Technical Support Manager

The Support Manager will lead our service desk with the responsibility of managing the tech support operations.  The ideal candidate will have a progressive track record of success supporting user devices in a combo environment running both PC and Mac based laptops, mobile devices running iOS and Android, as well as supporting other equipment and peripherals being used on prem and remotely.  This position will ensure service levels are within SLA requirements, and provide executive support to C-Levels as the escalation point for tickets not resolved by support reps.  Other duties and opportunities are as follows, but not limited to:

  • Lead a cohesive team creating a customer-focused culture that projects a helpful and supportive attitude to all associates
  • Mentor team members both on technical and operational skill sets, and reports support metrics to leadership
  • Hire, train, and set processes, policy and procedures for team members
  • Oversee and troubleshoot support activities, including installation of new and modified hardware and software, as well as hardware procurement and selection process
  • Serve as the highest-level support for end users, responding to escalated issues not resolved within the support team, and as primary support on devices running MacOS
  • Proactively identify issues that could impact end user experience and create and implement solutions
  • Manage technical process issues to improve service delivery and create new/future deployments
  • Manage MDM Platform and all devices running MacOS/iOS, Android, and Windows
  • Monitor hardware inventory (PCs, laptops & peripherals), making sure coverage is available to deploy
  • Monitor tickets received after hours and take appropriate action on priority issues
  • Sets on-call schedule for the support team
  • Respond to emergency situations and other critical matters when necessary
  • Ensure all desktop support processes are thoroughly documented and reviewed quarterly, manage the knowledge base accordingly
  • Maintain hardware updates, software deployments, updates/patches and golden image
  • Responsible for the creation and management of all PowerShell scripts
  • Establishes and maintains effective relationships with internal customers and gains trust and respect

QUALIFICATIONS

  • Bachelor’s degree or equivalent work experience providing second and third tier support for Windows and MacOS
  • Experience in system administration of MacOS and iOS systems, including installation, account management, backup/restore of data, network printers, app installation and license management, and other peripheral installations
  • Microsoft 365 Modern Desktop Administrator Associate certification strongly desired, CompTIA Network+ certification or comparable, ITIL methodology, ITIL Foundation certification
  • Experience with ITSM tools; ServiceNow experience preferred
  • Advanced working knowledge and proficiency with Windows OS, MacOS & main line Microsoft Office products such as Word, Excel, PowerPoint, Outlook, OneNote and Teams, OneDrive a plus
  • Must have working knowledge of Active Directory and Office 365 Administration
  • Excellent analytical and problem-solving skills
  • Excellent interpersonal skills, ability to work collaboratively in a team, verbal and written communication
  • Must be able to meet tight deadlines in a fast-paced, high volume environment while maintaining high levels of customer service
  • Self-motivated, taking initiative and not afraid of ambiguity or acting with minimum supervision
  • Thorough knowledge of network cabling/wiring and proper termination (Cat5e/6, T568A/B, patch panel punch-down, RJ45, etc.) and ability to correct wiring faults

COMPENSATION

$90K + incentives