Support Manager

Role Summary

The Support Manager will provide management & leadership over the Helpdesk with managerial responsibilities of Helpdesk Technicians, as well provide hands on support for the organization’s computer users when needed.  This position will be responsible for training, coaching, and leading Helpdesk Technicians and to be the escalation point for the technicians when they need help providing instructions to end users, repairing hardware and software malfunctions, and performing desktop system installations and upgrades. All activities will be performed in support of the strategy, vision and values of JE Dunn.

• Autonomy & Decision-Making: Makes most decisions independently and consults with executive management as needed.
• Career Path: Senior Support Manager

Key Role Responsibilities - Core

SUPPORT MANAGEMENT FAMILY – CORE

•    Stays current with all IT team solution directions and champions training when needed for the Helpdesk.
•    Serves as the escalation point for all technicians when escalations arise.
•    Conducts weekly meetings with each team member to ensure engagement is high and any personnel issues are resolved, or a plan is put in place to resolve.
•    Learns and trains all systems to serve as the knowledge leader of Helpdesk for basic end user inquiries regarding PC and telephony issues, utilizing phone and remote-control software.
•    Reviews tickets for accurate, timely and courteous responses to resolution.
•    Encourages voice communication on tickets as much as possible, trains technicians on skills to resolve issues and communicate with end users.
•    Creates and assigns work orders in the IT ticketing system, and documents resolutions.
•    Manges the preparation process for employee equipment use, ensuring proper installation of cables, operating systems, and appropriate software; contributes to, and documents configuration standards, and ensures technicians are implementing these standards.
•    Ensures technicians are maintaining records of daily data communication transactions, problems, remedial actions taken and installation activities.
•    Ensures clear and concise instructions regarding proper setup, use and configuration of hardware and software on systems are included as computers are deployed to end users, and ensures technicians are putting the correct instructions with all hardware going out to end users and following up with users to ensure there are no issues.
•    Ensures technicians are trained and able to perform hardware and software repairs, maintenance, and upgrades and maintains asset records.
•    Works with executive management to research new desktop hardware and software and performs testing on potential configuration changes.
•    Serves as liaison between the manufacturer’s support representative and the end user when needed, and ensures technicians know how to perform this level of service.
•    Coordinates technical aspect of office moves and is involved in promoting IT standards in new office design where possible.
•    Establishes and maintains collaborative relationships at all levels of the organization.
•    Challenges the status quo; encourages innovative ideas and new ways of doing things.
•    Serves as problem manager for the IT tickets coming in, suggesting to executive management when problem tickets need to be created and managed to completion.
•    Provides executive management Helpdesk statistics on ticket servicing as a whole and per individual.
•    Works closely with Asset Manager to ensure correct equipment is purchased and available at proper locations per standards created and executive management direction.
•    Proposes training needs and office visits for the Helpdesk with budget in mind.
•    Maintains fiscal records and follows procedures to ensure effective and efficient operations.

Key Role Responsibilities - Additional Core

N/A

Knowledge, Skills & Abilities

• Ability to perform work accurately and completely, and in a timely manner
• Ability to communicate in a respectful manner
• Proficiency in MS Office & IT ticketing systems
• Listening skills
• Ability to quickly and effectively solve complex problems
• Ability to deliver quality through attention to detail
• Thorough knowledge of personal computer software including operating systems
• Thorough knowledge of PC components and associated hardware
• Ability to solve technical issues
• Ability to manage a team
• Ability to provide performance management feedback and complete evaluations
• Ability to provide mentorship to less experienced team members
• Ability to build relationships with team members that transcend a project
• Knowledge of networking and telecommunications
• Ability to build relationships and collaborate within a team, internally and externally

Education

• Associate’s degree in computer science or related field (Required)
• In lieu of the above requirements, relevant experience will be considered.

Experience

• 5+ years previous help desk or desktop experience (Preferred)

Working Environment

Benefits Information

The benefits package aligned to this position is Professional Non-Union. Please click the link below for more details.

Click here for benefits details.