IT Manager, Support (Help Desk Manager)This opportunity may be perfect for you if you have experience in:Exceptional Interpersonal Skills, Collaborative and InnovativeDemonstrated Problem-Solving and Solution Implementation AbilitiesStrong Leadership and Team Management SkillsAbout this position:Responsible for leading the Information Technology (IT) Support team including supervision, workflow, scheduling, and performance. Assists with computer equipment purchasing and installation. Supports technology training and orientation for end users.
Collaborates with Information Technology Management team to accomplish department, division, and Company goals.Responsibilities:Provide user support, ensuring familiarity with equipment, and networks, organizing support, troubleshooting, and facilitating repair for IT equipment.Collaborate with Human Resources to enhance new hire orientation, identify training needs, coordinate training sessions, assess current and future employee IT needs.Cultivate and maintain collaborative relationships with vendors, ensuring access to quality products/services.Oversee IT Support operations, including call center management and ticket system administration, with regular monthly reporting to management for informed decision-making.Keep up to date with policies and procedures, while maintaining a thorough understanding of available technology; assist with product implementation and continuous upgrades.Oversee administration of user accounts, permissions, and access rights in Active Directory; responsible for user documentation and IT forms necessary for setting up new user accounts and for documenting future changes associated with new user accounts.Manage, coach, and counsel IT Support team to meet department goals and achieve performance standards; encourage continuous improvement for career development; ensure availability of appropriate resources and timeliness of workflowWhat you will need to thrive in this role:In addition to your work and life experiences, as well as your passion and excitement for the profession, you would benefit from having:Education/Certifications/Experience:Bachelor's degree in information technology-related field or equivalent experience required8 years of relevant Support experience required3 years of supervisory experience preferredSkills/Knowledge:Demonstrated experience with standard software applications including Windows, Microsoft 365 applications and administration, call center management, help desk ticketing tools, and Active DirectoryEffective prioritization skills and ability to manage multiple tasks while meeting deadlinesStrong communications skills, both written and verbal; comfortable communicating, presenting, and collaborating with vendors, co-workers, and management one-on-one or in group settingsSolid problem-solving and solution implementation abilities; organized and detail orientedProven experience in training with ability to evaluate and/or create training materials a plusPhysical Demands:Must be able to sit for prolonged periods of time and walk/stand for periods of time.Must be able to repetitively use a telephone and computer mouse and keyboard.Ability to lift/move up to 25 lbs and/or crawl under desks or equipmentWhat we will bring to the table:We believe in investing in our employees and helping them grow their career with us. We offer a pleasant, inclusive work environment, career development opportunities, and competitive compensation. Through our total rewards program, we offer a comprehensive benefits package featuring:Competitive compensation including potential bonus and incentives as well as paid vacation, sick time, and holidaysMedical, Dental, and Vision Insurance and Flexible Spending PlanMultiple retirement plans including: 401(k), Pension, and Employee Stock OwnershipEducation and Tuition ReimbursementEmployee Assistance Program for our employees and their immediate family membersWe are an Equal Opportunity Employer.
Our philosophy and practice are to provide equal opportunity to all employees and applicants for employment without regard to race, color, religion, creed, gender, sex, pregnancy (including childbirth and related conditions), sexual orientation, gender identity or expression, status of being transgender, national origin, age, disability, genetic information, predisposing genetic characteristics or carrier status, marital status, familial status, amnesty, status as a victim of domestic violence, reproductive health decision making, citizenship or immigration status, prior convictions or arrests, military status, status as a protected veteran, known relationship or association with any member of a protected class, or any other federal, state, or local legally protected classes.The salary range for this position is $65,000 - $90,000 a year commensurate with experience and education. Additional compensation may be earned through the Company's annual bonus program, subject to individual and company performance.