What are the responsibilities and job description for the IT Support Manager position at Cape Air?
SUMMARY:
We are seeking an experienced IT Support Manager to lead our IT Support operations across our geographically diverse airline network. As the IT Support Manager, you will be responsible for overseeing the day-to-day operations of our IT support department, ensuring efficient and effective resolution of technical issues, and providing exceptional customer service to our internal stakeholders. The IT Support Manager is responsible for managing the IT support-issued equipment and works with IT procurement to optimize stock levels.
PRIMARY RESPONSIBILITIES:
We are seeking an experienced IT Support Manager to lead our IT Support operations across our geographically diverse airline network. As the IT Support Manager, you will be responsible for overseeing the day-to-day operations of our IT support department, ensuring efficient and effective resolution of technical issues, and providing exceptional customer service to our internal stakeholders. The IT Support Manager is responsible for managing the IT support-issued equipment and works with IT procurement to optimize stock levels.
PRIMARY RESPONSIBILITIES:
- Lead and manage the IT Support Desk, providing technical support to all end-users across New England, Montana, and the Caribbean regions.
- Provide direct, hands-on Tier 1 troubleshooting and issue resolution for hardware, software, and network-related incidents.
- Receive, configure, ship, and install IT end-user equipment, ensuring timely deployment and minimal disruption to operations.
- Supervise daily workflows within the IT Support team; assign tasks, monitor performance, and ensure timely resolution of service requests.
- Administer and maintain user accounts across domains, VPN, email systems, and Active Directory environments.
- Oversee first-level support operations for Windows 11, Microsoft Office Suite, internet connectivity, and peripheral hardware issues.
- Manage the IT asset lifecycle, including inventory, deployment, and end-of-life planning; advise leadership on best practices for asset refresh cycles.
- Train and mentor IT Support staff on department procedures, troubleshooting methods, and customer service best practices.
- Coordinate and manage Off-Hours Work policies, ensuring proper coverage and minimal disruption to critical operations
- Foster a positive and collaborative team culture that encourages continuous improvement, innovation, and learning.
- Stay up to date with industry trends and emerging technologies to improve team performance and service delivery.
- Identify training needs and recommend certifications or skill development opportunities for team members.
- Proven experience in IT support leadership or management, preferably in aviation or similarly dynamic, multi-site environments.
- Strong technical background with hands-on experience in Tier 1 troubleshooting
- Exceptional communication and organizational skills, with the ability to lead a geographically dispersed team.
- Relevant certifications (e.g., CompTIA A , Net , Security , Microsoft, ITIL, CISCO) are a plus.\
- 5 years or more working in the technology field
