Technical Support Manager

R.E. Darling Co.•Tucson, AZ

9d•Onsite

About The Position

The Technical Support Manager oversees the daily operations of the technical support staff, manages escalations, plans and develops IT infrastructure, and sustains disaster recovery and business continuity plans. The role requires emotional intelligence, technical expertise, leadership skills, and sound judgment. It provides direct supervision, guidance, and support to the Network Administrator, IT Support Technicians, and IT Support Help Desk, while ensuring efficient operations and alignment with organizational standards. The manager leads staff development and performance management, sets departmental goals and priorities, establishes policies and procedures, and coordinates with the Chief Information Officer on corporate planning. The role also provides senior-level technical guidance, manages IT infrastructure and communications systems, oversees cybersecurity and compliance-related systems, and assesses and requisitions IT equipment, software, devices, and services. This is an exempt, salaried, full-time position requiring an on-site presence at the Tucson, Arizona office. Hours may vary with operational needs and may include occasional extended hours, weekend work, or adjusted schedules. Travel requirements are minimal.

Requirements

Bachelor's degree in a computer-related field or related area of study, or an equivalent combination of education and experience.
At least three years of demonstrated managerial and supervisory experience.
At least three years of experience with Windows Server administration.
At least three years of experience with Microsoft Entra ID and Office 365 administration.
At least three years of experience with multifactor authentication.
At least three years of experience implementing and maintaining hardware and infrastructure.
At least three years of experience in IT/Systems project management.
At least three years of experience with personal computer support and maintenance.
At least three years of experience with communication solutions.
At least three years of experience with switches, firewalls, and access points, including Cisco/Meraki.
At least three years of experience with IT procurement.
At least three years of experience with disaster recovery and backup solutions.
Strong communication, technical, organizational, and managerial skills, and the ability to work diplomatically and skillfully with all levels of the organization.
High proficiency with Microsoft Office 365 Apps, Visio, Project, and Adobe Acrobat.
Reliable attendance, flexibility, and the ability to meet deadlines.

Nice To Haves

Previous experience with NIST 800-17, compliance, or equivalent.
Previous experience working for a Department of Defense contractor.

Responsibilities

Supervise and manage the Information Technology technical staff, including the Network Administrator, IT Support Technicians, and IT Support Help Desk.
Manage escalations and provide senior-level technical and software support and guidance to IT technical support staff.
Coach employees, conduct one-on-one sessions, identify development needs, provide ongoing performance feedback, and support professional growth.
Prioritize assignments, projects, initiatives, and personnel; communicate expectations; and encourage employee contributions to planning.
Collaborate with the Chief Information Officer on corporate planning, goals, and objectives.
Ensure resources are available to meet quality, schedule, cost, and customer service commitments; establish and track group performance indicators and metrics.
Lead group risk analysis and mitigation activities; interview, hire, and train employees; and foster a motivated, accountable, and well-trained staff.
Develop and champion departmental mission statements and operating principles; conduct performance management; set group goals and priorities; and establish policies and procedures.
Ensure compliance with company, regulatory, and customer policies and guidelines, and maintain historical records in accordance with company retention policies.
Review open and escalated technical issues with IT and Systems Management.
Manage company data backups, disaster recovery, and business continuity plans.
Apply least-privilege security practices, recommend measures against emerging threats, oversee operating system and client patches and updates, and manage user access security policy.
Collaborate with the Cyber Security and Compliance Specialist on procedures to protect systems from physical harm, viruses, unauthorized users, and data damage.
Design, establish, and maintain on-premises and cloud network infrastructure for local and wide-area connectivity and VPN as required.
Assess requirements for data-related equipment connected to company machines, maintain IT asset tracking and software licensing, and assess, implement, and support cybersecurity maturity compliance systems and connected machines and devices.
Plan and execute integration and acceptance testing; oversee system documentation and user training materials.
Oversee telecommunications activities and coordinate work to avoid unnecessary system outages.
Oversee installation of hardware, software, upgrades, and supporting products.
Assess and requisition network servers and hardware, operating systems, client hardware, software, peripherals, mobile and communication devices, software licenses, and hardware service agreements as required.
Provide direct supervision, training, scheduling, performance evaluation, and support; resolve workflow and personnel issues; ensure policy compliance; and promote a collaborative work environment and continuous improvement.