Technology Support Manager

3 weeks ago

Houston, United States Request Technology, LLC Full time

***5 Days onsite***

***We are unable to sponsor as this is a permanent full-time role***

A prestigious company is looking for a Technology Support Manager. This role is focused on all end user support (Windows, Zoom, Webex, Skype for business, Citrix, VOIP, ITIL). This manager needs at least 6 years of management experience, they will manage 3 offices and a total of 16 people.

Responsibilities:

  • Excellent judgment in assessing user issues; along with intermediate trouble-shooting methodology.
  • Develop and manage Operating Level Agreements (OLA’s) as well as client Service Level Agreements (SLA's) across entire Technology Services organization with respect to technology support.
  • Manage and oversight of recruiting, hiring, performance, and professional skill development for entire their Technology Support organization.
  • Ability to work for the best resolution either through own knowledge, documented resolution, or proper and timely escalation.
  • Proficient in Windows 10/11 OS and core application suite; including the Microsoft Suite and various applications.
  • Intermediate knowledge of Remote Computing; including Zoom, WebEx, Skype for Business, and Citrix.
  • Intermediate PC troubleshooting skills and assists other team members in troubleshooting and diagnosing issues.
  • Intermediate knowledge of iOS setup and troubleshooting.
  • Knowledge of networks including wireless experience.
  • Intermediate understanding and knowledge of Voice over IP (VOIP) telephone systems.
  • Define and implement the processes that drive the Service Delivery in accordance with ITIL best practices.
  • Adheres to use of call ticketing system for each incident (e.g., request, issues, etc.).
  • Understands and follows ticket ownership guidelines and system usage.
  • Understanding of local office Conference Technology and procedures.

Qualifications/Technology

  • Bachelor’s Degree or work equivalent. Computer Science or Technical qualification is a plus.
  • A high level of proven management experience in a professional services environment, law firm experience preferable.
  • Law Firm, managing a help desk or desk side experience a plus.
  • Audio Visual experience a plus
  • Knowledge of desktop computing environment and troubleshooting techniques of hardware and software issues.
  • Knowledge and the ability to support Microsoft operating system, Suite, and 365 including networking component, hardware, peripheral devices.
  • Knowledge in remote meeting platforms including Zoom, WebEx and Skype for Business.
  • Knowledge of ticketing applications.
  • Microsoft Windows
  • Microsoft Office Suite
  • M365
  • iManage DeskSite and FileSite
  • Citrix /VPN
  • iOS for iPhones, iPads and
  • Mobile Management applications - InTune / AirWatch
  • Polycom and Cisco Video Conference Systems
  • Bomgar
  • PeopleSoft
  • SCCM
  • Carpe Diem
  • Avaya
  • SCCM
  • MFA
  • Zoom and WebEx
  • Microsoft Teams
  • ITSM Ticket Management System – Service Now
  • HP, Lenovo, MacBook laptops and desktops
  • Avaya
  • MFA
  • Zoom, Teams, WebEx, Skype for Business
  • ITSM Ticket Management System
  • Lenovo laptops and desktops

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