IT Support Manager

Overview

Think of yourself as someone who leads and manages all functions related to desktop support hardware and software maintenance while providing service coordination for projects such as movements, ramps, and new campaigns.

Key Responsibilities:

• Oversee the administration and maintenance of computer stations and software across the company, providing additional support when necessary.
• Manage troubleshooting, software/system backups, archiving, and disaster recovery, offering expert support as needed.
• Collaborate with project teams to help implement internal systems.
• Respond to escalated IT Service Desk / IT Help Desk issues assigned to IT Support.
• Manage hardware and software tracking, administration, and maintenance.
• Engage with internal clients at all levels to resolve IT-related issues and provide timely solutions.
• Build and maintain vendor relationships, overseeing the purchase of hardware and software products.
• Manage IT procurement at the regional level, ensuring responsible asset management.
• Conduct performance evaluations and mentor junior team members, guiding them through professional development.
• Support career development plans, encouraging team members to take ownership of their growth.
• Challenge and inspire team members to advance toward their professional development goals.
• Actively seek and participate in development opportunities beyond required training.
• Ensure accurate inventory and tracking of all IT hardware and software assets across all sites.

Required Qualifications:

• Minimum of 3 years of experience in IT Desktop Administration, Supervision, or Management.
• Strong knowledge of Desktop, Service Desk, and Helpdesk operations, including installation, configuration, maintenance, and repair.
• Experience with IT requirements in a call center environment, particularly in Operations Support.
• Skilled technical writer, capable of documenting problems and solutions for customers and IT support personnel.
• Strong supervisory and people management skills.
• Effective time and project management skills.
• Excellent verbal and written English communication skills.
• Adaptability to changing work schedules and hours.
• Strong problem-solving, decision-making, and analytical skills.
• Customer-oriented mindset, with excellent troubleshooting techniques.
• Well-organized with strong follow-through on commitments to customers.

Education / Certifications:

• Bachelor’s Degree in ECE, Computer Engineering, Computer Science, Information Technology, or any IT/Computer-related field.
• Certifications preferred: ITIL v3, Microsoft, SCCM.

Job Type: Full-time

Education:

• Bachelor's (Required)

Experience:

• IT Desktop Administration: 3 years (Preferred)

License/Certification:

• SCCM (Preferred)
• ITIL v3 Certification (Preferred)

Willingness to travel:

• 25% (Preferred)

Work Location: In person