IT Support Manager

1 week ago

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

Position Summary:


The IT Support Manager is accountable for overseeing a dedicated team of IT support professionals, ensuring that exceptional customer service and technical assistance are delivered to Titan Machinery employees.

This role involves collaborating with the team to diagnose and rectify technical issues related to software, hardware, network systems, and various equipment.

Key Responsibilities:

  • Direct IT help desk operations, manage projects, and supervise IT help desk staff.
  • Uphold superior service standards across all help desk functions, ensuring quality and customer satisfaction.
  • Diagnose and troubleshoot hardware, software, network systems, and other devices, researching issues and identifying effective solutions.
  • Provide support both over the phone and in person.
  • Manage desktop and laptop computers, as well as Android and iOS mobile devices.
  • Oversee computer repair, configuration, deployment, and IT asset management.
  • Support Office 365 applications, mobile plans, printing, VOIP telephony, and shipping software.
  • Configure and manage help desk software as required.
  • Administer basic data center hardware and software.
  • Establish, develop, and monitor quality and service metrics for calls and tickets.
  • Analyze and resolve issues related to quality and customer service.
  • Define and implement severity levels and 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.
  • Assist in evaluating new hardware and software solutions.
  • Facilitate the design of strategic IT solutions.
  • Collaborate with System Administrators to address complex and recurring issues.
  • Coordinate with System Administrators to ensure timely updates and patches.
  • Evaluate and enhance IT processes and user experiences.
  • Train users on computer and phone usage, along with related processes.
  • Travel as necessary to install and configure computer hardware and software.
  • Adhere to all company and IT department procedures.
  • Identify and implement process improvements in daily operations.
  • Comply with all safety regulations while performing job duties.
  • 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.
  • Ability to manage and resolve frequent interpersonal conflicts.
  • Capability to thrive in a fast-paced, high-pressure environment.
  • Proficiency in managing multiple requests simultaneously and prioritizing tasks based on urgency.
  • Quick, accurate, and professional response to customer and employee demands.
  • Willingness to travel occasionally, including overnight stays, and work flexible hours.
  • Demonstration of 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 ability to handle confidential and sensitive information.
  • 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.
  • Experience with system implementation and integration.

Preferred:
  • Associate's Degree.

Compensation and Benefits:

Titan Machinery offers a comprehensive compensation package, including:
  • 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 from the first day of employment.
  • Health Savings Account (HSA) - up to $1500 tax-free annually, funded 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.
  • Paid Employee Assistance Program (confidential counseling, legal advice, etc.).
  • Paid Bereavement Leave.
  • Ongoing Professional Training Opportunities.
  • Tuition Assistance for educational and professional development.
  • 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, encouraging applications from women, minorities, the disabled, and veterans.

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