What are the responsibilities and job description for the Director of Information Technology position at TurboDebt?
IT Support Manager
Job Summary
TurboDebt is seeking an IT Support Manager to lead our growing end-user support function across our U.S. offices (Jacksonville and Sunrise), our nearshore team in Mexico, and BPO partners. The ideal candidate has a strong background managing help desk/desktop support teams, with hands-on expertise in end-user technologies, emerging trends, and IT service management.
Success in this role requires exceptional communication, multi-tasking, and troubleshooting skills. The IT Support Manager will partner closely with IT Infrastructure and Desktop Engineering to deliver initiatives across the organization.
Essential Duties/Responsibilities
● Lead a team of local and remote IT support staff.
● Oversee day-to-day Help Desk operations: provide technical leadership, mentoring, workload delegation, and staff development.
● Manage all end-user incidents and requests through an IT Service Management (ITSM) tool.
● Compile weekly, quarterly, and annual reports and metrics; provide KPIs and trend analysis to IT leadership.
● Serve as an escalation point for end-user requests and incidents; communicate outages and emergencies to the organization.
● Develop and maintain the IT knowledge base and End-User Services policies and procedures.
● Manage and maintain hardware/software inventory processes; own procurement for desktop/end-user equipment.
● Schedule help desk and desktop resources to meet project deliverables and service level objectives.
● Drive employee awareness of IT services by coordinating training, documentation, and communications for initiatives.
● Manage relationships with third-party vendors.
● Continuously improve IT processes by proposing automation and service enhancements that add value and elevate customer experience.
● Periodic travel and after-hours support as needed.
Education/Experience
● Bachelor’s degree in IT, Information Systems, or related field preferred.
● 8 years overall IT support experience required; 5 years managing a desktop/help desk team preferred.
● ITIL Foundation certification preferred.
Required Skills/Abilities
● Experience developing and implementing ITSM processes, metrics, and documentation.
● Proficiency with IT Service Management tools (e.g., Freshservice, ServiceNow, Jira Service Management).
● Advanced technical support experience with: ○ Active Directory administration
○ Microsoft Windows OS and Microsoft 365 (O365)
○ OS/application deployment tools and imaging software
○ End-user computer hardware
● Strong communication skills with the ability to engage stakeholders at all levels.
● Inquisitive mindset; comfortable constructively challenging assumptions.
● Collaborative approach with strong relationship-building skills.
● Strategic thinker able to balance competing priorities and deadlines.
● Strong problem-solving and analytical skills.
● Excellent listening skills to translate varied stakeholder requirements into action.
● Proven leadership: ability to lead, train, develop, and motivate a team.
● Demonstrated ability to re-prioritize quickly based on changing business needs.
TurboDebt Role Qualifications
● Computer competency and ability to work effectively with multiple systems.
● Ability to prioritize multiple tasks and projects simultaneously.
● Exceptional written and verbal communication skills.
● Consistent punctuality and attendance.
● Ability to meet and maintain high performance expectations monthly.
● Comfortable working in a fast-paced, high-volume environment.
● Strong multi-tasking while navigating multiple applications.
● Professionalism and composure during difficult discussions.
● Openness to constructive feedback.
● Full-time availability; overtime eligibility if classified non-exempt.
Additional Information The duties listed are not exclusive; other duties may be assigned as needed to meet business requirements. If you have a disability or impairment that prevents you from meeting any of the duties listed, TurboDebt will engage in an interactive process and consider reasonable accommodations to enable applicants to fulfill the essential functions of the position. The Company reserves the right to change, add to, or eliminate positions as it deems appropriate.
Employment is at-will, meaning you or TurboDebt may terminate the employment relationship at any time, with or without cause or advance notice, for any lawful reason.