Manager, IT Support

Innovation Associates, Inc. • City of Binghamton, NY

5d • $74,228 - $100,426

About The Position

The Manager of IT Support is responsible for leading a team that provides technical assistance and support for internal users, ensuring efficient resolution of IT-related issues. This role involves managing support operations, optimizing processes, and ensuring high-quality customer service within the IT support team.

Requirements

• Bachelor's degree in computer science, information technology, or a related field.
• Proficiency in IT support tools, ticketing systems, and remote assistance technologies.
• Strong leadership, problem-solving, and decision-making skills.
• Excellent communication, customer service, and interpersonal abilities.

Nice To Haves

• Relevant certifications (e.g., CompTIA A+, ITIL, HDI Support Center Manager) are advantageous.
• Proven experience (5+ years) in IT support, helpdesk operations, or a similar role, with at least 2 years in a managerial or supervisory capacity.

Responsibilities

• Lead and manage a team of IT support technicians, providing guidance, coaching, and performance management.
• Foster a positive and collaborative work environment, encouraging teamwork and professional development.
• Oversee day-to-day IT support operations, ensuring timely resolution of technical issues and service requests.
• Establish and enforce service level agreements (SLAs) for incident response and problem resolution.
• Develop and improve support processes, workflows, and documentation to enhance efficiency and consistency in service delivery.
• Maintain an up-to-date knowledge base and documentation for troubleshooting and resolution procedures.
• Provide technical assistance to users, troubleshoot hardware, software, and network issues, and resolve escalated support tickets.
• Develop and conduct training sessions or workshops to enhance users' technical skills and self-help capabilities.
• Manage relationships with third-party vendors, suppliers, and service providers for IT support-related services or products.
• Allocate resources effectively to meet service demands and ensure appropriate coverage.
• Oversee inventory management of hardware, software, and IT assets. Maintain accurate records and ensure asset tracking and lifecycle management.
• Establish and track key performance indicators (KPIs) for the IT support team. Generate regular reports on team performance and incident trends.
• Ensure compliance with IT security policies, procedures, and best practices in all support activities.
• Collaborate with security teams to enforce security protocols and prevent cybersecurity threats.

Benefits

• Generous time off policy that allows you to put your family first
• Opportunity to work on the cutting edge of pharmacy automation in a high growth tech company
• Competitive benefits, salary, and tuition reimbursement programs
• Commitment to professional development and working for a company where your voice is heard

What This Job Offers

• Job Type: Full-time
• Career Level: Manager