IT Support Services Manager

6 days ago


St Petersburg, United States Unavailable Full time
Job Title: IT Support Services Manager

Job Summary:
We are seeking an IT Support Services Manager to oversee our IT Support team at Unavailable. The successful candidate will be responsible for managing service desk operations, leading support staff, and implementing best practices to ensure top-notch service delivery to all users.

Key Responsibilities:
• Supervise all aspects of the organization's technical help desk.
• Provide mentoring and leadership to the team.
• Develop and optimize processes to achieve service level requirements and performance goals.
• Establish policies and procedures that produce high-quality service to internal customers.
• Identify and implement help desk systems and tools to identify, document, track, and resolve reported problems.
• Review key metrics to analyze the help desk performance and identify problem areas.
• Manage resource planning and decision-making.
• Align help desk activities, strategies, and initiatives to support and enhance the objectives of the organization.
• Collaborate with and train technical teams to ensure accurate ticket categorization and resolution.
• Lead and direct the work of other employees and have responsibility for personnel actions including hiring, performance management, and termination with concurrence from HR and General Managers.

Requirements:
• Associate's Degree and 5-7 years of experience or equivalent combination of relevant education and experience.
• Knowledge in Help Desk Management, Issue Resolution, process optimization, solution delivery, upgrades management, vendor management, technical project management, performance metrics, and IT Help Desk Software.
• Proficient in MS Office (Excel, Word, PowerPoint).

Preferred Qualifications:
• Bachelor's Degree in Business or IT.

Work Environment:
• Must be able to remain in a stationary position at a desk and/or computer for extended periods of time.
• Work primarily in a climate-controlled environment with minimal safety/health hazard potential.

Travel Requirements:
• Less than 25% travel likely.
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