IT Support Manager

4 weeks ago

Del Mar, California, United States OCVIBE Full time
Job Title: Manager, IT Support & Operations

At ocVIBE, we are seeking a highly skilled and experienced Manager, IT Support & Operations to join our team. This role will be responsible for leading the daily operations of the IT Support team, including team member development, and serving as the escalation point to technical resources within the IT department.

Key Responsibilities:
  • Manage, lead, and develop IT support and operations staff
  • Lead IT support operations including ITSM, End User Support, Experience, and Asset Management
  • Lead concierge-level VIP support for executives (C-Suite), including offsite support
  • Increase customer satisfaction and improve the user experience
  • Ensure operational services are in alignment with support objectives
  • Continuously improve technical and operational support processes
  • Assist end users with requests, incidents, troubleshooting and resolving SaaS, hardware, software, and networking issues
  • Conduct research to understand, explain, and resolve technology issues
  • Communicate updates to users that have been or may be affected by a problem
  • Support and troubleshoot AV systems for conference rooms
  • Diagnose, troubleshoot, and resolve local/remote issues
  • Follow up with users to ensure their systems are functional
  • Report customer feedback and potential IT service improvements
  • Help create and maintain Knowledge Base, technical documentation, and manuals
  • Manage OS builds and images
  • Assist with keeping endpoints patched and updated with secure configurations
Requirements:
  • BA/BS degree and 4-6 years' relevant experience OR equivalent combination of education and relevant experience
  • Experience with Power Automate
  • Strong Experience supporting M365 Platform
  • Strong Experience with Active Directory, Exchange, Azure, User and Resource Management
  • Strong Experience with SharePoint
  • Experience with Apple macOS
  • Strong hands-on experience with Windows/Mac/iOS and Android OS environments
  • Project Management certifications or experience a plus
  • Knowledge of network security practices, patching, and anti-virus programs
  • Must be comfortable in a multi-vendor environment
  • Microsoft and CompTIA Certifications a plus
  • Customer-oriented attitude
  • Excellent problem-solving, communication, organization, and multitasking skills
  • Able to work extended hours and weekends as needed
  • Able to perform remote troubleshooting and provide clear instructions
  • Able to travel up to 15% for planned projects or support to remote sites as needed
Our Commitment:

We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and team members without regard to race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, parental status, military service, medical condition or any protected category prohibited by local, state or federal laws.

We are firm believers that diversity and inclusion among our team members are critical to our success, and we seek to recruit, develop, and retain the most talented people from a diverse candidate pool.

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