Manager, IT Support Services-Help Desk

• Lead, mentor, and manage a team of IT support technicians and engineers, ensuring the team is well-equipped to deliver efficient and effective technical support.
• Set clear performance expectations, provide regular feedback, conduct performance reviews, and guide the team in achieving both individual and team goals.
• Oversee team scheduling to ensure adequate coverage, especially during peak times or major incidents, and balance workloads effectively.
• Provide coaching and training opportunities to develop the team’s technical skills, ensuring they stay updated on new technologies and best practices.
• Foster a positive team culture focused on collaboration, continuous improvement, and customer service excellence.
• Oversee the management and resolution of all client incidents and service requests, ensuring timely responses and solutions in line with SLAs.
• Act as the point of escalation for complex or critical technical issues, ensuring rapid resolution and client satisfaction.
• Ensure incidents are categorized, prioritized, and tracked accurately within the ticketing system, and that service tickets are closed in a timely manner.
• Continuously monitor the performance of the team and take corrective action when necessary to ensure the team meets or exceeds SLAs.
• Build and maintain strong relationships with clients, ensuring they receive the highest level of customer service.
• Act as the primary point of contact for escalated client issues, ensuring clear communication and effective resolution of technical problems.
• Ensure the team is proactive in communicating with clients about ongoing issues, resolution times, and any necessary follow-up.
• Conduct regular client satisfaction surveys and post-incident reviews, using feedback to improve service delivery and address potential concerns.
• Develop, implement, and continuously improve standard operating procedures (SOPs) and workflows for the IT support team.
• Identify and analyze trends in incidents and service requests, using this data to drive process improvements and reduce recurring issues.
• Work with other departments, such as engineering, security, and project management, to improve service delivery and ensure a seamless customer experience.
• Optimize the use of support tools, ticketing systems, and remote monitoring and management (RMM) platforms to improve team efficiency and service quality
• Track key performance metrics (KPIs), including ticket resolution time, client satisfaction, first-contact resolution rate, and SLA adherence.
• Provide regular reports to senior management, offering insights into team performance, recurring issues, and opportunities for improvement.
• Monitor team progress against performance targets and take corrective action when necessary to improve service delivery and meet client expectations.
• Use performance data to identify training needs, areas for improvement, and opportunities to refine team processes.
• Ensure the IT support team is well-equipped with the necessary tools, resources, and training to meet client needs effectively.
• Manage relationships with third-party vendors or service providers, ensuring that they meet the necessary service levels and deliver on time.
• Collaborate with other departments to ensure resources are allocated effectively and that the support team has what they need to perform optimally.
• Ensure that the team follows all relevant IT standards, compliance requirements, and industry best practices.
• Maintain accurate documentation for all client interactions, including incident reports, resolutions, and system configurations.
• Regularly review internal processes and procedures to ensure compliance with company policies and industry regulations.

• Extensive knowledge of IT systems, including networking, servers, cloud services, and security.
• Proficiency with IT service management (ITSM) platforms, ticketing systems (e.g., ServiceNow, Zendesk), and remote monitoring and management (RMM) tools.
• Strong troubleshooting skills in areas such as hardware, software, operating systems (Windows, macOS, Linux), and network issues.
• Familiarity with cloud platforms (AWS, Azure, GCP) and virtualization technologies (VMware, Hyper-V).
• Experience in managing and maintaining IT infrastructure, backup solutions, and disaster recovery processes.

• 7 years of experience in IT support or systems administration, with at least 3 years in a leadership or managerial role.
• Experience managing a team in a service desk or support environment, preferably within an MSP (Managed Service Provider) setting.
• Proven track record of managing SLAs and ensuring customer satisfaction in a technical support context.
• Experience in developing, implementing, and improving IT support processes and workflows.

• Excellent leadership, team management, and coaching skills, with the ability to guide and motivate a team to achieve performance goals.
• Strong communication skills, with the ability to communicate effectively with both technical and non-technical stakeholders.
• Excellent customer service orientation, with a focus on delivering high-quality support and ensuring customer satisfaction.
• Ability to handle complex technical issues, multi-task, and prioritize in a high-pressure environment.
• Strong analytical and problem-solving abilities, with a focus on continuous improvement.

• Competitive benefits package, including medical, dental, vision, and life insurance

• 401k match
• Flexible PTO
• 10 Holidays including your Birthday and a Floating Holiday!
• Gym reimbursement
• Amazon Prime reimbursement
• 40 Hours for Volunteer Time
• Paid Maternity and Paternity leave
• Paid certifications
• Learning and development programs

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