Onsite Tech Support Manager

SPS North America•New York, NY

4d•$40 - $50•Onsite

About The Position

The Onsite Tech Support Manager manages and oversees a geographically dispersed, multi-region onsite technology support team that may include Team Leads, Associates, Senior Associates, interns, and consultants. The manager establishes technical priorities, standards, and procedures; understands enterprise processes; and ensures adherence to policy. The role focuses on delivering technology solutions that improve operations and providing recommendations to senior management. The manager works with agency stakeholders to recommend solutions and resolve critical situations, participates in enterprise-wide and local projects, and delivers the department’s objectives and goals. Responsibilities include issue and crisis management, staffing and performance management, project oversight, technical consultation, communication with business and IT stakeholders, and ongoing process improvement. The role requires a flexible schedule, availability outside standard business hours when requested or needed, and availability by cell phone after hours for issue resolution and assistance. Local travel between sites is required, with occasional travel outside the local area.

Requirements

Bachelor’s degree from an accredited university, preferably in Computer Science, Information Systems, or an equivalent program, or a proven track record of IT experience.
At least 6 years of IT experience.
At least 3 years of IT management experience.
Experience managing an IT operations team.
Experience managing a portion of an IT budget.
Experience implementing ITIL best practices.
Experience managing projects that involve business sponsors and key stakeholders.
Flexible schedule and availability for non-standard business hours and after-hours support.
Ability to travel locally between sites.

Responsibilities

Identify, document, analyze, and respond to critical events.
Manage crises that require analysts from multiple teams and serve as an escalation point for IT and business issues.
Manage monitoring and resolution of onsite audio-visual issues, including boardroom equipment and meeting or event support.
Manage hiring and terminations; recommend promotions and organizational changes.
Develop and track team capacity plans; coach and mentor team members; and identify training and development opportunities.
Write performance evaluations, conduct reviews, and analyze key metrics to track team performance.
Engage third-party vendors, including sourcing companies, to fill positions.
Ensure team project deliverables are completed on time and within budget; raise issues to the Project Management Office and attend project meetings as needed.
Assist in developing long-range technology and systems strategies and determining the impact of new solutions and implementations.
Make recommendations to the business.
Communicate team project, issue, and operational status to business staff and IT management, and manage customer expectations.
Assist in developing and writing policies and procedures, and maintain close relationships with business contacts.
Approve change controls through the ServiceNow ticketing system.
Train small and large groups on new IT solutions.
Keep informed about technology changes through training, conferences, books, journals, case studies, and product evaluations.
Identify opportunities to improve processes for the team, projects, or the business.
Be available to work non-standard business hours as needed or requested and provide after-hours assistance by cell phone.
Travel locally between sites and occasionally to sites outside the local area.