IT Support Manager 1

We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, inclusive culture and talent experience and our ability to be compelling to our clients. You’ll find an environment that inspires and empowers you to thrive both personally and professionally. There’s no one like you and that’s why there’s nowhere like RSM.

The IT Support Manager is responsible for functioning primarily as a liaison between Business Process and Technology and the local offices. This role requires an understanding of the business needs and how IT changes affect the business, and effective communications regarding IT changes. The Support Manager leads their team and customers in support of IT changes. This position maintains business knowledge and relationships to appropriately align key Information Technology processes with business units.

IT Support manager is responsible for the daily operation of both the IT support team members and customer operation within the assigned region /country.

• Understand regional projects, concerns, customer feedback, infrastructure or application performance and issues.
• Create and maintain relationships with Market leaders, office leadership.
• Manage internal processes & procedures and ensure they are being performed to standard.
• Work with management team to support business requirements.
• Discuss Technology initiatives with various stakeholders.
• Strategize in ways to improve the customer experience while providing adequate support.
  
  

Support Queue Management

• Manage IT support queue to ensure metrics are being met
• Ticket and Live chat reviews to ensure quality
• Provide escalation/ support to tickets where needed
• Provide ticket reviews where needed (Unassigned and aging tickets)
  
  

Project Management

• Collaborate with various team to identify and provide resolution to different problems
• Manage project impacting IT Support team as well as Customer
  
  

Career Advisor

• Provide effective leadership with managing staffing level planning; interviewing, selecting, orienting, and training; communicating performance expectations; providing feedback on performance through performance management processes, recognition, coaching, performance improvement plans, and/or discipline including termination; creating career growth opportunities and employee development plans.
  
  

Administrative

• Expense report approval
• Order entry / approvals
• Overtime approval
  
  

EDUCATION

• Bachelor’s degree in Information Technology or related business concentration or equivalent experience.
  
  

Technical Skills

• Good understanding of Information Technology environment
• Good understanding of infrastructure operations (Server, Networking)
• Strong Microsoft Office skills
• Experience working in ServiceNow.
• Strong troubleshooting skills on desktops, laptops, printers, multifunction devices (MFD), and tablets.
  
  

Special Requirements Specific To Job

• Excellent interpersonal and communication skills
• Effective organization, time management skills
• Attention to details and ability to multitask.
• Strong analytical skills and demonstrated problem solving skills.
• Ability to work independently and as part of a team.
  
  

Experience

• 3-5 years’ relevant experience in IT Support Management or Customer Service
• Excellent leadership and mentorship skills
• 2-3 years’ relevant experience managing projects.
  
  

Preferred Requirements

• This position is immersed in highly complex customer interactions every day, so strong customer service and organizational skills are very important. High degree of professionalism
• CompTIA A+ or equivalent HDI certification preferred.
• ITIL Foundation v4 certification preferred.
  
  

At RSM, we offer a competitive benefits and compensation package for all our people. We offer flexibility in your schedule, empowering you to balance life’s demands, while also maintaining your ability to serve clients. Learn more about our total rewards at https://rsmus.com/careers/india.html.

RSM does not tolerate discrimination and/or harassment based on race; colour; creed; sincerely held religious beliefs, practices or observances; sex (including pregnancy or disabilities related to nursing); gender (including gender identity and/or gender expression); sexual orientation; HIV Status; national origin; ancestry; familial or marital status; age; physical or mental disability; citizenship; political affiliation; medical condition (including family and medical leave); domestic violence victim status; past, current or prospective service in the Indian Armed Forces; Indian Armed Forces Veterans, and Indian Armed Forces Personnel status; pre-disposing genetic characteristics or any other characteristic protected under applicable provincial employment legislation.

Accommodation for applicants with disabilities is available upon request in connection with the recruitment process and/or employment/partnership. RSM is committed to providing equal opportunity and reasonable accommodation for people with disabilities. If you require a reasonable accommodation to complete an application, interview, or otherwise participate in the recruiting process, please send us an email at careers@rsmus.com.