IT Manager

Position: IT Manager

Location: Ann Arbor, MI

Duration: 12 months

Team Leadership:

• Manage and mentor an IT team, ensuring task completion, maintaining team performance, and addressing any performance-related concerns.
• Assign tasks, set priorities, and oversee the completion of requests and issues.
• Conduct regular performance reviews and provide feedback for continuous improvement.

Customer Interaction:

• Serve as the primary point of contact for the customer’s IT needs, ensuring excellent service and communication.
• Handle escalated issues and complex troubleshooting scenarios, ensuring timely resolution.

Technical Support:

• Provide support for issues, including installation, configuration, and troubleshooting of software applications and network.
• Ensure team members are equipped to handle common problems and guide them in resolving more advanced issues.
• Develop and maintain documentation for application support procedures and best practices.

Reporting:

• Generate regular reports on help desk performance, response times, ticket resolution, and other key metrics.
• Provide insights based on reports to suggest improvements in team processes and customer service.
• Present findings to management and collaborate on strategic improvements.

Process Improvement:

• Analyze help desk performance metrics and identify areas for improvement.
• Implement and refine processes to enhance efficiency and customer satisfaction.

Collaboration:

• Work closely with other technical teams to ensure seamless integration and communication.
• Coordinate with external vendors and partners as needed.

Requirements

Education: Bachelor’s degree in Information Technology, Computer Science, or a related field. Relevant certifications are a plus (e.g., ITIL, PMP).

Experience:

• 3 years of experience in IT management, including managing on-site teams.
• Proven experience in troubleshooting and providing hands-on technical support.
• Demonstrated ability to manage a team and handle complex support issues.

Skills:

• Strong technical knowledge in IT systems, networks, and application support.
• Excellent troubleshooting skills and the ability to resolve technical issues quickly.
• Logical thinker with strong problem-solving skills.
• Strong leadership and communication skills, with the ability to manage and motivate teams.
• Experience working in a customer-facing environment and managing client relationships.
• Ability to collaborate effectively with cross-functional teams.

Other Requirements:

• Must be physically on-site at least 3 days a week.

Language Proficiency:

• Fluent in Japanese (written and spoken) for effective communication with Japan-based group companies.
• Fluent in English (written and spoken) for interaction with U.S. customers.

Certifications:

• ITIL 4 Foundation

Job Types: Full-time, Contract

Pay: $50.00 - $55.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

People with a criminal record are encouraged to apply

Education:

• Bachelor's (Required)

Experience:

• IT management, including managing on-site teams: 5 years (Required)
• troubleshooting and providing hands-on technical support: 5 years (Required)
• ability to manage a team and handle complex support issues: 5 years (Required)
• IT systems, networks, and application support: 5 years (Required)

License/Certification:

• ITIL Certification (Required)
• PMP (Required)

Work Location: In person

Salary : $50 - $55