The primary responsibility of the IT Manager revolves around ensuring the smooth operation of computer and technical services to facilitate efficient business operations for internal users, guests, and clients. Key duties include overseeing the help desk, coordinating IT team collaboration during events, and resolving escalated end-user support issues. This involves receiving, analyzing, prioritizing, documenting, and actively addressing help requests, which may require troubleshooting using diagnostic tools and tracking systems, as well as providing hands-on assistance at desktop and event levels. Additionally, the IT Manager supervises tasks such as scheduling part-time staff for events, managing various IT projects, and coordinating vendor activities. 

Responsibilities/Essential Functions: 

• Strategy & Planning 
  • Review Help Desk issues list and ensure proper priority is assigned to tickets.
  • Manage Help Desk issue list to aid in actively closing and resolving tickets in a timely fashion.
  • Coordinate pre-event-related setup and activities to ensure the team is proactively understanding and delivering on client requests.
  • Act as key operational team liaison to vendor relations with regard to IT specialties including but not limited to phone, printing, and wireless services, as well as MDM.
  • Evaluate documented resolutions and analyze trends for ways to prevent future problems.
  • Assist in infrastructure planning and problem solving.
  • Develop world class customer service strategies.
• Operational Management 
  • Manage specific IT functions as assigned including related vendor relations, training, cross training, documentation, troubleshooting, implementations, and upgrades.
  • Provide phone, data, and PC support to internal and external clients throughout the MSE campus.
  • Work as an IT resource on duty during events and scheduled on duty hours as required (shared responsibility).
  • Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
  • Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
  • Build rapport and elicit problem details from help desk customers.
  • Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician or vendor.
  • Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
  • Apply diagnostic utilities to aid in troubleshooting.
  • Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
  • Identify and learn appropriate software and hardware used and supported by the organization.
  • Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
  • Assist senior management and outside services in the execution of fixes and deployment of all IT related equipment.
  • Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
  • Test fixes to ensure the problem has been adequately resolved.
  • Perform post-resolution follow-ups to help requests.
  • Central point of contact for part-time staff, tasked with the organization and coordination of schedules and responsibilities. 

Position Requirements:

• Formal Education & Certification 
  • College diploma or university degree in the field of computer science and/or 5-years equivalent work experience. 
    Certifications in Windows, Mac, and Cisco technologies are preferred. 
• Knowledge & Experience 
  • Extensive application support experience with Microsoft 365, Azure, Intune, CRM, GP, and Point of Sale (POS) systems.
  • Familiarity with fundamental computer and Point of Sale (POS) hardware system components.
  • Experience with desktop and server operating systems, including Windows 10/11 and Windows Server 2012-Current. 
  • Experience with Mobile Device Management software such as JAMF. 
  • Advanced knowledge of Cisco and Aruba LAN/WAN and wireless infrastructure.
  • Working knowledge of a range of diagnostic utilities, including ConnectWise and Datto.
  • Experience with uniFLOW printer management including hardware and software troubleshooting. 
• Personal Attributes 
  • Ability to conduct research into a wide range of computing issues as required.
  • Ability to absorb and retain information quickly.
  • Ability to present ideas in user-friendly language.
  • Good understanding of the organization’s goals and objectives.
  • Exceptional written and oral communication skills.
  • Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
  • Strong documentation skills.
  • Highly self-motivated and directed.
  • Keen attention to detail.
  • Proven analytical and problem-solving abilities.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Exceptional customer service orientation.
  • Experience working in a team-oriented, collaborative environment. 
• Work Conditions 
  • Must be able to work extended flexible weekday hours as well as weekends and holidays and on-.
  • Additional working hours as required.
  • Sitting for extended periods of time.
  • Walking on concrete, bending, crawling, and working in high places.
  • Dexterity of hands and fingers to operate a computer keyboard, mouse, and power tools, and to handle other computer components.
  • Lifting and transporting moderately heavy objects, such as computers and peripherals. 
  • Our company is committed to complying with the Americans with Disabilities Act (ADA) and providing reasonable accommodations to qualified individuals with disabilities. If you require an accommodation to participate in the application process or perform the job's essential functions, please contact the People Team to request an accommodation. We will engage in an interactive process to assess your needs and provide appropriate accommodations to enable you to perform the essential functions of the position unless it would cause an undue hardship.
  • We are an equal-opportunity employer and do not discriminate based on race, color, religion, sex, national origin, age, disability, or any other legally protected status. Our policy is to provide equal employment opportunities for all employees and applicants for employment. We value diversity and inclusion in our workplace and promote a work environment that respects and supports individuals without bias.