IT Support Manager

Under the supervision of the IT Services Manager, this position will coordinate the efficient and effective operations of OneIT support, including work direction and supervision of technicians as well as coordination with other IT teams as needed.

This position is responsible for planning, assigning, and directing work; documenting and gaining approval for all help desk/field support procedures and system documentation; and assisting team members in answering calls, addressing service or escalation issues, and applying independent decision making to resolve problems or escalate problems to management as needed. The Lead develops regular reports on IT metrics, ensures that service levels are met, identifies trends and makes recommendations for service improvements to management for service growth and/or improvement.

Duties & Responsibilities:

• Manages support staff’s daily activities ensuring timely and professional delivery of technical support for calls on network problems, computers, core software products, and related hardware peripherals.
• Plan, organize, and direct the work of support staff; schedule shift coverage; evaluate and document performance and recommend disciplinary action when necessary; and review staff work for accuracy and timely completion of assigned duties. Train staff in new and existing procedures and develop work schedules.
• Document, track, and report on software and hardware malfunctions; enter detailed solutions of common problems in the solutions database; to provide quicker resolution to common issues.
• Train help desk staff on areas of responsibility, new technology, and support procedures. Ensure staff provides consistent, high-quality, and professional service, including communication and telephone skills.
• Monitor help desk activities and respond to inquiries; provide technical troubleshooting, determine type of request, diagnose and provide solutions or escalate complex problems to appropriate personnel as required, and ensure proper problem notification procedures are being followed.
• Provide management reports on IT operations and issues, including recommendations for areas of service or technology improvements; notify users of completion of requests; ensure accurate contact and problem resolution records are maintained.
• Backup local Field Support duties/onsite support as well as travel to additional sites when needed.

Skills/Knowledge:

• Professional email and telephone etiquette.
• Hardware and assigned software system terminology.
• Service desk/asset management software.
• Microsoft Office Suite and core software loaded onto standard desktop disk images.
• Motivation and mentoring techniques.
• MS Windows operating system navigation and procedures.
• Operation of computer hardware, including printers, scanners, terminals, and other peripherals.
• Oral and written communication skills.
• Principles and practices of work direction, supervision, mentoring, and training and record-keeping techniques.

Qualifications:

• Bachelor (4-year) degree or work experience equivalent.
• Minimum five (5) years of experience in computer support/technical support, including PC hardware, software, and peripheral implementation.
• Minimum two (2) years of experience in a manager role or lead technician role.
• Demonstrated progressive experience in the supervision of a technical support team.
• Proven track record of developing and providing Service Level Agreements and Help Desk deliverables.
• Solid relationship management and performance management skills.
• Excellent client relations, verbal, written and interpersonal skills.
• Ability to motivate and direct staff members and subordinates.
• Exceptional interpersonal skills, with a focus on listening and questioning skills.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.
• Skilled in Microsoft Windows desktop operating systems, Office professional software, e-mail Exchange/Outlook.
• Ability to identify priorities and manage multiple tasks at one time.