Job Descriptions

IT SUPPORT MANAGER

JOB DESCRIPTION

General Summary

The IT Support Manager is responsible for ensuring an outstanding level of customer services by providing direct IT support to staff in their activities and by supervising the Help Desk and managing the technical support staff. Responsible for leading the Helpdesk in engaging in more proactive planning and support and organizing the Helpdesk to be flexible and adaptable in meeting the changing needs of the organization

Responsibilites od position: Duties indluce but are not limited to:

Organizational Responsibilites

• Supervise the Helpdesk support staff by defining and establishing schedules, setting priorities, providing support/direction and dealing with administrative issues as needed.

Personal Responsibilites

• Gather and analyze metrics to benchmark the helpdesk workload/performance and identify trends in call center issues.
• Ensure that staff provides timely and considerate customer service to end users by fielding Helpdesk calls and resolving technical issues.
• Work to promote excellent customer service, effective response times and provide expert insights into general support issues. Enforce quality of service guidelines for dealing with customers, completing services, and overall customer satisfaction.
• Train helpdesk staff on operational procedures and troubleshooting techniques. Provide training on new hardware and software applications as requested.
• Analyzing and identifying trends in issue reporting and devising preventative solutions.  
• Other duties as assigned.

Team Responsibilites

• Work directly with the IT Engineering team and IT management to provide support and recommendations as needed.
• Provide direct IT support to Upper Management on-call and after hours

Key Requirements

• Expert knowledge of Microsoft Windows OS, Mac OSX, Microsoft Office for Windows and Mac, Outlook, mobile devices, and desktop systems and servers.
• Advanced troubleshooting skills relating to PC's, printers, scanners, network infrastructure and phones, including cellular devices.
• Expert knowledge of Active Directory, TCP/IP, DNS, DHCP.
• Advanced knowledge in networking including layer 3 switch configuration and multi-site connectivity solutions.
• iPhones and iPads.
• A bachelor’s degree in a computer-related field and three to five years of experience installing and supporting PC and laptop hardware and software are standard requirements, willing to substitute work experience for formal education.
• Professional certifications from entities such as HDI (Desktop Support Technician or Support Center Analyst), CompTIA or Microsoft (Microsoft Certified IT Professional or Microsoft Certified Systems Administrator). MCP or MCDST certification preferred.
• Valid Driver’s License.
• Must adhere to all company policies, SOPs, and other management directives. 

Physical Requirements

The job duties and tasks of this position require the employee to regularly sit. The employee may choose to stand and move within their working area. Regular use of computer monitors and a keyboard/mouse will be required. The employee must occasionally lift and/or move up to 2 pounds. Other physical requirements of the job include the ability to communicate. Generally, the employee will be in a temperature-controlled work environment set for general comfort.

Availability

• Must be available to work evenings and weekends as required.

Position Location and/or Territory and Travel

• Position will require travel on occasion

Position Type

• Full-Time/Regular
• Based on the Fair Labor Standards Act (FLSA), management has analyzed this position and determined it to be exempt due to the Executive Exemption.