It Manager

Overview

• Lead technical services and support operations, ensuring optimal service desk performance and user training compliance with industry standards.
• Coordinate technical support workflows, identify areas for improvement, and implement strategies to enhance customer service standards.
• Manage vendor relationships, ensuring service level agreements are met and infrastructure reliability is maintained.
• Develop and execute strategic plans for technology architecture, addressing organizational needs and industry changes.
• Supervise service desk staff, fostering a positive work environment and supporting professional growth.
• Ensure compliance with quality and risk management benchmarks, providing technical/network support as needed.
• Collaborate with departments to identify and prioritize project needs, ensuring alignment with organizational initiatives.
• Manage special projects, integrating infrastructure, hardware, and networking solutions across the organization.

Key Responsibilities & Duties

• Evaluate technical support workflows and implement improvements to meet customer service standards.
• Coordinate user support for systems, ensuring effective communication of system changes.
• Track, trend, and report technical support issues to internal and external audiences.
• Research and recommend technology hardware, software, licenses, and vendors to meet organizational needs.
• Plan technology architecture, integrating with departments to address project needs and industry changes.
• Manage systems administrators and service desk staff, promoting high-quality performance and professional development.
• Ensure compliance with technical support benchmarks and risk management standards.
• Serve as project manager for infrastructure, hardware, and networking projects, overseeing planning and implementation.

Job Requirements

• Bachelor of Science (BS) degree in a related field required.
• Minimum of five years of experience in technical support and training required.
• Proficiency in Windows, Microsoft Office (Word, Excel, PowerPoint), and internet operations required.
• Experience delivering computer training and project management preferred.
• Knowledge of personal computer hardware and software operations essential.
• Valid driver's license and insurability under professional liability policies required.
• Strong communication skills in English, both written and spoken, necessary.
• Ability to manage vendor relationships and ensure service level agreements are met.