Information Technology Manager

Overview

• Lead the IT Service Desk team in a dynamic, fast-paced environment, ensuring superior customer service and timely incident resolution.
• Manage and coordinate resources for 24/7 IT support operations, maintaining optimal service delivery across the organization.
• Collaborate with leadership to enhance IT support strategies and implement process improvements for efficient service desk operations.
• Provide career development guidance, training recommendations, and performance evaluations for IT Service Desk staff.
• Analyze incident trends and recommend solutions to reduce recurring issues, ensuring continuous improvement in IT services.
• Maintain and update the IT support knowledge database, ensuring accurate documentation and accessibility for all users.
• Support compliance with organizational IT policies and procedures, fostering adherence across all departments.
• Drive strategic initiatives and manage location-specific IT projects, such as hardware replacements and software upgrades.

Key Responsibilities & Duties

• Supervise IT Service Desk staff, ensuring high-quality customer service and efficient issue resolution.
• Coordinate scheduling and resource allocation for 24/7 IT support operations to meet organizational needs.
• Monitor and analyze IT service metrics, providing recommendations for operational improvements and staffing adjustments.
• Develop and maintain IT service procedures, ensuring alignment with organizational goals and industry standards.
• Conduct administrative tasks, including leave approvals, timecard processing, and performance reviews for IT staff.
• Collaborate with other departments to ensure successful completion of IT-related projects and initiatives.
• Provide feedback and support for training programs to enhance end-user IT knowledge and capabilities.
• Ensure compliance with IT policies and procedures, promoting adherence across all organizational levels.

Job Requirements

• Bachelor of Science (BS) degree preferred; equivalent experience considered.
• Minimum 10 years of experience in IT support, with 3 years in supervisory roles.
• Expert knowledge of Windows operating systems, Microsoft Office Suite, and related software.
• Strong leadership, interpersonal, and customer service skills with proven project management capabilities.
• Ability to analyze and interpret technical procedures, governmental regulations, and business periodicals.
• Proficiency in developing and maintaining financial and budgetary information strategically.
• Flexibility to work additional hours as necessary in a fast-paced environment.
• Demonstrated ability to drive change and implement new initiatives effectively.