User Support Team Manager / User Support Service Delivery Manger

Who We Are:

We are a privately owned leading Managed IT Services company (Managed Service Provider). Since 1997 we have specialized in providing managed IT services and managed security services for our clients. which are made up of small to medium-sized enterprises. We are looking for highly passionate individuals to join our team to help and drive the growth and success of our company.

Job Details:

This position offers the flexibility of being either remote or based at our corporate headquarters in Milpitas. You will supervise and manage an IT desktop support team in a fast-paced environment, oversee the day-to-day work activities of the team, including timelines, expected customer experience, and prioritizing and allocating workflow. You will provide timely and effective advice, information, and expert technical interpretation on complex IT desktop support matters, in a manner easily understood by stakeholders. You will manage complex and competing demands with multiple stakeholders and actively manage systems for logging, monitoring, resolving, and referring IT desktop support activities. You will evaluate and respond to complex or contentious operational or service delivery issues to ensure that financial, reputational, and business risks are minimized and proactively make recommendations for prevention and resolution. You will manage the consistent use of company tools and methods to address and resolve user identified problems. You might work alone or in small teams and are responsible for establishing, diagnosing, repairing, maintaining, and upgrading hardware and computer equipment. Accomplishing these tasks requires you to remain in contact with colleagues either through telephone, e-mail, or face-to-face interaction. Keeping an inventory of various software and equipment as well as issuing these items to other workers also falls under your jurisdiction. On the System Administration side, you will master not only how to set up computer networks for our clients, but you will also be responsible for monitoring and updating networks, establishing new networks, providing network security, and educating non- network employees on proper computer usage and maintenance.

Requirements

• Proven working experience as a User Support Team Manager.
• 5+ years’ experience of providing Tier II IT support to end users.
• 4 yrs. of prior hands-on experience in a similar role
• At least 3 years of experience as a user support manager.
• Bachelor’s Degree in CS or related field
• The ability to build a cohesive team and manage people effectively. This includes the ability to coach and develop the team.
• Knowledge and experience with MacBook support
• Windows 7 and newer versions
• Mobile phone support
• Desktop Support & customer services
• Experience working with MDM such as Workspace One, Mas360 or alike.
• Experience working with SSO/MFA such as Okta, OneLogin or alike
• Confident in troubleshooting problems
• Windows 2008 or newer Versions
• Hosted Services such as Gmail and Office 365
• Symantec and ESET Antivirus
• Printing services
• Knowledge of GPOs
• VERITAS Backup Exec.
• Hosted VoIP services, Ring Central, Vonage, etc.
• Ability to produce clear and concise documentation.

Benefits

401(k) with company match

Company Paid Holidays

Health Care Plan (Medical, Dental & Vision)

Retirement Plan (401k, IRA)

Paid Time Off (Vacation, Sick & Public Holidays)

Family Leave (Maternity, Paternity)

Training & Development

Work From Home

Free Food & Snacks

Wellness Resources

ICE is proud to be an equal opportunity employer, focused on recruiting and retaining top talent at every level. We employ premier associates in the industry who deliver value and support to our growing customer base. In order to ensure Ice is holding itself to the highest level of delivery of outsourced managed services, and maintain the trusted and premier endpoint MSP solutions provider, all new employees must undergo our standard background check and drug screen test for pre-employment purposes.