It Support Manager Jobs

Our client, a well known Global Payment Processing company is urgently looking to hire an IT Support Manager to join their team on a HYBRID schedule in Boston, MA!

** This is a Direct hire role with bonus and full benefits package on a W2! **

The IT Support Manager located in Boston will manage the US IT Support team, reporting to the Global Head of IT Support and Infrastructure

Required Skills & Experience

• Strong analytical and problem-solving skills with a passion for technology
• A comprehensive technical grounding and experience with supporting hardware and software business solutions
• Good knowledge of cloud technologies (Azure), OneDrive, SharePoint and MS Teams
• Desirable skills: Experience within the Financial Services Industry, Microsoft qualifications such as MCSA or MCSE, Cisco certification
• 7+ years of mentoring/managing experience
• Experience with Windows desktops, laptops, Microsoft Office products, mobile phones, video conferencing equipment, phones, printers, O365, Windows servers, Azure, Network switches and Wireless networks
• WITH 3-4+ years of hands on helpdesk experience
• Bachelors degree or higher

Responsibilities

• Reduce the time to complete service requests by implementing self-service & automation tooling
• Research best practice solutions and IT platforms to support a growing business; define the business problem, research options, make the recommendation and work with senior management to decide the appropriate action plan. Drive the agreed solution to completion while ensuring the deadline and budget is met
• Support the Technology platforms such as MS Windows and Office, third party financial software and plugins as well as video conferencing
• Manage the Major Incident process including resolution management, providing timely communications, and producing the root cause analysis documentation
• Conduct ongoing measurement of SLAs by both the internal team and suppliers to ensure delivery to agreed SLAs
• Coordinate activities with the MSP partner and hold them to robust SLAs
• Insure effective reporting for service operations
• Drive Service Desk KPI’s towards achieving a world class service by ensuring high resolution on first call and robust processes to quickly resolve user requests
• Manage and coordinate a team of Service Desk Engineers through 1:1s including coaching and development of skills and capabilities