IT End User Support Manager

EOE M/F/Disability/Vet

DUTIES AND RESPONSIBILITIES:

1. Oversee the deployment, maintenance, and lifecycle management of laptops, desktops, mobile devices, and peripheral equipment.

1. Establish and implement policies and procedures for end user computing.        

1. Ensure compliance with industry’s best practices and governance standards. 

1. Lead support and security efforts for all endpoint and mobility systems. Ensure IT leadership is made aware of potential security issues or incidents.

1. Lead, mentor, and develop the IT Support Team.

1. Maintain and manage MDM and RMM tools, ensuring compliance and security at all levels.

1. Assist in the development and monitoring of new Helpdesk categories and metrics, including SLAs

1. Provide ongoing management of the Helpdesk ticketing system, including making sure tickets are assigned, escalated, and ultimately completed within our SLAs

1. Support hardware with routine troubleshooting and maintenance, including PCs, notebooks, handhelds, and other IT devices.

1. Lead the development of internal IT and end-user documentation.

1. Act as liaison between service center and corporate IT, including site visits for hardware replacement and/or troubleshooting.

1. Manage the creation of all new users and disable users exiting the company in coordination with the new user automation software.

1. All other duties and responsibilities as assigned.

REQUIRED QUALIFICATIONS:

1. Possess and display Coastal Beverage Company’s Core Values at all times:
   1. Craft It
   2. Own It
   3. Protect It
   4. Celebrate It

1. Possess education equivalent to one-year certificate from college or technical school and a minimum of five years of similar or related experience; or equivalent combination of education and experience.

1. At least 2 years in a leadership or team lead role, managing IT support teams.

1. Experience with MDM and RMM tools such as Kandji and N-able a plus.

1. Possess the ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.   

1. Possess the ability to read and comprehend simple instructions, short correspondence, and memos; possess the ability to draft clear and concise communications and documents

1. Possess the ability to effectively present information in one-on-one and small group situations to customers, clients, and employees of the organization.

1. Possess the ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals.  Possess the ability to compute rate, ratio, and percent and to draw and interpret bar graphs. 

1. Possess intermediate reasoning skills including ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.   Possess the ability to deal with problems including several concrete variables in standardized situations.

1. Possess computer skills requiring knowledge of word processing software, e-mail software, spreadsheet software, order processing systems, and Internet.   Possess knowledge of Windows OS, Windows 10, Mac OS and iOS including future releases, mobile printers, WLAN, and Bluetooth. 

1. Possess the ability to maintain regular and punctual in-person attendance in order to oversee service delivery.

1. Possess an active driver’s license, acceptable driving record, and the ability to drive as an essential job function up to 20% of the time.

SUPERVISORY RESPONSIBILITIES:

Manage 2-3 hourly employees. Perform management responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

The employee must frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include Close vision, Distance vision, Peripheral vision, Depth perception and Ability to adjust focus. While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel and talk or hear. The employee is frequently required to sit. The employee is occasionally required to stand; walk; reach with hands and arms; climb or balance and stoop, kneel, crouch, or crawl. 

EOE M/F/Disability/Vet
 
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