IT Support Manager

• Ensure support requests are resolved in a timely manner and in accordance with the agreed‑upon SLA’s.
• Manages and communicates IT KPI’s, dashboards, and performance reports based on department vision and processes.
• Provides advanced technical support to the IT Support team as required.
• Supports the maintenance of the IT asset system to ensure systems always stay up to date. This includes procurement of IT assets to maintain uptime and prevent stock outs, asset inventory, FIFO on issuing hardware, and asset disposal in accordance with company policy.
• Manages full lifecycle support for mobile devices, including procurement, inventory control, asset management, provisioning, and disposal in accordance with SOPs.
• Accurately records activities in the help desk ticketing system.
• Tracks equipment and software lifecycles, proposing hardware replacements as appropriate; tracks software licensing and executes renewals.
• Manage new employee onboarding process, including creating and maintaining Active Directory accounts in accordance with company security policies.
• Manages exiting employee off‑boarding processes, including account deletion, legal holds, employee transfer tasks, and return/storage of IT equipment.
• Manages the IT client hardware replacement program for users, including maintaining and executing the computer deployment program.
• Oversees lifecycle management of conference room and video teleconferencing (VTC) systems, including procurement, configuration, inventory, asset tracking, maintenance, and end‑of‑life disposal per SOPs.
• Collaborate with hardware suppliers to identify appropriate hardware models and assist with negotiation of pricing and discounts.
• Assists in financial requirements by submitting information for budgets and monitoring expenses.
• Assists in providing quotations based on user requests to ensure they comply with the IT budget and security policies.
• Identifies frequent or common issues and follows the escalation procedure for problems and major incidents.
• Coordinate planned and unplanned IT outages, including change communications, stakeholder notifications, status updates, and post-outage follow-up documentation.
• Coordinate contractors supporting onsite IT services and projects, including scheduling, site access, scope-of-work clarification, safety and compliance requirements, work quality verification, and
• documentation of completed work.
• Assists with continuous improvement projects to improve business processes and reduce cost.
• Creates and maintains documentation related to new and existing IT processes.
• Creates and contributes to knowledgebase articles.
• Trains and provide individual instruction to technicians.
• Participates in cross‑functional projects as scheduled.
• Practices 5S methodology to keep responsible areas organized and maintained at all times

Management Duties:

• Manages Direct Reports 6 – 10 personnel.  
• Responsible for the overall direction, coordination and evaluation of IT Support team. 
• Carries out management responsibilities in accordance with the organization’s policies and applicable laws.  
• Responsibilities include interviewing, hiring and training employees; planning, assigning and directing work, appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• Manage employee schedules to ensure adequate coverage, including shift planning, on-call/after-hours rotation, and coordination of PTO and absences.
• Manage a geographically dispersed team, including remote coaching and performance management, consistent communications and meeting cadence, cross-site workload balancing, and periodic onsite
• visits as needed