IT Support and Operations Manager

GoTech IT Solutions invites you to join us as our newest IT Support and Operations Manager in Brookfield, WI! This is a full-time position where you'll lead our team to new heights in IT service provision. We offer a competitive salary ranging from $75,000 to $95,000 per year, along with company-wide benefits that include life insurance, paid holidays, and unlimited PTO. As our IT Support and Operations Manager , you'll enjoy flex-time, empowering you to balance work and life seamlessly. Apply now to seize this opportunity!

DISCOVER WHO WE ARE

At GoTech IT Solutions, our mission is simple yet impactful: to deliver cutting-edge IT solutions that empower businesses to thrive in the digital age. With a focus on enhancing the end-user experience, we specialize in providing best-in-class IT services to small to mid-sized businesses. We believe in technology that serves businesses, not the other way around!

But what truly sets us apart is our vibrant company culture thriving within a dynamic and ever-expanding landscape. As a fast-growing Managed Service Provider (MSP) with an enviablexf clientele, we offer an environment where every day brings new challenges and opportunities. We're not just about keeping up; we're about staying ahead. Our commitment to talent development is unwavering, ensuring each team member not only feels fulfilled but also thrives in their professional journey. Join us at GoTech, where your potential meets limitless possibilities!

WHAT YOUR DAY ENTAILS

Your schedule will be full-time, between 8 AM and 5 PM, after-hours, and weekend availability as needed.

As our IT Support and Operations Manager, you'll be responsible for leading our team to deliver exceptional IT services to our clients.

This includes:

• Level 3 Support: Resolve Level 3 technical issues and serve as an advanced point of escalation for complex problems.
• Service Requests: Execute complex service requests with precision and expert knowledge.
• System Builds: Build and maintain a variety of systems including workstations, network gear, cameras, servers, and printers.
• Service Calls: Conduct on-site and remote service calls to efficiently resolve issues.
• Product Ownership: Manage products end-to-end, overseeing their documentation, performance, and troubleshooting.
• Project Leadership: Lead projects from conception to delivery, coordinating with cross-functional teams to ensure successful execution.
• Reporting & Analytics: Collect, analyze, and interpret service desk data to identify trends, measure performance against service level agreements (SLAs), and provide actionable insights.

QUALIFICATIONS

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• 4-5 years of experience in an advanced technical support role.
• Demonstrated proficiency in managing Level 3 technical support tickets.
• Proven leadership abilities and project management experience.
• In-depth knowledge of computer systems, IT products, and networking.
• Strong analytical, organizational, and problem-solving skills.
• Excellent verbal and written communication skills.
• Physical ability to lift heavy equipment and engage in field-oriented tasks.
• Valid driver's license and willingness to travel for on-site service calls.

Preferred Qualifications:

• Experience with professional services automation (PSA) and remote monitoring and management (RMM) tools like ConnectWise, Autotask, and Kaseya
• Experience with Microsoft Windows Server roles, including Active Directory, DNS, DHCP, DFS, IIS, and GPO
• Experience working with and deploying hypervisors such as Azure, AWS, Hyper-V, and VMWare ESX
• Advanced to expert knowledge of Windows Desktop
• Experience developing and managing ticketing and monitoring systems that are accountable to customer inquiries, portals, and SLAs
• Knowledge of infrastructure backup solutions with Acronis, Cloud Backup, and DR
• Strong understanding of technology and business productivity systems
• Financial analytical skills, including cost control
• Results-oriented, adaptable, self-motivated, energetic, encouraging, professional, and dependable characteristic traits
• Exceptional customer service, communication, detail-oriented, multitasking, organizational, documentation, and time management skills
• Keen sense of humor and the ability to laugh at some truly corny jokes

DON'T WAIT - APPLY TODAY!

Our initial application process is quick, easy, and mobile-friendly. Take the first step toward a rewarding career opportunity as our IT Support and Operations Manager today!

Salary : $75,000 - $95,000