Support Manager

Job Responsibilities

• Provide second-line support for desktops, laptops, phones, and printers, ensuring timely and effective problem resolution.
• Maintain high customer service standards, utilizing ticketing software to track support needs and documenting solutions for reference and training purposes.
• Conduct setup and deprovisioning of access accounts, along with audits and proof reports for network access changes.
• Participate in special projects, collaborating with cross-functional teams on IT implementations, and assist in associate training.
• Resolve technical issues related to Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Lead, plan, and implement assigned projects to completion.
• Support and mentor Technical Support staff, providing feedback, direction, and correction on support tickets and projects.
• Act as an escalation point for service desk requests.
• Establish best practices throughout the technical support process.

Job Qualifications

• Formal Education & Certification: Bachelor’s degree in Information Systems or related field or experience commensurate with four-year college degree.
• A+, Net+, or comparable certifications are a plus.
• Minimum of 5 years' experience in a Help Desk role, demonstrating proficiency in various aspects of Help Desk support.
• Technical certifications or training in PC hardware/software are highly desirable.