Job Summary
As Support Manager, you will lead the delivery of responsive, high-quality technical support exclusively for AssuranceAmerica associates. Working closely with the Infrastructure, Data, Development, and other internal teams, you will oversee the resolution of hardware, software, systems, network, telephony, access, and cloud-service issues. The role also partners with external vendors to evaluate, procure, implement, license, and support technology systems, software, and related services for internal business use. The successful candidate will combine strong people leadership, technical knowledge, vendor coordination, and problem-solving skills to improve the associate support experience and ensure reliable IT services.
Job Responsibilities
- Provide second-tier support for desktops, laptops, phones, and printers, ensuring timely and effective problem resolution.
- Maintain high associate service standards, utilizing ticketing software to track support needs and documenting solutions for reference and training purposes.
- Conduct setup and deprovisioning of access accounts, track network access changes, conduct routine user access audits to applications and services.
- Participate in special projects, collaborating with cross-functional teams on IT implementations.
- Support and mentor Technical Support staff, providing feedback, direction, and correction on support tickets and projects.
Qualifications
Required
- Bachelor’s degree in Information Systems, Computer Science, or a related field, or equivalent education and professional experience.
- Minimum 5 years of experience in a Help Desk management role, demonstrating proficiency in various aspects of Help Desk support, including Zendesk, ServiceNow or comparable systems.
- Familiar with PC setup/configuration and deployment utilizing MS Intune and other device management systems.
- Experience with Active Directory, Entra ID and Microsoft Azure.
- Active Directory and Entra ID User Setup and Management, asset management, and network LAN/WAN experience (TCP/IP/Subnet, VLAN).
- Strong communication and analytical skills for interactions with associates, business leaders, internal technology teams, and vendors.
- Exceptional customer service, communication and interpersonal skills.
- Ability to manage multiple priorities independently for multiple managers or department staff.
- Capability to interact with users of varying levels of computer expertise.
Preferred
- ITIL 4 Foundation or higher and a relevant intermediate-level technical certification—such as Microsoft 365 Certified Endpoint Administrator Associate, Microsoft Certified Azure Administrator Associate, CompTIA Security+, or an equivalent industry certification—are preferred.
- Advanced IT service management, project management, cloud, endpoint management, or security certifications are a plus.
