Information Technology Support Manager

Summary: We are seeking a dynamic Systems Support Manager to lead our team of IT professionals in delivering top-notch technical assistance, ensuring maximum productivity and efficiency. Responsibilities:Lead, mentor, and manage a team of systems support professionals, fostering a collaborative and motivated work environment. Oversee the management of the support ticket queue, ensuring prompt assignment and resolution in accordance with predefined service level agreements. Provide hands-on technical support to employees, addressing hardware and software issues efficiently, and serving as an escalation point for complex incidents. Supervise incident and problem management processes, identifying recurring issues and implementing preventive measures to enhance system stability. Collaborate with stakeholders to manage and maintain the company's IT infrastructure, including servers, networks, and software applications. Develop and maintain comprehensive documentation on IT systems, processes, and procedures to facilitate self-service and empower employees. Liaise with external vendors and service providers to ensure timely delivery of IT services, and collaborate with internal stakeholders to understand and address system support needs. Implement and enforce IT security policies, procedures, and best practices to safeguard company data and systems. Qualifications:Proven experience in managing a team of systems support professionals. Minimum of 7 years experience in technology support with at least 3 years in a leadership role. Strong technical knowledge and hands-on experience supporting IT infrastructure, hardware, software, and networks. Familiarity with Microsoft-based IT service management (ITSM) principles and ticketing systems. Proficiency in configuring, maintaining, and troubleshooting Microsoft operating systems and applications. Proficiency with Microsoft Azure (PaaS and IaaS resources) highly desired. Excellent problem-solving skills and ability to prioritize tasks in a dynamic environment. Exceptional communication and interpersonal skills. Knowledge of IT security practices and regulatory compliance is a plus. Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent work experience). Physical Demands:Frequently stand, walk, and sit. Ability to work virtually and in an office environment. Extended and varying work schedules – at least 40 hours per week, some nights, weekends, and holidays required. Frequently use computer equipment and telephone. Fast-paced, changing, multi-tasking environment.