Regional Assistant Manager - IT Service Delivery

Schedule: Monday-Friday, 8:30 AM-5:00 PM. Occasional after-hours, weekend, or travel work may be requested. All employees are expected to embody Ken Garff’s RIGHT Values: Respect, Integrity, Growth, Humility, and Teamwork. Candidates must be at least 18 years old, authorized to work in the U.S., hold a valid driver’s license, and maintain a professional appearance. Reasonable accommodation is available for individuals with disabilities. Relocation assistance is not provided; applicants must currently reside in the Salt Lake metro area or be willing to relocate at their own expense before starting. About the Role The Regional Assistant Manager - IT Service Delivery performs the full scope of the IT Specialist role as their primary responsibility, while also serving as a technical resource and point of coordination for the desktop team. The Regional Assistant Manager helps keep day-to-day ticket operations running smoothly by mentoring teammates, helping route and balance ticket workload, and stepping in on advanced issues that other IT Specialists have not been able to resolve., Core IT Specialist Duties (Primary Responsibility)

• Serve as first point of contact for IT support requests via service desk tickets
• Provide on-site support within an assigned geographic area
• Troubleshoot hardware, software, and connectivity issues
• Perform password resets and resolve authentication issues
• Support email, productivity software, and common business applications
• Assist with onboarding and offboarding, including account setup and equipment preparation
• Image, configure, deploy, and support laptops, desktops, mobile devices, and peripherals
• Provide remote and desk-side support to end users
• Support conference room technology, webcams, headsets, and related equipment
• Document known issues and solutions in knowledge base articles
• Follow established IT processes and security best practices
• Perform other duties as assigned

Additional Assistant Manager Responsibilities

• Assist the Regional Manager with projects, tasks, and staff management, as assigned.
• Assist with training other IT Specialists, helping them build technical skills and follow established processes.
• Help manage and assign tickets within the ticket queue, ensuring work is distributed appropriately
• Monitor the ticket queue and help reassign or prioritize tickets when IT Specialists are not addressing them in a timely manner.
• Serve as a point of escalation for advanced or higher-level tickets that other IT Specialists are unable to resolve.
• Answer technical questions from other IT Specialists and provide guidance on complex issues.

• Experience: 2+ years in IT operations, technical support, or a related technology role, including demonstrated experience handling advanced or escalated technical issues.
• Technical Knowledge: Strong working knowledge of Microsoft 365 Admin, advanced understanding of Windows OS, advanced hardware troubleshooting and repair skills, endpoint management, and modern business technology.
• Leadership & Mentorship: Proven ability to train, mentor, and support the technical growth of other IT Specialists, with the communication skills to explain complex technical concepts clearly and patiently.
• Organization & Communication: Strong organizational, documentation, and customer service skills, with the ability to manage multiple priorities - including your own ticket load and support for teammates - in a fast-paced environment.
• Problem Solving: Analytical mindset with the ability to troubleshoot complex issues, coordinate solutions, and improve technology processes.
• Security Awareness: Solid understanding of cybersecurity concepts, including identity and access management, multi-factor authentication, endpoint security, and phishing awareness.

Why You’re a Fit You enjoy solving problems, improving processes, and helping others succeed through technology - and you’re ready to bring that same mindset to supporting your teammates. You’re proactive, detail-oriented, and thrive in a collaborative environment that balances hands-on operational support with helping the team run smoothly, keeping technology secure, projects organized, and systems running to support Ken Garff Automotive’s continued growth., * Experience with Windows, macOS, and iOS operation, deployment, and management

• Familiarity with Active Directory user management
• Experience with RSAT tools such as DHCP and DNS
• Experience with remote support tools
• Working knowledge of endpoint management or imaging tools
• Prior experience in a senior, tier-2, or escalation support role
• Experience mentoring, coaching, or training team members
• IT-related certifications (A+, Network+, etc.), Regularly requires standing, walking, talking, hearing, and reaching with hands and arms; occasionally requires sitting, climbing, balancing, stooping, kneeling, crouching, or crawling. May require lifting up to 50 pounds.