Overview

As a Support Manager, you are responsible for the overall performance of service delivery and support operations in our western region. You will lead a team of support engineers and work alongside our client success team as we continue to deliver superior service to our clients, grow our customer base, and position ourselves for the future. You will also work alongside the General Manager to help drive operational improvement and financial performance within your team. Most importantly, you will be the face of your region as you engage with clients, develop your engineers, and build a culture aligned with Integritek’s mission, vision, and values.

Responsibilities:

• Lead a team of support engineers to deliver comprehensive end-to-end support services, encompassing help desk support, network management, and systems administration, while providing technical advocacy to optimize the client IT environment and ensure business continuity

• Optimize service delivery by implementing metrics-driven oversight and driving continuous improvement initiatives, ensuring the seamless provision of high-quality support services aligned with client needs and industry best practice

• Drive proactive support operations that efficiently balance technical resources with client requirements, seamlessly integrating our support services into their business processes

• Act as a strategic partner and technical advisor for clients, aligning technical solutions with business needs to help maximize client satisfaction and build lasting relationships

• Build and develop your team, taking ownership of its culture and nurturing a bench of capable and competent support engineers that set the standard for others to follow

Technical Expertise

 In this role, you will be expected to diagnose and resolve technical issues across a variety of hardware, software, and networking topics. You will also be responsible for advising your clients and developing your team so it would be helpful to possess the following technical skills and experiences:

• IT Infrastructure Knowledge

• Help Desk and Incident Management

• Network Management

• Systems Administration

• Cloud Services

• Remote Monitoring and Management

• Cybersecurity Best Practices and Fundamentals

It would also be helpful to have experiences with the following tools and systems

• Connectwise Manage

• Sentinel One

• Axcient/Veeam/Datto Backups

• Unifi Networking

• pfSense/Sonicwall/Meraki Firewall

About You

• Preferred certifications include CompTIA A , Network , CCNA but are not required

• Self-motivated, enjoys operating independently, excels in building relationships, and enjoys developing teams

• 8 years experience in a technical support, helpdesk, network support position

• 3 years working for a managed service provider or similar business

• 2 years experience managing staff