Information Technology Support Manager

Surge Staffing•Columbus, OH

About The Position

We are seeking a hands-on IT Support Manager to oversee daily technical support operations and lead a team of help desk technicians. This role combines technical troubleshooting with team leadership to ensure employees receive timely, effective support for hardware, software, and network issues. The ideal candidate is a strong problem solver who can prioritize competing requests, communicate technical information clearly, and develop a customer-focused support team in a fast-paced environment.

Requirements

Strong technical knowledge of computer hardware, software, networks, and troubleshooting methods.
Ability to lead a support team, delegate responsibilities, and develop employees.
Strong analytical and problem-solving skills, with the ability to evaluate information and determine appropriate solutions.
Excellent written and verbal communication skills, including the ability to explain technical issues to nontechnical users.
A customer-service mindset with a patient, professional, and collaborative approach.
Proficiency with Microsoft Word, Excel, PowerPoint, Outlook, and internet-based tools.
Strong organizational skills and the ability to manage multiple tasks, meet deadlines, and adjust to changing priorities.
Ability to work independently within company guidelines and collaborate effectively across teams.
Sound judgment, initiative, and the ability to remain calm under pressure.
Ability to learn, retain, and apply company procedures and locate resources when needed.
Ability to travel to other locations and access equipment as required.

Responsibilities

Oversee daily IT support activities, assign tasks, and prioritize requests for help desk technicians.
Install, configure, connect, and update computers, hardware, software, and other technology devices.
Diagnose and resolve hardware, software, and network issues.
Provide hands-on technical assistance and guidance for escalated support requests.
Communicate with employees and other users to understand technical concerns, explain solutions, and provide updates.
Coach, mentor, and develop help desk technicians to strengthen technical skills and service quality.
Manage team challenges and resolve conflicts professionally.
Ensure support activities align with company policies, procedures, and operational priorities.
Identify opportunities to improve troubleshooting practices, team efficiency, and the user experience.
Coordinate support across company offices and customer locations, traveling as needed.
Perform additional responsibilities as needed to support successful business operations.