desk inquiries, projects, and supervise help desk staff.
  • Ensure exceptional service across all help desk functions by upholding quality and customer service standards.
  • Troubleshoot and resolve issues with hardware, software, network systems, and other equipment, conducting 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 IT asset tracking.
  • Support Office 365 applications, mobile plans, printing services, 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 SLAs.
  • Document all support interactions, including resolution steps.
  • Create and update documentation and knowledgebase resources.
  • Participate in on-call rotation.
  • Engage in the evaluation of new hardware and software.
  • Facilitate and contribute to the design of strategic IT solutions.
  • Collaborate with System Administrators to resolve complex and recurring issues.
  • Coordinate with System Administrators to ensure timely 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 related processes.
  • Travel to locations as needed to install and configure computer hardware and software.
  • Adhere to all company and IT department procedures.
  • Identify and implement process improvements in daily operations.
  • Follow all safety protocols while performing job duties.
  • Other responsibilities as assigned.

Qualifications:

Required:
  • At least 5 years of experience in user support and troubleshooting hardware, software, network systems, or related military experience.
  • Ability to manage and resolve frequent interpersonal conflicts.
  • Capability to thrive in a fast-paced, high-pressure environment.
  • Skill in managing multiple requests simultaneously and prioritizing tasks based on urgency.
  • Ability to respond promptly, accurately, and professionally to requests from customers and employees.
  • Willingness to travel occasionally, including overnight stays, and work flexible hours.
  • Exemplifies Titan Machinery's Core Values.
  • Strong attention to detail, high initiative, and ability to work independently.
  • Ability to work effectively both in teams and independently.
  • Proven ability to handle highly confidential and sensitive information.
  • Demonstrated strong analytical and problem-solving capabilities.
  • Effective time management and multitasking skills.
  • Ability to build and maintain effective relationships with diverse personalities.
  • Exceptional customer service skills.
  • Excellent written and verbal communication abilities.
  • Strong experience and skills 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) begins accruing on the first day of full-time employment.
  • 401(k) with company matching starting on 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, Vehicle Discount, Enterprise Car Rental, Hertz Car Rental, Choice Hotels, and Profile Plan.
  • Titan Paid Employee Assistance Program (confidential counseling, legal advice, and more).
  • Titan Paid Bereavement Leave.
  • Ongoing Professional Training Opportunities.
  • Tuition Assistance for educational/professional development.
  • Paid time for community volunteer activities.
  • Paid Time Off for Volunteer Firefighter/EMT duties.
  • Titan Uniform/Branded Apparel Program.

Titan reserves the right to adjust compensation based on various factors including but not limited to the scope and geography of the position, candidate qualifications and experience, and other business and operational conditions.

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

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