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IT Support Manager

Job Title: IT Support Manager
Department: Information Technology
Reports To: Chief Information Officer

The IT Support Manager is responsible for all technical support activities in a 24/7/365 environment and oversees timely delivery of quality technical support service to customers. The IT Support Manager is responsible for supporting windows based software systems, ensuring integrity of desktop computers/laptops, point of sale terminals, network printers and copiers, and miscellaneous hardware devices. This includes technical support from the point of equipment purchase, and preventative maintenance through asset disposal. In addition, the IT Support manager will oversee the installation and support of desktop applications, first tier support for enterprise applications, and department specific applications. The IT Support Manager will ensure that the company's technical assets (hardware and software) are inventoried, protected, and that internal controls, policies and procedures are followed. The IT Support Manager will use the standard project management life cycle to manage technical and capital projects.

Supervisory Responsibilities
The IT Support manager directly supervises the System Specialist Supervisors, IT Coordinator, Telecom Technicians, and the Systems Specialists I, II, & III’s. Supervisory duties include interviewing, hiring, and training employees; determining personnel requirements, setting schedules; planning, assigning, and directing work; and insuring that those under their direction have adequate resources to complete their jobs. Other responsibilities also include appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. This position carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.

Education and/or Experience
Bachelor's Degree (BS/BA) in a computer related field from four-year college or university plus eight years of technical support and management experience, or equivalent combination of education and experience required. Master’s Degree preferred.

Certificates, Licenses, Registrations
ITIL (IT Infrastructure Library) certification preferred.

Computer Skills
Individual must possess a high level technical knowledge and experience including, but not limited to, client/server & web applications, databases, LAN & WAN concepts, virtual desktops, desktop software, security, cellular technology, and hardware peripherals. The individual must have an understanding of complex integration requirements among various technologies and mixed environments. The position requires experience with Windows 10, Windows 2012 Server and Active Directory. Ability to maintain help desk software and make recommendations for new systems. AS400 and Unix/RS6000 experience would be a plus. Individual must demonstrate experience managing help desk systems and have a working knowledge of telecommunications systems including radio, cell and Voice over IP.

Other Qualifications
Practical knowledge and experience with information technology and help desk best practices. Desktop security and ITSM Best Practices. Must have experience with MS Office and be highly proficient in Excel. SQL knowledge would be a plus. Must be able to work flexible hours, including hours beyond the normal schedule when necessary to be on call 24/7/365 to answer calls from internal customers and staff.

Language Skills
Must be able to read, write, speak and understand English.

Physical Demands
While performing the duties of this Job, the employee is regularly required to stand; walk; use hands and fingers to handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl and talk or hear. The employee is occasionally required to sit. The employee must frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment
While performing the duties of this Job, the employee is regularly exposed to secondary smoke and risk of electrical shock. The noise level in the work environment is usually loud.


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