IT Support Manager

We are seeking an experienced IT Support Manager to lead our national and international support team. The ideal candidate will be responsible for overseeing the daily operations of the IT support team, ensuring efficient resolution of tickets, optimizing processes, and delivering high-quality customer service.

Requirements

• Manage and mentor an IT support team, including national and international employees.
• Lead by example, providing excellent customer support and demonstrating patience and professionalism.
• Conduct regular performance reviews, training, and development initiatives for team members.
• Oversee support ticket queues, ensuring timely resolution and adherence to SLAs.
• Track and optimize response and resolution times to improve overall support efficiency.
• Follow up on complex support issues, providing strategic solutions and root cause analysis.
• Ensure all support tickets and issues are handled in a timely and efficient manner.
• Provide support for hardware, internal SaaS solutions (such as the company’s Electronic Medical Record system), and third-party software solutions.
• Troubleshoot and resolve issues related to PCs, laptops, printers, network devices, and other IT infrastructure.
• Assist employees with system access issues, software errors, and functionality concerns.
• Escalate unresolved technical issues to the appropriate internal teams for further investigation and resolution.
• Continuously improve support processes and procedures to maximize the effectiveness of the team and available resources.
• Monitor support trends, identify recurring issues, and work proactively to prevent future problems.
• Regularly report key support metrics, trends, and improvement areas to executives and team members.
• Work closely with engineering and infrastructure teams to report software, SaaS platform, and infrastructure issues.
• Ensure seamless communication between IT support and other technical teams, facilitating prompt resolutions.
• Calm and manage upset clients and employees, demonstrating excellent problem-solving and communication skills.
• Ensure all support interactions align with company policies and customer service standards.
• Maintain expertise in helpdesk software such as Freshdesk, Zendesk, ServiceNow, or equivalent tools.
• Ensure helpdesk tools and workflows are used efficiently to track and resolve support requests.
• Stay up to date on IT service management best practices and emerging technologies.

Benefits

• Health, Dental, Vision Insurance
• Generous 401k plan
• Paid time off and holidays
• Life Insurance
• Education stipend