IT SUPPORT MANAGER BDCI
About The Position
The IT Support Manager will be responsible for overseeing daily support operations, managing a team of IT support technicians, and ensuring that all technical issues are resolved promptly and efficiently. This hands-on role will support the team as needed, helping end-users in resolving hardware and software issues. This role requires strong leadership skills, a deep understanding of IT systems, and the ability to communicate effectively with both technical and non-technical staff. The ideal candidate will have a proven track record in IT support, excellent problem-solving abilities, and a commitment to delivering high-quality service. Key responsibilities include developing support policies, monitoring performance metrics, and collaborating with other departments to implement new technologies. The IT Support Manager will also be responsible for training and mentoring team members, monitoring budget spend and ensuring compliance with security protocols. This position offers the opportunity to work in a dynamic environment, contribute to the growth of the organization, and stay up-to-date with the latest technological advancements.
Requirements
- 7+ years relevant experience, 3+ in a team leadership role
- Bachelor's Degree
- Previous help desk experience including supervisory roles
- Exceptional customer service skills with a problem-solving attitude
- Strong organizational and time management skills with the ability to prioritize and manage multiple tasks
- Exceptional communication skills - able to explain complex technical concepts in clear, simple terms to non-technical users
- Proven ability to document procedures, maintain asset records, and create knowledge base content
- Team leadership and mentoring associates; team player who can collaborate in a productive fashion
- Strong technical proficiency with Windows, Android and iOS environments, Microsoft 365, Teams, and standard business applications
- Experience managing Active Directory, group policies, and identity management processes
- Working knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VPN, wireless connectivity)
- Experience with endpoint management tools (i.e. SOTI, Microsoft Intune, SCCM, or equivalent)
- Experience with helpdesk/ticketing platforms, including configuration, automation, and analytics/reporting (i.e., ServiceNow, Jira, Zendesk, etc.)
Responsibilities
- Lead the internal IT support team in our day-to-day IT operations, equipment provisioning, user access management, endpoint maintenance, & contributing to the overall improvement of our IT stack
- Manage deployment, configuration, and lifecycle of endpoints, operating systems, and core applications (i.e., Microsoft 365, Teams, ERP systems)
- Manage outsourced 1st level tech support vendor/team
- Develop and implement support processes that drive efficiency and scalability for the team
- Establish and track KPIs, SLAs, and user satisfaction metrics to measure service performance
- Oversee asset management process, drive improvements to efficiency and accuracy
- Support onboarding / off-boarding employees across all corporate systems
- Train, coach, and mentor IT support team
- Partner with other IT teams (infrastructure, cybersecurity, business applications) to escalate and resolve complex issues
- Assist end-users as needed in resolving software and hardware issues
Benefits
- Excellent benefits which include medical, dental and vision.
- Eligibility in benefit plans begin the first of the month following 60 days of employment.
- Six (6) days of sick leave
- Two (2) weeks of vacation accrued throughout the year
- Nine (9) Company Paid Holidays
- 401K Plan with employer match
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Industry
Food Services and Drinking Places
Number of Employees
1-10 employees
