IT Support Center Manager

ROUSH•Livonia, MI

3d•Onsite

About The Position

The IT (Information Technology) Support Center Manger will be responsible for overseeing and leading the day-to-day operations of the IT support team. This position will play a crucial role in ensuring the delivery of high-quality technical support to end-users and maintaining the overall efficiency of the IT support center. This position requires a strong combination of leadership, technical expertise, and excellent communication skills. This position will be located in Livonia, MI. It is 100% onsite.

Requirements

U.S. citizenship allowing for International Traffic in Arms Regulations (ITAR) compliance
Bachelor's degree in Information Technology or related field or equivalent experience
Minimum of (7) years of work experience supporting and maintaining endpoints, peripherals, Active Directory and Office Productivity Applications
Experience working with different cross functional teams
Excellent oral and written communication skills including ability to interact effectively with customers, vendors, and team members
Leadership and organizational skills
Ability to manage multiple projects, prioritize, and execute tasks successfully
Familiarity with Service Desk software and tools
Knowledge of IT security best practices
Strong project management skills

Nice To Haves

Knowledge of data protection operations and legislation [e.g. NIST 800- 1/1, CMMC (Cybersecurity Maturity Model Certification), GDPR (General Data Protection Regulation)]
Knowledge of a project management solution such as MS Project
Knowledge of Visio or similar diagramming software
Knowledge of the budgeting process

Responsibilities

Lead and motivate a team of IT support professionals
Foster a positive and collaborative work environment
Provide guidance, coaching, and performance feedback
Oversee the daily operations of the IT support center
Ensure timely and effective resolution of technical issues
Monitor and report on key performance metrics
Implement and improve support processes to enhance efficiency
Ensure a high level of customer satisfaction through effective communication and issue resolution
Collaborate with other departments to address user needs and concerns
Stay updated on the latest IT trends and technologies
Provide technical guidance and support to the team
Troubleshoot complex technical issues