Technical Support Manager

R.E. Darling Company Inc.•Tucson, AZ

10d•Onsite

About The Position

The Technical Support Manager manages daily operations of the technical support staff, escalation management, IT infrastructure planning and development, and Disaster Recovery and Business Continuity plans. The role requires emotional intelligence, technical expertise, leadership skills, and sound judgment. The manager supervises and develops the IT team, including the Network Administrator, IT Support Technicians, and IT Support Help Desk. Responsibilities include coaching and performance management, hiring and training, workforce planning, establishing team goals and metrics, facilitating employee development, and ensuring staff and resources meet quality, schedule, cost, and customer-service commitments. The manager collaborates with the Chief Information Officer on corporate planning and maintains department policies, procedures, and records in compliance with company, regulatory, and customer requirements. The role provides senior technical guidance and manages escalated issues. It oversees security practices, system patching, user access, backups, disaster recovery, and business continuity, collaborating with the Cyber Security and Compliance Specialist on security procedures. It also designs and maintains on-premises and cloud network infrastructure, supports cybersecurity compliance and connected equipment, manages IT assets and software licensing, oversees telecommunications and system installations, and coordinates testing, documentation, and user training. The position is an exempt, salaried, full-time role requiring on-site presence at the Tucson, Arizona office, with minimal travel. Work hours may vary with operational needs and may include occasional extended hours, weekend work, or adjusted schedules.

Requirements

Bachelor’s degree in a computer-related field or related area of study, or an equivalent combination of education and experience.
At least 3 years of demonstrated managerial and supervisory experience.
At least 3 years of experience in Windows server administration.
At least 3 years of experience administering Microsoft Entra ID and Office 365.
At least 3 years of experience with multifactor authentication.
At least 3 years of experience implementing and maintaining hardware and infrastructure.
At least 3 years of experience in IT/Systems project management.
At least 3 years of experience supporting and maintaining personal computers.
At least 3 years of experience with communication solutions.
At least 3 years of experience with switches, firewalls, and access points (Cisco/Meraki).
At least 3 years of experience in IT procurement.
At least 3 years of experience with Disaster Recovery and backup solutions.
Strong communication, technical, organizational, and managerial skills, including the ability to work diplomatically and skillfully with all organizational levels.
High proficiency with Microsoft Office 365 Apps, Visio, and Project.
High proficiency with Adobe Acrobat.
Reliable attendance, flexibility, and ability to meet deadlines.
Ability to work on-site at the Tucson, Arizona office and meet the role’s operational schedule requirements.

Nice To Haves

Previous experience with NIST800-17/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.
Coach, develop, train, and evaluate employees; conduct one-on-one sessions and performance management; identify strengths, development needs, and training or resources required.
Prioritize work assignments, projects, initiatives, and personnel, and communicate expectations and performance requirements to staff.
Collaborate with the Chief Information Officer on corporate planning, goals, and objectives; conduct annual business reviews and planning and set group goals and priorities.
Establish, monitor, and review group key performance indicators and metrics; lead risk analysis and mitigation activities.
Interview, hire, and train employees; foster a motivated, accountable, well-trained staff and a collaborative work environment.
Establish and direct group policies and procedures, ensure compliance with company, regulatory, and customer requirements, and maintain records under company retention policies.
Provide senior-level technical and software support and guidance to IT technical support staff, and review open or escalated issues with the IT and Systems Manager.
Manage company data backups, Disaster Recovery, and Business Continuity plans; oversee system patches and updates and manage user access security policy.
Apply least-privilege security practices and recommend solutions to address emerging threats; collaborate with the Cyber Security and Compliance Specialist on system safeguards.
Design, establish, and maintain on-premises and cloud network infrastructure for local and wide-area connectivity and VPNs as required.
Assess requirements for data-related equipment and systems; support machines, equipment, computers, and connected devices.
Maintain IT asset tracking and software licensing and assess, implement, and support systems for Cybersecurity Maturity Model Compliance.
Plan and execute integration and acceptance testing and 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 servers, hardware, operating systems, client hardware, software, peripherals, mobile and communication devices, software licenses, and hardware service agreements.