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IT Support Manager

  • Full Time
  • Remote

Job Description

As an IT Support Manager, you will play a crucial role in ensuring the smooth operation of our company’s technology infrastructure. Your responsibilities will encompass both technical expertise and team management. You’ll be the go-to person for resolving IT-related issues, supporting employees, and overseeing a team of support agents.

Key Duties and Responsibilities:

  1. Team Management:
    • Build, lead and manage a team of IT support agents.
    • Set performance goals, monitor progress, and provide regular feedback.
    • Foster a collaborative and positive work environment within the team.
  2. User Support:
    • Be the first point of contact for resolving IT support requests from employees.
    • Address user questions related to computer systems, software, and hardware.
    • Diagnose and troubleshoot technical issues promptly.
  3. System Maintenance and Configuration:
    • Monitor and maintain computer systems, networks, and peripherals.
    • Install and configure hardware and software components.
    • Update existing software and drivers as needed.
  4. Problem Solving and Documentation:
    • Analyze data to diagnose problems with computer systems.
    • Change configurations, settings, and permissions to resolve issues.
    • Keep accurate records of service requests and update tickets.
  5. Interpersonal Skills:
    • Establish strong relationships with clients and colleagues.
    • Listen to users’ technical needs and implement effective solutions.
    • Communicate effectively with various departments and executive levels.
  6. Additional Responsibilities (Depending on Company Needs):
    • Occasionally install network and camera cabling.
    • Set up wired/wireless networks, security camera systems, phone systems, and door access systems.

Qualifications and Requirements:

  • Experience: Minimum of 5 years in IT support and systems maintenance.
  • Skills:
    • Excellent written and verbal communication.
    • Good interpersonal skills.
    • Attention to detail.
    • Strong problem-solving abilities.
    • Change management ITIL practices

Preferred Experience (Not Mandatory, but Beneficial):

  • Unix/Linux
  • Microsoft Windows Desktop Environment.
  • Microsoft Windows Server Environment.
  • Microsoft Office 365 Cloud Environment.
  • On-Prem/Azure Active Directory Exchange Server.
  • VoIP Phone Systems and SIP Trunks.
  • IP and Coaxial Security Camera Systems.
  • Familiarity with HIPAA compliance.

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