IT Support Manager
3 weeks ago
The Technical Support team at SymplyFi is a dynamic and hands-on group responsible for providing exceptional technical service and support to our customers. As an IT Support Manager, you will be a key leader in ensuring that our team consistently meets the highest standards of customer satisfaction.
About the Role
We are seeking a highly skilled and experienced IT professional to join our team as an IT Support Manager. The ideal candidate will have 6 years of experience in the IT field with 5 years in a customer-facing supervisor or manager role. This is a technically oriented IT manager position that requires foundational knowledge of business IT systems, technologies, and applications.
Responsibilities
- Active hands-on leadership and management of our IT support team
- Management of the technical support ticket queue including: prioritization, assignment, resolution, and escalation of issues
- Maintain a positive, cooperative, and professional relationship with our customers
- Develop and maintain IT support process documentation and problem resolution knowledgebase
- Recruit, retain, and develop talented techs as we continue to expand the team
- Manage a 24/7 technical support staff, multi-shift schedules, and after-hours on-call
Requirements
- Ability to balance people management with technical responsibilities
- 6 years of general IT industry experience
- 5 years of experience managing a customer-facing service desk or technical support team
- 5 years of experience managing technical support ticket queues, issue resolution, and enforcing SLAs
- 4 years of experience configuring, managing, and/or using helpdesk ticketing software
- 4 years of experience creating problem resolution documentation and knowledge base articles
- Bachelor's degree or alternatively 8 years of continuous IT industry-related experience
- Excellent problem-solving skills and the ability to remain calm under pressure.
Benefits
You will receive:
- A competitive $80,000 annual salary
- Medical, dental, and vision coverage
- 401K plan with company match
- Life and disability insurance
- A fast-paced, growth-oriented environment where your voice matters
This is a full-time in-office salaried position with paid holidays. Please note that remote work is not an option.
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