OverviewThis role is responsible for leading the IT Support team, overseeing daily operations, service delivery, team performance, and end-user support. The ideal candidate is a collaborative leader with strong problem-solving skills and a passion for developing people and improving IT support operations.
Responsibilities- Lead and manage the IT Support/Help Desk team, including staffing, scheduling, workflow, performance management, coaching, and career development.
- Oversee day-to-day Help Desk operations, including ticket management, call center activities, escalations, service levels, and workload prioritization.
- Provide hands-on guidance for troubleshooting hardware, software, network, and Microsoft 365 issues.
- Monitor support metrics and develop monthly reports and KPIs for management to evaluate service performance and identify improvement opportunities.
- Manage Active Directory user accounts, permissions, access rights, and onboarding/offboarding documentation.
- Partner with Human Resources to improve new-hire technology orientation, onboarding, training, and IT support processes.
- Identify employee technology needs and coordinate appropriate training programs and educational materials.
- Assist with IT hardware purchasing, deployment, installation, upgrades, and technology implementations.
- Develop and maintain strong relationships with IT vendors and service providers, ensuring quality products and services.
- Stay current on IT policies, procedures, technologies, and best practices; recommend and implement improvements as appropriate.
- Partner with IT management and cross-functional teams to support department and company-wide technology initiatives.
- Promote continuous improvement, operational efficiency, and a strong customer-service culture within the IT Support team.
Qualifications- Bachelor's degree in Information Technology or a related field, or equivalent professional experience.
- 8+ years of IT Support/Help Desk experience.
- 3+ years of supervisory or team leadership experience preferred.
- Experience managing or supporting Help Desk/Call Center operations and ticketing systems.
- Strong knowledge of Windows, Microsoft 365 applications and administration, Active Directory, and end-user computing.
- Experience with user account administration, permissions, access management, and IT onboarding processes.
- Strong understanding of IT support operations, troubleshooting, and service delivery.
