IT Support Manager

TII Family of Companies
 Pittsburgh, PA

IT Support Manager

Purpose: The IT Support Manager is responsible for meeting the targets and expectations for customer service and support performance. This individual will manage the IT Service Desk team and related IT processes and tasks, establish relationships with internal and external customers, and service and maintain systems, software, hardware, and user connectivity. This individual is also responsible for the effective IT onboarding and support of internal and external customers.

Essential Responsibilities:

  • Interact with business team leaders to understand service level expectations and communicate the same to team members. Ensure SLA objectives are met and measurement and reporting processes are in place.
  • Effectively manage, develop, and train the Service Desk team. Conduct and share results from service and operation performance reviews.
  • Ensure that all processes used by the Service Desk are thoroughly documented, consistently audited, and regularly improved.
  • Ensure IT processes are consistent, repeatable, and align with best practices.
  • Maintains familiarity with current and upcoming IT equipment, services, and other developments.
  • Coordinates troubleshooting, support, and service for equipment, systems, and networks when necessary.
  • Maintains accurate inventory and knowledge of IT assets, both hardware and software, across the organization.
  • Maintains an IT knowledge base for effective troubleshooting and resolution of common IT tasks and service requests.
  • Maintain all documentation for deployment, maintenance, upgrades, and problem resolution activities.
  • Assists in technology implementation projects and provides hands-on IT support, when needed.
  • Be aware of and manage the costs of running the Service Desk.

Position Requirements:

  • Bachelors Degree in Computer Science or a Related Field; equivalent education through certifications and/or experience will be considered
  • 5+ years in a technical service desk role, or equivalent experience
  • Strong desire to deliver a high-level of customer service
  • Ability to build strong relationships with various personality types
  • Strong communication, organizational, time management, and troubleshooting skills.
  • Ability to creatively find solutions to problems and needs
  • Proactive and independent sense of urgency for project and task completion.
  • Ability to handle multiple tasks in a fast paced environment
  • Ability to communicate effectively between technical and non-technical audiences.
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