Manager, IT Support

The Role

Manager of IT Support is responsible for leading a team that provides technical assistance and support for internal users, ensuring efficient resolution of IT-related issues. This role involves managing support operations, optimizing processes, and ensuring high-quality customer service within the IT support team.

• Lead and manage a team of IT support technicians, providing guidance, coaching, and performance management.
• Foster a positive and collaborative work environment, encouraging teamwork and professional development.

• Oversee day-to-day IT support operations, ensuring timely resolution of technical issues and service requests.
• Establish and enforce service level agreements (SLAs) for incident response and problem resolution.

• Develop and improve support processes, workflows, and documentation to enhance efficiency and consistency in service delivery.
• Maintain an up-to-date knowledge base and documentation for troubleshooting and resolution procedures.

• Provide technical assistance to users, troubleshoot hardware, software, and network issues, and resolve escalated support tickets.
• Develop and conduct training sessions or workshops to enhance users' technical skills and self-help capabilities.

• Manage relationships with third-party vendors, suppliers, and service providers for IT support-related services or products.
• Allocate resources effectively to meet service demands and ensure appropriate coverage.

• Oversee inventory management of hardware, software, and IT assets. Maintain accurate records and ensure asset tracking and lifecycle management.

• Establish and track key performance indicators (KPIs) for the IT support team. Generate regular reports on team performance and incident trends.

• Ensure compliance with IT security policies, procedures, and best practices in all support activities.
• Collaborate with security teams to enforce security protocols and prevent cybersecurity threats.

• Bachelor's degree in computer science, information technology, or a related field. Relevant certifications (e.g., CompTIA A+, ITIL, HDI Support Center Manager) are advantageous.
• Proven experience (5+ years) in IT support, helpdesk operations, or a similar role, with at least 2 years in a managerial or supervisory capacity.
• Proficiency in IT support tools, ticketing systems, and remote assistance technologies.
• Strong leadership, problem-solving, and decision-making skills.
• Excellent communication, customer service, and interpersonal abilities.

The estimated base annual salary range for this position is $74,228 to $100,426. However, a candidate's base yearly salary will be determined based on a range of factors, including, but not limited to, qualifications and experience. This position may additionally be eligible for an annual discretionary bonus.

• Generous time off policy that allows you to put your family first.
• Opportunity to work on the cutting edge of pharmacy automation in a high growth tech company.
• Competitive benefits, salary, and tuition reimbursement programs.
• Commitment to professional development and working for a company where your voice is heard.

iA provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.