IT Support Manager

The IT Support Manager is a key leader responsible for managing strategic operations, vendor relationships, and the long-term vision of the desktop services team. Reporting to the IT Regional Manager, this role plays a critical part in delivering on the firm’s IT roadmap while ensuring exceptional customer service and technical support. The ideal candidate thrives in a fast-paced, team-oriented environment and demonstrates flexibility in managing diverse projects and support tasks.

Key Responsibilities:

• Leadership and Strategy:

• Oversee the strategic operations and long-term planning of the desktop services team.
• Ensure alignment with the firm’s IT roadmap and organizational goals.
• Vendor Management:

• Manage relationships with outsourced vendors, including ConvergeOne (formerly SPS) and other service providers.
• Video Conferencing Support:

• Maintain and support IP-based video conferencing technologies, including Cisco and Lifesize platforms.
• Configure and manage Cisco and Lifesize codecs, Crestron A/V controllers, and other related hardware.
• Support cloud-based meeting platforms such as Cisco WebEx, Zoom, Skype for Business, GoToWebinar, and CMR.
• Assist with the migration to Cisco’s Unified Communication Platform (CUCM) from ConvergeOne’s hosted solution.
• Desktop Services:

• Provide expert-level support for Windows 7 and 10 operating systems, user profiles, and Active Directory.
• Manage group policies, registry settings, and desktop configurations.
• Customer Service:

• Deliver high-quality technical support with a focus on customer satisfaction.
• Communicate effectively with users, providing clear and timely updates on issues and resolutions.
  
  
  

Qualifications and Skills:

• Strong knowledge of IP-based video conferencing technologies and hardware, with expertise in Cisco and Lifesize platforms.
• Experience with Cisco Unified Communication Manager (CUCM) preferred.
• Familiarity with Crestron audio/visual controllers and hosted VC services.
• Proficiency in supporting cloud-based meeting platforms, including WebEx, Zoom, Skype for Business, and GoToWebinar.
• In-depth understanding of Windows 7 and 10, Active Directory, group policies, and registry configurations.
• Exceptional communication and interpersonal skills, with the ability to convey technical information clearly.
• Strong work ethic, positive attitude, and commitment to customer service excellence.
  
  
  

Ideal Candidate Profile:

• A self-motivated and creative problem solver who excels in dynamic, high-growth environments.
• A team player who collaborates effectively with colleagues and contributes to a positive team culture.
• Customer-service oriented, ensuring technical solutions meet user needs with professionalism and clarity.
  
  
  

This role offers an exciting opportunity for a proactive and skilled professional to lead desktop services operations and drive impactful IT initiatives.