Senior Manager, IT Support

The IT Sr. Support Manager manages a team responsible for resolving end user technical support needs including hardware, software applications, licensing and networking.  This individual manages, directs, or supervises staff and the development and implementation of the IT Help Desk function to ensure a high level of service and availability to internal IT customers. This role  will serve as an escalation point for their direct reports for both technical and customer support issues. Additionally, this role manages the in-depth evaluation of best-in-class service concepts in the marketplace to determine appropriate standards and service metrics for the organization and to adopt best practices. Lastly, this role is responsible for managing priorities and workload for the team.

WHO YOU ARE

• Knowledgeable. Your background includes a combination of business and information technology, which you’ve built through both educational and professional experiences.  You’re comfortable with information gathering, data collection, and data analysis, in addition to problem solving with a customer focus in mind.  You also have a broad-based familiarity with building data models, evaluating trends, and identifying areas for improvement. Without a doubt, you’ve got strong analytical skills and you know how to apply them accordingly across a variety of data-related activities.
• Technologically Savvy. You’ve got a solid proficiency in writing SQL queries. You’re also comfortable working with relational database concepts and have a knack for quickly mastering new software. In other words, technology is one of your closest friends!
• A Business Liaison. When it comes to integrating business processes with systems you enjoy being the conduit with your business partners to lead the project execution and train affected users. You work closely with business partners to gather needs systematically, review viable solutions, test new functionality along the way, and track post-implementation results. Data helps you schedule work, implement agreed-upon changes, and complete assigned projects timely.
• A Problem Solver. Your previous experience has increased your understanding of data relationships, which has influenced your ability to identify relevant trends and effectively summarize possible solutions.  As a result, you are often the go-to when it comes to translating business needs into functional and technical requirements for development staff.
• A Strong Communicator. Your writing and speaking skills are clear, articulate, and effective, demonstrating your ability to interact with all levels and various teams within the organization and be understood.  In addition, you’re skilled in compiling and delivering presentations that help to coordinate efforts between business partners and IT.  By delivering clear communication, you help to ensure that projects stay on time, deliverables meet budget, and key stakeholders are aware of project statuses.
• Organized, Efficient, and Accountable. You multitask well, re-prioritize accordingly, and meet deadlines consistently. You have a keen eye for detail and pride yourself on delivering quality work.  Above all, you are flexible and able to juggle the needs of changing priorities of the business. In other words, you handle pressure well and do so with confidence!
• Passionate. Motivated. Eager to Learn.  You are resourceful, ask smart questions, challenge the status quo, and regularly seek to understand. You invest extra energy to reach your goals. And when a special project arises, you volunteer!
• Trustworthy and Discerning.  The ability to work with confidential information, while using discretion, is crucial to this position.

WHAT YOU’LL DO

• Manage both the application and hardware support teams, composed of both internal and outsourced analysts, with the primary objective of reducing the backlog of tickets. Utilize various communication channels, including phone calls and emails, to connect with end users, ticket owners, and managers. The goal is to validate and resolve issues efficiently, ensuring timely resolution and improved customer satisfaction.
• Proactively monitor assigned and open tickets, contacting customers when necessary, and ensuring tickets are updated on a timely basis.
• Manage the technical evaluation of past performance patterns to identify likely areas needing process or procedural enhancements.
• Manages the development or revision of policies and structured escalation procedures to efficiently deal with problems when they arise. Requires progressive IT customer and technical support for a large a