What are the responsibilities and job description for the IT Support Manager position at QISG?
Job Details
Job Description
Job Description
Job Description IT Support Manager
General Description
The IT Support Manager will lead the IT Department in troubleshooting and maintaining computer hardware/software. The manager will be responsible for providing excellent customer service while resolving IT service requests, installing software, assisting with the onboarding/offboarding of staff members, providing technical support and maintaining company printers, mobile devices, and conference room equipment as well as other IT support duties.
This role is based in Houston, Texas and will report to the IT Director.
Duties
Incident Resolution
Provides documented break/fix solutions to resolve interruption or performance degradation issues with existing personal computing services with an emphasis on personal and rugged purpose-built computing HW, SW, OS, APP, mobile connectivity & associated peripherals, including workstation, peripheral or component troubleshooting and replacement, SW uninstall/reinstall and OS reimaging.
Recognizes, documents and addresses more complex and/or systemic problems and work with other technology support teams when required.
Asset Lifecycle Management
Provides timely and accurate updates of asset management records as a result of incident resolution, service request fulfillment, physical inventory/audit and refresh activities including status, location, assignment and others.
Recognizes, documents, resolves and escalates anomalies and inconsistencies between and within observed physical assets and recorded asset information.
Client Relationship Management
Engages clients to promote services and manage expectations for HW, SW, OS, APP, mobile connectivity & associated peripherals focused incident resolution and request fulfillment services.
Advocates the client perspective within Information Technology with an emphasis on personal and computing HW, SW, OS, APP, mobile connectivity & associated peripherals to ensure business objectives and requirements are incorporated into deliverables.
Manages the relationship between clients and other IT teams within Quanta.
Specialized Support Services
Provides specialized incident resolution and request fulfillment services having demanding performance standards such as after-hours support, executive support and other services as scheduled and/or assigned.
Provides other required support services during peak demand periods and other high volume scenarios as necessary
Image laptops with SCCM
Update and maintain process and procedure documentation.
Possess ability to work in Active Directory, Office, and other Microsoft Applications
Install and configure approved applications for end-users
Education and Experience Requirements
Bachelor degree in computer science or other related discipline is required.
Minimum of 5 years of experience with at least 1 year in Information Systems and 3 years in a directly related position with a mid to large size company.
Experience supporting HP, Dell and/or Lenovo workstations.
Experience supporting mobile/remote connectivity solutions specifically 5G mobile broadband and virtual private networking (VPN).
Experience with Microsoft SCCM.
Experience supporting multifunction devices (MFDs) and printers.
Experience working with IT Service Management systems.
Experience working with IT Asset Management systems.
Experience working with Knowledge Bases.
Preferred Education and Experience:
Bachelor s degree in computer science or other related discipline in combination with required experience mentioned above.
Experience performing other Customer Service/Facing related roles is considered a plus.
Licenses/Certifications
ITIL Foundations Certification required
Comp TIA A - required
ITIL Foundation - required
MCITP - preferred
MCDST - preferred
HDI Desktop Support Technician - preferred
Preferred Skills/Abilities
Ability to identify and correct reoccurring issues relating to workstations
Excellent customer service skills, including exceptional verbal and written skills
Strong problem solving/analytical skills
Ability to lift and move IT equipment such as computers, monitors, and printers
Understanding of service desk management best practices
Experience in IT/help desk management systems, to track, manage, and report on workload
Experience in proving support for a wide variety of end users with a various range of issues including, but not limited to, desktop, Operating Systems, hardware, software, email, etc.
Experience managing and deploying mobile devices
Imaging advanced level;
Cloud Applications intermediate level;
Client-Server Applications intermediate level;
Mobile Applications intermediate level;
Browsers advanced level;
Travel Requirements
Travel: Yes
Percent of Time: 30%
General Description
The IT Support Manager will lead the IT Department in troubleshooting and maintaining computer hardware/software. The manager will be responsible for providing excellent customer service while resolving IT service requests, installing software, assisting with the onboarding/offboarding of staff members, providing technical support and maintaining company printers, mobile devices, and conference room equipment as well as other IT support duties.
This role is based in Houston, Texas and will report to the IT Director.
Duties
Incident Resolution
Provides documented break/fix solutions to resolve interruption or performance degradation issues with existing personal computing services with an emphasis on personal and rugged purpose-built computing HW, SW, OS, APP, mobile connectivity & associated peripherals, including workstation, peripheral or component troubleshooting and replacement, SW uninstall/reinstall and OS reimaging.
Recognizes, documents and addresses more complex and/or systemic problems and work with other technology support teams when required.
Asset Lifecycle Management
Provides timely and accurate updates of asset management records as a result of incident resolution, service request fulfillment, physical inventory/audit and refresh activities including status, location, assignment and others.
Recognizes, documents, resolves and escalates anomalies and inconsistencies between and within observed physical assets and recorded asset information.
Client Relationship Management
Engages clients to promote services and manage expectations for HW, SW, OS, APP, mobile connectivity & associated peripherals focused incident resolution and request fulfillment services.
Advocates the client perspective within Information Technology with an emphasis on personal and computing HW, SW, OS, APP, mobile connectivity & associated peripherals to ensure business objectives and requirements are incorporated into deliverables.
Manages the relationship between clients and other IT teams within Quanta.
Specialized Support Services
Provides specialized incident resolution and request fulfillment services having demanding performance standards such as after-hours support, executive support and other services as scheduled and/or assigned.
Provides other required support services during peak demand periods and other high volume scenarios as necessary
Image laptops with SCCM
Update and maintain process and procedure documentation.
Possess ability to work in Active Directory, Office, and other Microsoft Applications
Install and configure approved applications for end-users
Education and Experience Requirements
Bachelor degree in computer science or other related discipline is required.
Minimum of 5 years of experience with at least 1 year in Information Systems and 3 years in a directly related position with a mid to large size company.
Experience supporting HP, Dell and/or Lenovo workstations.
Experience supporting mobile/remote connectivity solutions specifically 5G mobile broadband and virtual private networking (VPN).
Experience with Microsoft SCCM.
Experience supporting multifunction devices (MFDs) and printers.
Experience working with IT Service Management systems.
Experience working with IT Asset Management systems.
Experience working with Knowledge Bases.
Preferred Education and Experience:
Bachelor s degree in computer science or other related discipline in combination with required experience mentioned above.
Experience performing other Customer Service/Facing related roles is considered a plus.
Licenses/Certifications
ITIL Foundations Certification required
Comp TIA A - required
ITIL Foundation - required
MCITP - preferred
MCDST - preferred
HDI Desktop Support Technician - preferred
Preferred Skills/Abilities
Ability to identify and correct reoccurring issues relating to workstations
Excellent customer service skills, including exceptional verbal and written skills
Strong problem solving/analytical skills
Ability to lift and move IT equipment such as computers, monitors, and printers
Understanding of service desk management best practices
Experience in IT/help desk management systems, to track, manage, and report on workload
Experience in proving support for a wide variety of end users with a various range of issues including, but not limited to, desktop, Operating Systems, hardware, software, email, etc.
Experience managing and deploying mobile devices
Imaging advanced level;
Cloud Applications intermediate level;
Client-Server Applications intermediate level;
Mobile Applications intermediate level;
Browsers advanced level;
Travel Requirements
Travel: Yes
Percent of Time: 30%
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