IT Manager-- Support

IT Support Manager

EDUCATION:

• Preferred Bachelor’s Degree and IT Related Certifications

EXPERIENCE:

• 3-5+ Years’ Experience in Information Technology

About the Role: We are seeking an experienced IT Support Manager to lead our managed services for business information technology. This role involves overseeing daily business activities, team leadership, motivation, training, and development to achieve business results. The ideal candidate should exhibit independent and critical thinking, problem-solving skills, and a strong ability to adapt to changing conditions.

Key Responsibilities:

• Plan and implement the delivery of IT services to clients, including network management, infrastructure support, security, data backup, and disaster recovery.
• Manage the ticket board to ensure timely resolution within SLAs.
• Monitor and analyze IT systems, networks, and applications to proactively identify and address issues.
• Develop and maintain documentation, including SOPs and technical guidelines.
• Manage vendor relationships, negotiate contracts, and evaluate third-party solutions.
• Lead functional meetings and collaborate with leadership peers to drive business results.
• Respond to client inquiries with professionalism and courtesy.
• Define and enforce service level agreements (SLAs) with clients.
• Collaborate with clients to develop customized IT solutions aligned with their business goals.
• Participate in business development activities, staying updated with industry trends and best practices.
• Carry 24x7 on-call responsibilities on a rotating basis, including weekends and holidays.

Desired Qualifications:

• Demonstrated IT support leadership experience.
• Proficiency in using ticketing systems.
• Ability to make data-driven decisions.
• Familiarity with ITIL best practices.
• Strong customer service and problem-solving skills.
• Excellent organizational and multitasking abilities.
• Proficiency in tools like Microsoft Excel for data analysis.
• Associate degree in Network/LAN Administration or CompTIA Network +.
• Strong understanding of various IT systems, hardware, and software.
• Intermediate understanding of IP sub-netting and routing.
• Advanced understanding of Windows servers, including Active Directory, DNS, DHCP, Group Policy, Print management, and Exchange.
• Understanding of security principles, including user access controls, data protection, antivirus software, firewalls, and security incident response.

Join our team and contribute to the success of our IT service delivery. We value reliability, innovation, and a commitment to excellence. Apply now to be part of our dynamic organization!