Job title: Support Manager – IT

Company: The Middlesex Corporation

Job description: Position Summary

The IT Support Manager will manage the performance of Level 1 and Level 2 services and support and ensure that service levels are achieved. S/he will ensure that customer expectations are met or exceeded. The Support Manager will be responsible for ensuring staff are meeting and exceeding expectations regarding performance, meeting defined metrics/benchmarks, and that both company and ITIL standards and processes are followed. As head of the support team, they will be responsible for maintaining a high level of customer satisfaction and finding ways to measure and improve it.

Responsibilities:

  • Train, coach, and mentor Support Specialists including career development. Oversee staff activities. Build/obtain training material for support staff.
  • Oversee 100% of the requests, incidents, and problems. Manage and coordinate urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers.
  • Provide data and reporting of KPI’s and trends ad-hoc, weekly, monthly, and as needed. Drive ticket deep dive and develop strategies for improvement. Work to make Service Desk the single source of truth and service delivery channel for IT.
  • Oversee solutions knowledge base and ensure top quality solutions are available to the staff. Develops Service and Business Level Agreements in accordance with ITIL standards to set expectations and measure performance. Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation.
  • Manage all aspects of computer set-up, installation, troubleshooting, service, upgrades, and maintenance.
  • Analyze client problems with Windows, Server OS’s, Office 365 applications, and wireless devices and networking using own skills, the solutions knowledge base, and other resources available to Support
  • Responsible for the management of the company’s IT assets
  • Record, track, and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution
  • Create and maintain user-facing and internal documentation and department policies & SOPs
  • Act as Subject Matter Expert (SME) for all Middlesex software.
  • Perform other duties and responsibilities as assigned

Qualifications:

  • Bachelor’s degree in computer science, business computing, or a related field preferred; or equivalent combination of education, certification, and experience
  • Minimum of five years of experience in IT Support, two years of which should be in a service desk manager or similar role
  • ITIL certification is a big plus
  • Excellent leadership and people management skills with demonstrated experience mentoring and training a cohesive team
  • Excitement to provide a best-in-class customer service experience
  • Demonstrated knowledge of isolating and resolving problems related to Windows OS, TCP/IP, Edge and Chrome browsers, Microsoft 365, wireless devices, MDM, and wireless network connectivity
  • Demonstrate experience with ethernet, host applications, and remote support tools
  • Demonstrate ability to integrate work across relevant areas, manage risks & safety appropriately, and provide exceptional service & support to all customers
  • Demonstrate strong ethics, interpersonal skills, communication, and the ability to effectively manage stress and engage in continuous learning
  • Expert problem-solver with the ability to sort through complex issues and conduct a comparative analysis of multiple solutions

Necessary Attributes:

  • Must possess the ability to adapt to different personalities and management styles
  • Team player and with excellent interpersonal skills
  • Self-starter with excellent verbal and written communication skills
  • Reliance on experience and judgment to plan and accomplish goals
  • Dedicated, organized and hard working
  • Strong commitment to success of all
  • Possess a strong work ethic
  • Demonstrate the upmost professionalism in how you represent yourself
  • Show quality in everything you do
  • Lead with integrity while producing high quality work

Please see HR for information on physical demands and work environment of this job.

PI154149051

Expected salary:

Location: Orlando, FL

Job date: Sat, 20 Nov 2021 08:09:48 GMT

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