IT Support Manager

Position Summary: We are seeking a skilled IT Help Desk Manager to serve as the primary point of contact for resolving technical support issues and ensuring seamless service delivery. The role involves collaborating with IT, business teams, and other departments to troubleshoot system performance issues, enhance user satisfaction, and drive process improvements. With 5-8 years of experience in IT service management, you will lead a help desk team, manage incident resolution, and maintain documentation for system issues and updates. The ideal candidate will have strong leadership, problem-solving, and communication skills, along with a customer-focused approach and a background in managing service-level expectations. ITIL certification is preferred., * Act as the primary point of contact for escalating and resolving technical support issues, collaborating closely with IT support teams, Business Stakeholders, and other relevant departments to ensure efficient service delivery and user satisfaction.

• Advise and support IT and business teams in troubleshooting and resolving issues related to system performance, Product & Services hierarchies, and other technical challenges affecting end users.
• Assist in the documentation and standardization of help desk processes, procedures, and knowledge base articles to ensure consistency in service delivery and improve team efficiency.
• Provide direct support to users by analyzing and addressing recurring issues, identifying system inefficiencies, and collaborating with IT teams to implement solutions and improvements in a 24/7 shop.
• Continuously monitor help desk tickets and user feedback to ensure that complaints are effectively addressed, improvements are implemented, and customer satisfaction is maintained.
• Coordinate with cross-functional IT teams to ensure timely resolution of technical issues, incidents, and service requests in accordance with established protocols.
• Develop and maintain comprehensive documentation for common issues, troubleshooting steps, and system updates for the help desk team to utilize when assisting users.
• Lead process improvement initiatives within the help desk function, focusing on enhancing user experience, improving response times, and optimizing service delivery.
• Provide guidance and support during the rollout of new IT services and system updates, ensuring seamless transitions and minimal disruptions to end users.
• Act as a liaison between end-users and IT, ensuring that solutions are effective, efficient, and aligned with organizational goals, while balancing risk management, user satisfaction, and operational efficiency.
• Must be comfortable with MAC/ AV

• Availability & Overtime

• Office hours are 8:30am-5:30pm, Monday-Friday.
• Overtime required as needed to ensure system stability and performance.
• Must be available 24/7 for system emergencies and critical issues.

Do you have experience in macOS support?, * Strong leadership skills with experience managing help desk teams and ensuring effective resolution of user issues.

• 5-8 years of experience in IT service management, help desk operations, or technical support, with a focus on process improvement and service delivery.
• Strong problem-solving, communication, and time management skills, with the ability to prioritize and resolve multiple issues simultaneously.
• Proven experience in delivering high-impact IT projects and managing service-level expectations within help desk functions.
• A customer-focused mindset, with demonstrated experience in managing and improving user satisfaction and service delivery.
• Experience in identifying recurring technical issues and collaborating with cross-functional teams to implement long-term solutions.
• ITIL certification or similar service management qualification is preferred
• Proficiency MAC/ AV
• Proficiency in JAMF

Preferred Skills:

• CompTIA - Security+, A+, or Network+
• Microsoft - 365, Azure
• HDI - DAST

Physical Requirements:

• Office environment with normal business hours necessary to satisfactorily perform job functions.
• Stationary Position - Must be able to remain in a stationary position up to 50% of the time.