Technical Support Manager Jobs

Job Summary:

The Technical Support Manager will oversee the technical support and service operations and functions in the organization, as well as provide hands-on technical support to internal users.

Duties & Responsibilities:

• Serves as the primary liaison to external technology vendors. Creates, documents, and manages escalation procedures and processes, and ensures service level agreements (SLA) are followed and maintained.
• Responsible for all aspects of Microsoft SharePoint environment and tools, including the design, development, operation, administration, documentation, training and maintenance of key SharePoint infrastructure and business solutions.
• Communicates with internal customers, team members, and management regarding all aspects of help desk operations and ongoing technical issues. Follows up with customers to gauge their satisfaction with problem resolution; identifies tech support problem areas and, if warranted, implements corrective actions.
• Identifies and recommends upgrades and changes to hardware and software, maintaining efficient and effective operations in the organization.
• Provides outstanding first level technical support to resolve hardware, software, and network issues, escalating to external technology vendors as appropriate.
• Provides the technical direction required to resolve complex issues to ensure the on-time delivery of solutions that meet customer expectations.
• Supports onboarding and off-boarding of employees on corporate systems.
• Assumes additional responsibilities and leads special projects as assigned.
• Safeguards system security and improves overall network efficiency by training users and promoting security awareness.
• Ensures all support requests are well documented in the IT ticketing system, from the creation of the ticket to the successful resolution and uses these metrics to evaluate performance.
• Collaborates with users to assess information security threats and recommends needed programming or process changes.
• Helps to develop, document and train users on IT systems, best practices, company policies and procedures. Creates and updates job-aids and other documentation to support end users.
• Maintains knowledge of trends and developments in information technology, alerting leadership of the effects widespread software and hardware revisions, changes, and discontinuation will have on the organizations systems and operations.

Qualifications:

• Demonstrated leadership and decision-making skills.
• Proficient with or able to quickly learn the software and applications used in the organization and the industry.
• Proficient with Microsoft 365, including SharePoint, Exchange Online, Azure AD, and Microsoft Endpoint Manager.
• Experience in remote support.
• Natural collaborator and problem solver.
• Bachelor’s degree in information systems, computer science, or related field.
• 5+ years of related experience, with at least one year in a supervisory role preferred.
• IT certifications such as CompTIA A+, Microsoft 365 Fundamentals, MTA, and/or MCSE preferred.
• Able to trouble shoot a wide variety of technical issues.
• Strong project management ability.
• Thorough understanding of technology, software, and hardware.
• Dedication to continuous improvement.
• Natural collaborator with exceptional customer service and problem-solving skills.