What are the responsibilities and job description for the Technical Support Manager position at Visionaire Partners?
Technical Support Manager
This is an exciting opportunity to lead a team providing technical support to our internal team.
RESPONSIBILITIES:
- Lead a team to provide technical support services to our internal team.
- You will spend approximately 65% of your time on management, 15% process escalations, 10% tech escalations, and 10% user “training”
- Hire and manage the IT support team, including technicians, specialists, and help desk associates.
- Mentor and train your team.
- Define technical specifications that support the business needs for end user computing (e.g., power laptops, standard laptops, desktops, docking stations, etc.) as well as standard conference room equipment.
- Develop schedules and allocate resources to ensure coverage and service delivery.
- Oversee and prioritize resolving technical issues and service requests, ensuring service-level agreements (SLAs) are met.
- Act as an escalation point for complex or high-priority technical issues.
- Ensure that all support tickets are tracked, updated, and resolved promptly.
- Monitor and maintain the health of hardware, software, and networks to ensure minimal downtime.
- Work with other IT departments to implement IT systems, system upgrades, patches, and configurations.
- Use data to identify opportunities for process optimization and develop best practices and procedures for IT support..
- Provide monthly help desk metrics and regular updates on the status of IT issues and improvements to end users and management.
- Assist with developing and supporting the budget, including tracking expenses and ensuring cost-effective solutions.
- Procure and manage IT assets such as hardware and software, ensuring the organization has the tools to operate efficiently.
- Maintain accurate IT incidents, resolutions, and end-user computing asset inventory records.
This is a direct hire position. You will be based out of our Decatur office and several times a month visit our other offices in metro Atlanta. Great opportunity to make an impact.
REQUIRED SKILLS:
- 3 years in a technical support management role
- Strong understanding of IT infrastructure, networking, and security protocols. You must be very technical and can be hands on when necessary.
- Strong technical IT support knowledge
- 2 years of previous experience as a Tier 2 or 3 Technician
- Ability to troubleshoot and resolve tickets involving Windows and MacBook workstations, tablets, printers, office and remote-access networking, Virtual PCs, and Microsoft M365 (especially Teams, Word, Excel, and PowerPoint)
- Expert-level proficiency with Microsoft Office, Virtual PCs, and VPN remote access applications, especially helping supported users achieve high productivity
- Experience configuring and managing a ticketing system
- Familiarity with IT service management (ITSM) frameworks (e.g., ITIL)
- Excellent customer service, communication, and interpersonal skills
PREFERRED SKILLS:
- Jira Service Manager
- Bachelor's Degree
Must be authorized to work in the US. Sponsorships are not available.
