Onsite Tech Support Manager

SPS North America•Texas, United States, TX

4d•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 role establishes technical priorities, standards, and procedures; understands enterprise processes; and ensures adherence to policy. The Manager drives technology solutions that improve operations and provides recommendations to senior management. The Manager works with agency stakeholders to recommend solutions and resolve critical situations, engages in enterprise and local-site projects, and delivers the department’s objectives and goals. The role covers issue escalation and resolution, team and performance management, project delivery, technical consultation, communications, and continuous improvement. The position requires a flexible schedule, including availability for non-standard business hours and after-hours issue resolution by cell phone. Local travel between sites is required, and occasional travel outside the local area may be required.

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 involving business sponsors and key stakeholders.
Ability to maintain a flexible schedule and be available for non-standard business hours and after-hours support by cell phone.
Ability to travel locally between sites; occasional travel outside the local area may be required.

Responsibilities

Identify, document, analyze, and respond to critical events; manage crises requiring analysts from multiple teams; and serve as an escalation point for IT and business issues.
Manage monitoring and resolution of onsite audiovisual issues, including boardroom equipment and meeting or event support.
Manage hiring and terminations; recommend promotions and organizational changes; and develop and track team capacity planning.
Coach and mentor team members, arrange appropriate training, identify development opportunities, conduct performance reviews, and write evaluations.
Analyze key metrics regularly to track team performance and engage third-party vendors, including sourcing companies, to fill positions.
Ensure project deliverables are completed on time and within budget, raise issues to the Project Management Office, and attend project meetings as needed.
Assist with long-range technology and systems strategy, assess the impact of new solutions and implementations, and make recommendations to the business.
Communicate team project, issue, and operational status to business staff and IT management; manage customer expectations; and maintain close relationships with business contacts.
Assist in developing and writing policies and procedures, approve change controls through the ServiceNow ticketing system, and train small and large groups on new IT solutions.
Keep current with technology changes through training, conferences, books, journals, case studies, and product evaluations.
Identify process improvements for the team, projects, and the business.