The Role:The Manager of IT Support is responsible for leading a team that provides technical assistance and support for internal users, ensuring efficient resolution of IT-related issues. This role involves managing support operations, optimizing processes, and ensuring high-quality customer service within the IT support team.
What you'll do:Team Leadership and Management:- Lead and manage a team of IT support technicians, providing guidance, coaching, and performance management.
- Foster a positive and collaborative work environment, encouraging teamwork and professional development.
IT Support Operations:- Oversee day-to-day IT support operations, ensuring timely resolution of technical issues and service requests.
- Establish and enforce service level agreements (SLAs) for incident response and problem resolution.
Process Optimization and Documentation:- Develop and improve support processes, workflows, and documentation to enhance efficiency and consistency in service delivery.
- Maintain an up-to-date knowledge base and documentation for troubleshooting and resolution procedures.
User Assistance and Training:- Provide technical assistance to users, troubleshoot hardware, software, and network issues, and resolve escalated support tickets.
- Develop and conduct training sessions or workshops to enhance users' technical skills and self-help capabilities.
Vendor Management and Resource Allocation:- Manage relationships with third-party vendors, suppliers, and service providers for IT support-related services or products.
- Allocate resources effectively to meet service demands and ensure appropriate coverage.
IT Asset and Inventory Management:- Oversee inventory management of hardware, software, and IT assets. Maintain accurate records and ensure asset tracking and lifecycle management.
Performance Metrics and Reporting:- Establish and track key performance indicators (KPIs) for the IT support team. Generate regular reports on team performance and incident trends.
Security and Compliance:- Ensure compliance with IT security policies, procedures, and best practices in all support activities.
- Collaborate with security teams to enforce security protocols and prevent cybersecurity threats.
Who you are:- Bachelor's degree in computer science, information technology, or a related field. Relevant certifications (e.g., CompTIA A+, ITIL, HDI Support Center Manager) are advantageous.
- Proven experience (5+ years) in IT support, helpdesk operations, or a similar role, with at least 2 years in a managerial or supervisory capacity.
- Proficiency in IT support tools, ticketing systems, and remote assistance technologies.
- Strong leadership, problem-solving, and decision-making skills.
- Excellent communication, customer service, and interpersonal abilities.
Compensation:The estimated base annual salary range for this position is $74,228 to $100,426. However, a candidate's base yearly salary will be determined based on a range of factors, including, but not limited to, qualifications and experience. This position may additionally be eligible for an annual discretionary bonus.
What are the perks?- Generous time off policy that allows you to put your family first
- Opportunity to work on the cutting edge of pharmacy automation in a high growth tech company
- Competitive benefits, salary, and tuition reimbursement programs
- Commitment to professional development and working for a company where your voice is heard
