Job Description & Requirements
Overview:
We are seeking an experienced IT Support Manager to join our Desktop Support team. This role is crucial in ensuring the smooth operation of our IT infrastructure and desktop technologies. The IT Support Manager will work closely with IT design teams, Service Desk teams, and other departments to manage core infrastructure, support desktop environments, and oversee hardware asset management. The role also involves managing the IT stockroom inventory to maintain adequate stock for base operations.
Responsibilities:
- Desktop Support: Provide primary support for Windows Operating System, Mobile Device Management, infrastructure, video conferencing systems, and Microsoft Teams.
- On-Call Support: Serve as the point of contact for all site-based IT requirements on a 24x7 basis, including handling off-hours emergency issues as required.
- Technical Troubleshooting: Perform technical troubleshooting, data gathering, and GAP analysis for issues impacting end users locally.
- Process Consistency: Ensure that consistent processes, procedures, and technologies are utilized across the enterprise environment.
- Collaboration: Work closely with Application and System Services team leads and managers to follow and execute directives.
- Knowledge Management: Document recurring issues in the Knowledge Base and maintain detailed records of case status, tasks, and work completed in the ITSM system.
- Incident Management: Follow the company’s critical incident process to manage and resolve issues efficiently.
- Staging Tasks: Perform basic staging tasks such as assembling computer components, imaging/copying hard drives, asset tagging, and repackaging equipment.
- Inventory Management: Work with Field Service/Project teams to ensure proper equipment allocation for work orders and maintain inventory controls over tools.
- Reporting: Provide reports supporting asset inventory using Excel and other tables as needed. Gather data and analyze activities that impact the value, cost, and risk of asset life cycles.
- Application Support: Provide support for business applications and ensure a smooth user experience.
Required Qualifications:
- Education: Bachelor’s degree in IT or Computer Science is preferred.
Preferred Qualifications:
- Certifications: Support certifications such as Microsoft Certified Professional or Microsoft Certified Technology Specialist are highly desired.
Technical Expertise:
- Operating Systems: Minimum of 5 years of experience in advanced troubleshooting of Windows 10 Operating System, including proficiency in using the Windows registry.
- Software Support: Advanced troubleshooting skills for Microsoft Office Suite (2010/2016).
- Hardware Troubleshooting: Ability to distinguish and troubleshoot hardware vs. software issues.
- Mac Support: General knowledge and troubleshooting experience with Mac systems.
- Networking: General knowledge and troubleshooting skills in networking.
- Mobile Management: Experience with Microsoft Intune, Mobile Device Management, and Mobile Web Apps (iOS, etc.).
- Active Directory: Experience with Active Directory Administration and Infrastructure Design.
- Cloud Services: Knowledge of Office 365, Microsoft Teams, and Azure Multi-Factor Authentication (MFA) troubleshooting.
- Desktop Imaging: Proficient in desktop imaging processes.
- Customer Service: Strong customer service skills with a focus on delivering exceptional support.
