IT Support Manager

Responsibilities

• Deliver onsite technical support for end users
• Hands‑on troubleshooting of hardware, software, workstation issues
• Support for computer imaging processes
• Respond to support needs through service desk tickets, walkups, phone, and email
• Provide full lifecycle support for computer systems, desk phones, and mobile devices
• Collaborate with network and systems teams on onsite infrastructure tasks
• Ensure support requests are resolved in a timely manner
• Manages and communicates IT KPI’s, dashboards, and performance reports
• Provide advanced technical support to the IT Support team
• Supports the maintenance of the IT asset system
• Manage full lifecycle support for mobile devices
• Accurately record activities in the help desk ticketing system
• Manage new employee onboarding and exiting processes
• Manage the IT client hardware replacement program
• Oversee lifecycle management of conference room and video teleconferencing systems
• Coordinate planned and unplanned IT outages
• Manage a geographically dispersed team

• Bachelor’s degree in Computer Science, Computer Engineering, Information Systems or related discipline with a minimum of 4 years of related experience, or an Associates degree in the same fields with a minimum of 6 years of experience, or a minimum of 8 years of related experience in lieu of a degree.
• A minimum of 4 years in a Management position, successfully leading technical personnel and managing related tasks.