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The IT Technical Support Manager is responsible for managing and overseeing the day-to-day operations of the IT Tier II support and ticketing systems, ensuring timely and effective resolution of IT support requests. This position involves managing a team of technical support specialists who support desktop computers, laptops, peripherals, mobile devices, surveillance systems, access control, and software installations. The manager will ensure that all hardware, software, and peripheral devices are operating on the most current release versions and that updates and equipment are fully tested before implementation. Additionally, the role includes coordinating and managing various special and recurring projects, maintaining project timelines, and developing and optimizing technical support processes to meet goals and KPIs.
