Technical Support Manager
This is an exciting opportunity to join a top-notch company in this newly created position due to growth.
RESPONSIBILITIES:
Spend approximately 50% of your time hands-on, 30% of the time on project management and vendor management, and 20% on people management
Oversee the support ticket queue and coordinate with team members to deliver efficient technical assistance to employees for custom internal .NET applications, package software, hardware, desktop, etc.
Manage our MSP vendor that handles most of our network administration and support
Lead, mentor, and manage a team of systems support professionals
Provide guidance and training to enhance the team's technical skills and customer service capabilities
Oversee the management of the Jira support ticket queue, ensuring tickets are promptly assigned, prioritized, and resolved by predefined service level agreements (SLAs)
Offer hands-on technical support to employees, resolving hardware and software issues, and addressing technical problems with efficiency
Act as an escalation point for complex or high-priority incidents, driving their resolution and minimizing downtime
Supervise the incident and problem management processes, ensuring accurate incident logging, tracking, and resolution. Identify recurring issues, initiate root cause analysis, and implement preventive measures to enhance system stability
Collaborate with relevant stakeholders to manage and maintain the company's IT infrastructure, including servers, networks, and software applications
Oversee equipment procurement, upgrades, and replacements as needed
Develop and maintain comprehensive documentation on IT systems, processes, and procedures
Regularly update knowledge base articles and user guides to facilitate self-service and empower employees to resolve common issues independently
Work with external vendors and service providers to ensure timely and effective delivery of IT services
Collaborate with internal stakeholders, department heads, and management to understand their system support needs and provide appropriate solutions
Implement and enforce IT security policies, procedures, and best practices to safeguard company data and systems
Stay current with industry trends and emerging technologies, recommending and implementing security enhancements as necessary
This is a direct hire position. You can work remotely the majority of the time. On average, you will visit our Birmingham office 3 to 4 times a month for projects and important meetings. We highly prefer candidates who live in Birmingham; however, as long as you are within driving distance and willing to drive to the office when needed, you can live in other cities. This is a fantastic opportunity to take your career to the next level and drive innovative solutions.
REQUIRED SKILLS:
2+ years as a Manager managing a team of system support analysts supporting applications, package software, hardware, etc., in a Microsoft environment
Ability to be hands-on up to 50% of the time
Strong experience with the Microsoft stack, including Windows, O365, Active Directory, MS Office, SQL Server, etc.
SQL experience, including queries
Strong technical knowledge and hands-on experience supporting IT infrastructure, hardware, software, and networks
Familiarity with IT service management (ITSM) principles and ticketing systems
Excellent problem-solving skills and the ability to prioritize and manage multiple tasks in a dynamic environment
Exceptional communication and interpersonal skills to interact effectively with employees at all levels of the organization
Consultative personality
Must be a driver and proactive
Bachelor's Degree
PREFERRED SKILLS:
IT security practices and regulatory compliance
Jira
.NET applications
Must be authorized to work in the US. Sponsorships are not available.
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