IT Support Manager

Description

Job Overview: The Texas Region IT Manager will report to the Regional IT Director and is responsible for ensuring
associates in the Texas region receive exceptional technical support and customer service. The Regional IT manager will be an experienced problem solver with strong technical expertise and the leadership skills necessary to drive continuous improvement and to motivate, support, and guide the team in the delivery of quality, efficient, and effective support to our associates. Your Responsibilities: Responsible for managerial oversight and effective management of day-to-day support and services, including but not limited to the following:

• Oversees the handling of incoming incidents and service requests, load balance tickets
  among techs, ensuring timely resolution or escalation as required.
• Step in as a backup and handle tickets assigned in queue.
• Monitor team activities and projects, conducting weekly one on one meetings.
• Assists in resolving complex technical issues provide assistance and guidance to team
  members in troubleshooting and problem-solving processes.
• Coordinates with other IT teams and external vendors as needed to ensure timely
  resolution of incidents and minimize downtime.
• Travel to Texas markets Austin, San Antonio and Houston
• Travel to site offices to meet with Regional Directors and General managers
• Develops and maintains standard operating procedures (SOPs) for the IT team to ensure consistent and efficient workflows.

Coordinates and leads the hardware and software management functions of the IT department
to include but not limited to the following:

• Ensures proper management and maintenance of desktop hardware, including computers, printers, scanners, and other peripherals. This includes implementation, repairs, upgrades, and replacements.
• Manages purchases for hardware and software.
• Implements and maintains processes for tracking and managing IT assets, including inventory, procurement, and retirement of desktop equipment and related software licenses throughout their lifecycle.
• Collaborates with the IT Director to identify, evaluate and select vendors, systems and IT
  solutions. Evaluates vendor performance to resolve issues, disputes, or conflicts.
• Provides related support to projects by applying technical knowledge, expertise, practical application of skills and effective leadership.

Responsible for the effective management of vendor, contractor and budget management related to IT support and services, including but not limited to the following:

• Collaborates with vendors and third-party service providers to ensure successful delivery of support services related projects and services.
• Manages vendor relationships, negotiate contracts, and monitors performance to ensure
  compliance with service level agreements and contractual obligations.
• Responsible for managing the budget allocated to the IT support team operation. Forecasts resource needs, optimizes staffing levels, and justifies budgetary requirements to ensure efficient operation and maintenance of support assets.

Effectively manages, develops, and motivates the IT support team, to include, but not limited to, the following functions:

• Virtually Lead, motivate, inspire, and encourage a team of 3 IT team members in Dallas,
  Austin, and Houston.
• The effective recruitment, selection, and onboarding of IT staff.
• Continual performance management of staff through evaluations, coaching, development, and other opportunities that promote growth, learning, engagement and innovation.
• Demonstrates effective and professional leadership through active engagement, involvement, and equitable treatment of all staff members. Fosters a culture of collaboration and an innovative IT team mindset.
• Addresses employee relations issues such as written disciplines, investigations, terminations and offboarding in collaboration with Human Resources and other staff members.

  Skills - Qualifications: Education/Training:

• Five (3) years of progressively responsible experience leading a technical support team including three (1) years of team management experience.
• Five or more years of experience in IT operations
• Relevant industry certifications (e.g., CompTIA A , Microsoft Certified Desktop Support technician, HDI, ITIL).

Experience/Knowledge/Abilities:

• Strong technical knowledge with the ability to troubleshoot problems across a range of technology systems, hardware, and software.
• Knowledge in best practices of IT trends, emerging technologies and best practices in IT management.
• Advanced skill in interpersonal communication and conflict resolution.
• Skill in analyzing data, identifying trends and creating actionable data strategies.
• Strong project management skills and experience with project management methodologies.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels.
• Ability to simultaneously coordinate multiple tasks and priorities and support multiple individuals, teams, and work groups.
• Ability to establish and maintain project schedules and balance responsibilities for multiple projects.
• Ability to continually demonstrate practical knowledge, analytical judgements and informed decision-making.
• Ability to communicate effectively on technical, interpersonal and professional levels to diverse audiences, communities and interest groups.
• Ability to effectively lead, motivate, train and engage a team of direct reports.
• Ability to adapt to changing priorities.
• Ability to travel to offsite meetings, conferences, and training as needed.

 
What We Offer: As a full-time exempt associate, you will be eligible for comprehensive benefits to include your choice of multiple medical plans, dental, vision. In addition, you will be eligible for time off benefits, paid holidays, and a 401k with company match. Occasional travel may be required to attend training and other company functions.
Compensation: $80000 - $90000 / year
Disclaimer: This is not an all-inclusive job description; therefore, management has the right to assign or reassign schedules, duties and responsibilities to this job at any time.   #I-CO1