Information Technology Support Manager

Our IT Support Manager is responsible for overseeing the technical support team and ensuring the efficient delivery of IT services. This role involves managing and mentoring staff, providing high-level technical support, and troubleshooting hardware, software, and network issues. The manager ensures that IT services meet organizational needs through service level agreements (SLAs) and continuously works on process improvements to enhance efficiency and service quality. Additionally, they handle escalations and major incidents, create performance reports, and manage the department's budget, including equipment and software purchases.

The IT Support Manager also collaborates closely with the IT Network Operations Center (NOC) and IT Systems Departments. They coordinate with the NOC to monitor and manage network events and incidents, ensuring swift resolution and minimal downtime. Interaction with the IT Systems Department is crucial for maintaining and upgrading system infrastructure, ensuring that all systems are running optimally and securely. This position will require the ability to multi-task and juggle management items in tandem in a fast-paced, changing environment; outstanding written and verbal communications skills are exceedingly critical in this leadership role. **This position is onsite in Lacey, WA and will need to commute to the office for meeting, events, or daily items requiring presence with the Team as needed.**

This is a high growth, fast paced organization. The ability to be productive and successful in an intense work environment is critical. Willingness and ability to travel.

Compensation: $84-101K DOE

Benefits for Harbor Team Members include vacation, sick time, personal holiday, paid holidays, medical, dental, vision, and life insurance, 401(k) retirement plan with a generous employer match and some great Harbor perks.

ESSENTIAL JOB FUNCTIONS & RESPONSIBILITIES

• Manage IT support staff: Recruit, train, and coach employees, communicate job expectations, and appraise their performance.
• Coordinate schedules: Supervise IT Support team members and ensure efficient scheduling.
• Provide direction: Guide IT Support team members in their daily tasks and responsibilities.
• Manage IT ticketing systems: Take ownership of the IT ticketing systems, ensuring that tickets are triaged and resolved promptly and courteously.
• Design training programs: Develop workshops and training sessions for staff.
• Identify training opportunities: Seek out chances for team training and skills advancement.
• Manage communications: Facilitate effective communication and working relationships between IT Support and other departments, as well as external IT service providers.
• Develop policies: Create and implement IT Support policies and best practice guides for the organization.
• Align with user needs: Ensure IT services meet user needs and system functionality to contribute to organizational policy.
• Implement strategic solutions: Identify problematic areas and develop timely strategic solutions.
• Analyze business requirements: Partner with key stakeholders to develop IT solutions that meet business needs.
• Define IT infrastructure strategy: Help shape the strategy, architecture, and processes for IT infrastructure.
• Support corporate initiatives: Assist in implementing corporate IT initiatives within the business unit.
• Provide technical assistance: Offer help desk and technical services support to on-site and remote employees.
• Build vendor relationships: Establish long-term relationships with external vendors for IT-related products and services.
• Coordinate IT matters: Manage system and data access, wireless communications, mobile technology, telephony, information security, and computer hardware/software support.
• Troubleshoot issues: Resolve hardware, software, and network problems.
• Manage escalation procedures: Create and oversee escalation procedures to maintain service levels.
• Share reports: Run and distribute regular operational system reports to senior staff.
• Manage budget: Oversee the annual budget and ensure cost-effectiveness for the IT department.

KNOWLEDGE, SKILLS & ABILITIES

§ Strong problem-solving skills: Exceptional ability to identify and resolve issues efficiently.

• Outstanding communication and interpersonal skills: Excellent leadership capabilities and ability to build rapport, listen actively, and ask insightful questions.
• Technical expertise: In-depth knowledge of technical management, information analysis, and computer hardware/software systems.
• Personnel management: Proven ability to manage and lead staff effectively.
• Analytical mindset: Strong research orientation and ability to analyze complex information.
• Excellent verbal and written communication: Superior skills in both verbal and written communication.
• Project and time management: Effective project management and time management skills.
• Leadership in IT projects: Demonstrated experience in leading and managing IT projects.
• Proficiency in Windows: Extensive and advanced knowledge and experience with Windows operating systems.
• Expertise in Office 365: Strong understanding and ability to manage Office 365 applications and services.
• iOS proficiency: Skilled in managing and troubleshooting iOS devices and applications.
• Android expertise: Competent in handling and resolving issues related to Android devices and applications

Education and Experience: These are minimum qualifications.

• 2-5 years of IT Support within a complex, multi-user/multi-department environment
• 2 years of management and leadership in a large, multi-location, multi-departmental structure.
• Proven working experience as an IT manager or relevant experience in a technology setting.
• Bachelor’s degree in IT/IS/MIS or related; Associates degree will be preferred with equivalent combination of work directly related to this position.

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.