Technical Support Manager

Brookshire's•Tyler, TX

About The Position

The Technical Support Manager leads the technical support team and oversees the efficient operation and maintenance of IT infrastructure, including servers, operating systems, VMware environments, backup technologies, and databases. The role is responsible for installation, maintenance, upgrades, and testing of critical systems while ensuring effective support and service delivery. The manager develops support strategies, oversees projects and budgets, coordinates with IT management, company leaders, vendors, and external partners, and hires, trains, mentors, and evaluates support staff. The position also ensures that systems and support activities follow company standards and industry practices, maintains system and procedure documentation, and keeps current with technological and industry developments. Work is generally performed in an office environment with quiet to moderate noise. The role requires on-call availability and flexible scheduling, including nights, weekends, and holidays, and may involve occasional travel to offsite or out-of-town locations. Physical demands include extended periods of sitting, frequent computer-related hand use, and occasional lifting or maneuvering of objects up to 40 pounds.

Requirements

Bachelor’s degree in computer science, Information Technology, or a related field.
Five or more years of experience in a technical support leadership role, with a proven track record of managing IT infrastructure and support services.
Advanced knowledge of system administration associated with SAP ERP, VMware, SAN, and backup systems.
Advanced skills and experience with database systems, including HANA, SQL, and DB2.
Advanced knowledge of systems analysis and design techniques.
Advanced knowledge of installed hardware and software systems and telecommunications network design.
Advanced knowledge of installed applications, data processing functions and structures, and support needs.
Advanced knowledge of SAP reporting and transactional applications.
Intermediate project management skills, including establishing task completion hours and priorities, allocating tasks, and monitoring schedules.
Intermediate knowledge of Microsoft Office applications, including Excel, Access, Word, Outlook, and PowerPoint.
Basic mathematical skills and ability to interpret technical instructions presented mathematically or diagrammatically.
Ability to learn new technology systems, methods, and processes.
Ability to communicate effectively in writing and verbally with partners, company leaders, and vendors.
Ability to analyze complex information, reason, form concepts, recognize and solve problems, research information, establish facts, and draw valid conclusions.
Ability to prepare reports and business correspondence, comprehend and interpret information, and present information in presentation or diagram form.
Ability to lead and motivate others and maintain confidentiality regarding sensitive information.
Ability to review, analyze, and interpret business periodicals, professional journals, proposals, technical procedures, and governmental regulations.
Ability to work on-call and flexible schedules, including nights, weekends, and holidays.
Ability to occasionally travel to offsite and out-of-town locations, potentially with overnight stays.
Must be at least 21 years old to drive for company business under the BGC Business Driver Policy.
Must attend work as required and be attentive to potential hazards, taking appropriate action or reporting hazards to a supervisor.

Nice To Haves

Advanced degrees or certifications in IT management, VMware, or similar technologies.
Technical background in IT systems, including servers, VMware, databases, and backup technologies.

Responsibilities

Oversee maintenance and support of IT infrastructure, including server environments, operating systems, VMware, backup solutions, and databases, to keep systems operational, secure, and up to date.
Lead the technical support team in assisting users and resolving technical issues; develop strategies to improve support processes and user satisfaction.
Plan and execute system upgrades and maintenance with minimal business disruption; monitor system performance and ensure data integrity through effective backup strategies.
Manage the IT support budget and make investment decisions involving hardware, software, and training.
Liaise with vendors, evaluate proposals, and manage contracts for IT infrastructure products and services.
Coordinate with IT management, company leaders, and external partners to align support services with business objectives, and communicate project requirements, costs, and schedules.
Hire, train, mentor, and evaluate support staff; manage team dynamics and encourage professional development.
Ensure technical support activities adhere to industry best practices and company standards; develop and maintain IT system and support-procedure documentation.
Meet with partners to review project status, schedules, accomplishments, and goals.
Ensure system development and maintenance adhere to established standards; prepare reports and oversee documentation of systems and modifications.
Review manuals, periodicals, and technical reports to stay current on developing trends and improve service quality and system reliability.
Oversee project management efforts and coordinate across teams and stakeholders to complete technical support initiatives efficiently and on time.
Lead project and operations budgeting and forecasting, allocating and managing financial resources to support operations and strategic goals.
Work on-call and flexible schedules, including nights, weekends, and holidays, and occasionally travel to offsite or out-of-town locations.
Attend work as required; identify potential hazards, remedy them or place appropriate warnings when reasonably possible, and report hazards that cannot be immediately remedied to a supervisor.