IT Support Manager

Salary Range: $70-85k/year

Job Description:

As the IT Support Manager at Appalachian Network Services Inc, you will oversee and enhance the operations of our IT Support department. Your leadership will ensure that we maintain high service levels, meeting user demands and supporting the organization's expansive IT infrastructure through effective management of support processes.

Key Responsibilities:

• Service Process Management: Use knowledge from the ConnectWise PSA Service Certification to manage and optimize service desk processes, ensuring efficient ticket management, proper time tracking, and accurate billing.
• ITIL Service Management Optimization: Apply principles from the ITIL 4 Foundation and ITIL 4 Managing Professional (MP) certifications to improve IT service delivery. Develop and implement best practices for change management, incident management, and service improvement.
• Customer Service Process Improvement: Utilize Lean Six Sigma Black Belt methodologies in Customer Service to streamline support workflows, reduce bottlenecks, and minimize waste, ensuring consistent and high-quality customer support.
• Team Leadership and Development: Supervise and lead a team of 10-16 IT Support staff. Foster a collaborative, innovative, and accountable work environment. Evaluate team performance and provide coaching and professional development to enhance skills and career growth.
• Manage Service Level Agreements: Actively monitor and ensure your team's adherence to service level agreements. Lead efforts in managing and optimizing response and resolution timelines to meet or exceed service expectations. Provide coaching and targeted feedback to ensure all team members understand and execute their roles in upholding these standards.
• Manage Billable Time: Oversee the accurate recording of all tasks as billable time entries in ConnectWise by team members. Develop and implement effective strategies to ensure daily productivity aligns with departmental goals. Regularly review and report on billable hours to maintain transparency and accountability, fostering an environment focused on operational efficiency and client satisfaction.
• Customer Relations and Engagement: Act as the primary contact for key customers, addressing service issues and ensuring the IT support delivery aligns with customer expectations. Facilitate open communication and effective problem resolution to maintain high levels of customer satisfaction.
• Interdepartmental Collaboration: Build strong relationships with leaders of other departments to ensure that IT support strategies are integrated with the company's broader goals. Act as a bridge between technical support execution and strategic business planning.

Additional Duties and Responsibilities:

• Lead the recruitment, training, and professional development of new and existing IT Support staff, overseeing the daily workflow of the department.
• Develop and maintain the IT Support department's budget. Manage resources effectively to maximize efficiency and value, ensuring projects are completed within budget constraints.
• Provide constructive and timely performance evaluations. Handle career progression plans and ensure that team members are achieving their potential.
• Foster a culture of continuous improvement, innovation, and customer-centric focus within the IT support team.

Licensing and Compliance Requirements:

This role requires active participation in obtaining a NC Alarm System License Registrant. This licensure is essential for any team member involved in the installation, maintenance, or remote access to Camera Systems, Alarm Systems, or Access Control Systems. Management of the licensure process will be overseen by our NC Alarm System License Licensee to ensure all legal and regulatory requirements are met.

Company Culture:

• At Appalachian Network Services Inc, we embody core values of Excellence, Security, Technological Agility, and Teamwork, which guide our commitment to innovation and safety in all our operations.
• We are committed to professional development and continuous learning, providing opportunities for leadership and advancement within our technology-driven company.
• We uphold a zero-tolerance policy for workplace negativity and toxicity, actively fostering a culture that rewards problem-solving, innovation, and teamwork. Our commitment to a positive work atmosphere ensures that every team member feels valued and supported.
• Every employee is encouraged to take initiative and contribute ideas to ongoing improvements. By promoting an environment where all voices are heard and respected, we ensure that team members feel part of our collective success and are supported in their efforts to excel.

Knowledge, Skills, and Abilities Required:

• Proven ability to manage a diverse IT support team and complex IT infrastructure.
• Strong understanding of IT support frameworks such as ITIL, with excellent customer service practices.
• Advanced troubleshooting, analytical, and multi-tasking skills.
• Excellent leadership, communication, and interpersonal skills.

Experience:

• Bachelor's degree in Computer Science, Information Technology, or related field preferred.
• Extensive experience in IT support management or a related leadership role.

Professional Certifications:

• Required: ConnectWise PSA Service Certification, ITIL 4 Foundation, ITIL 4 Managing Professional (MP), Lean Six Sigma Black Belt - Customer Service. Candidates not yet certified must obtain certification within one year of employment.
• Preferred: Aruba ACA, Fortinet FCA, Microsoft Certified: Windows Server Hybrid Administrator

Benefits:

• Health Insurance: Full medical coverage provided for each employee, with optional upgrades and family additions available through employee contributions.
• Dental and Vision Insurance: Available for employee enrollment at their own expense.
• Life Insurance and Health Savings Account (HSA): Optional life insurance and HSA available.
• Flexible Time Off: We provide flexible time off to support work-life balance.
• 401(k) Retirement Plan: A 401(k) plan with a company match to aid in your longterm financial planning.
• Performance-Based Incentives: We offer incentives that recognize and reward outstanding performance.
• Career Advancement: Opportunities for professional growth in a rapidly expanding company.

Schedule:

• Full-time, 8-hour shift, Monday to Friday
• Flexibility required to accommodate emergencies and team needs.

Company's Website:

• www.appnetonline.com