IT Support Manager
About The Position
Responsibilities: Define, implement and drive adoption of Incident Management process, including developing strategies for self-help, service requests and student and staff onboarding. Define, implement and drive adoption of Problem Management process to drive down recurring incidents and improve the overall environment. Participate in Release Management process to ensure that new and updated systems and features are ready to transition to support with correct documentation, categorization and support procedures. Participate in Asset Management process to ensure correct capture and reporting of aged assets. Participate in defining new assets in terms of categorization and criticality. Implement new version of current ticketing system to enhance data capture, workflow and reportability Implement knowledgebase to increase time to resolve issues and support self-service. Act as Tier 1 Support for both Corporate and RSI (Phoenix) locations. Responsible for procurement of new hire equipment. Design, develop and distribute various reports reflecting IT and environmental performance. Act as Tier 2 Support for escalated issues and participate in coordinating resolution to outages. Required onsite presence 3 x a week at a minimum Required Knowledge, Education and Experience: Bachelors of Science in Technical or Engineering discipline or 10+ years of experience in technical support, required.. 5+ years’ experience implementing or adopting ITIL or similar ITSM framework preferred. 3-5 years’ experience in a Service desk environment, required. 2-3 years’ experience as acting Incident or Problem Manager, preferred. Experience designing and implementing workflow systems to support ITSM process Must be service-oriented with a natural inclination to improve the supported environment. Strong ability to troubleshoot, test, repair and service technical equipment Experience supporting SIS, LMS, CRM and learning components desired. Excellent communication skills, including verbal and written. Experience in developing reports to socialize workflow adherence Strong MS Office experience including Word, Excel, PowerPoint and Visio People Responsibilities: Responsible for the hiring and day-to-day performance management of IT Support Specialists Responsible for contracted relationship and performance for MSP’s and 3 rd Party Support resources Physical Environment: Most work is performed in a temperature-controlled office environment Incumbent may sit for long periods of time at a desk or computer terminal Incumbent may use calculators, keyboards, telephone and other office equipment Stooping, bending twisting, and reaching may be required Some work may be completed in classroom or shop environment
Requirements
- Bachelors of Science in Technical or Engineering discipline or 10+ years of experience in technical support, required.
- 3-5 years’ experience in a Service desk environment, required.
- Experience designing and implementing workflow systems to support ITSM process
- Must be service-oriented with a natural inclination to improve the supported environment.
- Strong ability to troubleshoot, test, repair and service technical equipment
- Excellent communication skills, including verbal and written.
- Experience in developing reports to socialize workflow adherence
- Strong MS Office experience including Word, Excel, PowerPoint and Visio
- Required onsite presence 3 x a week at a minimum
Nice To Haves
- 5+ years’ experience implementing or adopting ITIL or similar ITSM framework preferred.
- 2-3 years’ experience as acting Incident or Problem Manager, preferred.
- Experience supporting SIS, LMS, CRM and learning components desired.
Responsibilities
- Define, implement and drive adoption of Incident Management process, including developing strategies for self-help, service requests and student and staff onboarding.
- Define, implement and drive adoption of Problem Management process to drive down recurring incidents and improve the overall environment.
- Participate in Release Management process to ensure that new and updated systems and features are ready to transition to support with correct documentation, categorization and support procedures.
- Participate in Asset Management process to ensure correct capture and reporting of aged assets.
- Participate in defining new assets in terms of categorization and criticality.
- Implement new version of current ticketing system to enhance data capture, workflow and reportability
- Implement knowledgebase to increase time to resolve issues and support self-service.
- Act as Tier 1 Support for both Corporate and RSI (Phoenix) locations.
- Responsible for procurement of new hire equipment.
- Design, develop and distribute various reports reflecting IT and environmental performance.
- Act as Tier 2 Support for escalated issues and participate in coordinating resolution to outages.
- Responsible for the hiring and day-to-day performance management of IT Support Specialists
- Responsible for contracted relationship and performance for MSP’s and 3 rd Party Support resources
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What This Job Offers
Job Type
Full-time
Career Level
Manager
