IT Support Manager

2 days ago


Houston, Texas, United States Request Technology, LLC Full time

IT Support Manager

We are seeking a highly skilled and experienced IT Support Manager to join our team at Request Technology, LLC. As a key member of our Technology Services organization, you will be responsible for developing and managing Operating Level Agreements (OLAs) and client Service Level Agreements (SLAs) across the entire organization.

Key Responsibilities

  • Develop and manage OLAs and SLAs to ensure seamless technology support across the organization.
  • Manage and oversee the recruitment, hiring, performance, and professional skill development of the Technology Support team.
  • Provide intermediate-level PC troubleshooting and assist team members in diagnosing issues.
  • Set up and troubleshoot iOS devices.
  • Document new findings, solutions, and processes to improve service delivery.
  • Define and implement processes that drive service delivery in accordance with ITIL best practices.
  • Adhere to the use of call ticketing systems for each incident.
  • Understand and follow ticket ownership guidelines and system usage.
  • Adhere to written procedures, checklists, and quality control associated with project rollouts.

Requirements

  • Bachelor's degree or work equivalent.
  • High-level management experience in a professional services environment.
  • Proven experience leading Firmwide organizations.
  • Strong technical background.
  • Excellent verbal and written communication skills.
  • Strong people skills and ability to work with all levels of staff.
  • Knowledge of desktop computing environments and troubleshooting techniques for hardware and software issues.
  • Knowledge of Microsoft operating systems, suites, and 365, including networking components, hardware, and peripheral devices.
  • Knowledge of remote meeting platforms, including Zoom, WebEx, and Skype for Business.
  • Knowledge of ticketing applications.
  • Proficiency in Windows 10/11 OS and core application suite, including Microsoft Suite.
  • Intermediate knowledge of remote computing, including Zoom, WebEx, Skype for Business, and Citrix.

Preferred Qualifications

  • Law firm industry experience, managing a help desk or desk side.
  • Audio visual experience.


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