The Assistant IT Support Manager leads by example to make sure all customer service requests are resolved in accordance with department standards and projects are completed on time while working closely with the regional IT Support Manager to ensure department objectives are met and customer satisfaction levels remain high.

What You Will Be Doing:

  • Leads by example in providing efficient level III technical support to all internal customers according to departmental standards while maintaining a high level of customer satisfaction
  • Helps team to identify and resolve recurring and/or complex issues by using methodical troubleshooting techniques to discover their root cause and provide a lasting resolution
  • Provides leadership with regards to issue resolution to ensure unresolved workflow is properly documented with timely status updates and detailed solutions
  • Continually evaluate the priority level of service requests and projects against the needs of the organization and department goals
  • Process time-off requests, approve bi-monthly timecards and conduct annual performance reviews of direct reports.
  • Serve as an escalation point for customer dissatisfaction
  • Regularly communicate with region counterparts and the Head of Support to ensure global consistency in all processes and procedures.
  • Helps the team to achieve to a balance between resolving daily customer requests and completing department improvement projects

What We Are Looking For:

  • At least 5 years of relevant work experience as an IT Support technician
  • Strong leadership skills, including experience in leading smaller teams
  • Great interpersonal and customer service skills
  • Great verbal and written communication skills
  • Possible travel up to twice a year to satellite offices

Required Technical Skills

  • Windows 7 and 10, Microsoft Office 2010-2016
  • Computer networking concepts such as DNS, DHCP, IPv4 and VPNs
  • Administration of Active Directory 2012 and higher required
  • PC hardware repair

Preferred Technical Skills

  • Experience administering Google G-Suite
  • Experience administering JIRA Service Desk (or similar ticketing system)
  • Linux desktop and/or Mac OSX operating systems

Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets

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