Information Technology Support Manager
3 weeks ago
Summary: We are seeking a dynamic Systems Support Manager to lead our team of IT professionals in delivering top-notch technical assistance, ensuring maximum productivity and efficiency.
Responsibilities:
- Lead, mentor, and manage a team of systems support professionals, fostering a collaborative and motivated work environment.
- Oversee the management of the support ticket queue, ensuring prompt assignment and resolution in accordance with predefined service level agreements.
- Provide hands-on technical support to employees, addressing hardware and software issues efficiently, and serving as an escalation point for complex incidents.
- Supervise incident and problem management processes, identifying recurring issues and implementing preventive measures to enhance system stability.
- Collaborate with stakeholders to manage and maintain the company's IT infrastructure, including servers, networks, and software applications.
- Develop and maintain comprehensive documentation on IT systems, processes, and procedures to facilitate self-service and empower employees.
- Liaise with external vendors and service providers to ensure timely delivery of IT services, and collaborate with internal stakeholders to understand and address system support needs.
- Implement and enforce IT security policies, procedures, and best practices to safeguard company data and systems.
Qualifications:
- Proven experience in managing a team of systems support professionals.
- Minimum of 7 years experience in technology support with at least 3 years in a leadership role.
- Strong technical knowledge and hands-on experience supporting IT infrastructure, hardware, software, and networks.
- Familiarity with Microsoft-based IT service management (ITSM) principles and ticketing systems.
- Proficiency in configuring, maintaining, and troubleshooting Microsoft operating systems and applications.
- Proficiency with Microsoft Azure (PaaS and IaaS resources) highly desired.
- Excellent problem-solving skills and ability to prioritize tasks in a dynamic environment.
- Exceptional communication and interpersonal skills.
- Knowledge of IT security practices and regulatory compliance is a plus.
- Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent work experience).
Physical Demands:
- Frequently stand, walk, and sit.
- Ability to work virtually and in an office environment.
- Extended and varying work schedules – at least 40 hours per week, some nights, weekends, and holidays required.
- Frequently use computer equipment and telephone.
- Fast-paced, changing, multi-tasking environment.
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