Technical Support Manager

Technical Support Manager

This is an exciting opportunity to lead a team providing technical support to our internal team.

RESPONSIBILITIES:

• Lead a team to provide technical support services to our internal team.
• You will spend approximately 65% of your time on management, 15% process escalations, 10% tech escalations, and 10% user “training”
• Hire and manage the IT support team, including technicians, specialists, and help desk associates.
• Mentor and train your team.
• Define technical specifications that support the business needs for end user computing (e.g., power laptops, standard laptops, desktops, docking stations, etc.) as well as standard conference room equipment.
• Develop schedules and allocate resources to ensure coverage and service delivery.
• Oversee and prioritize resolving technical issues and service requests, ensuring service-level agreements (SLAs) are met.
• Act as an escalation point for complex or high-priority technical issues.
• Ensure that all support tickets are tracked, updated, and resolved promptly.
• Monitor and maintain the health of hardware, software, and networks to ensure minimal downtime.
• Work with other IT departments to implement IT systems, system upgrades, patches, and configurations.
• Use data to identify opportunities for process optimization and develop best practices and procedures for IT support..
• Provide monthly help desk metrics and regular updates on the status of IT issues and improvements to end users and management.
• Assist with developing and supporting the budget, including tracking expenses and ensuring cost-effective solutions.
• Procure and manage IT assets such as hardware and software, ensuring the organization has the tools to operate efficiently.
• Maintain accurate IT incidents, resolutions, and end-user computing asset inventory records.

This is a direct hire position. You will be based out of our Decatur office and several times a month visit our other offices in metro Atlanta. Great opportunity to make an impact.

REQUIRED SKILLS:

• 3+ years in a technical support management role
• Strong understanding of IT infrastructure, networking, and security protocols. You must be very technical and can be hands on when necessary.
• Strong technical IT support knowledge
• 2+ years of previous experience as a Tier 2 or 3 Technician
• Ability to troubleshoot and resolve tickets involving Windows and MacBook workstations, tablets, printers, office and remote-access networking, Virtual PCs, and Microsoft M365 (especially Teams, Word, Excel, and PowerPoint)
• Expert-level proficiency with Microsoft Office, Virtual PCs, and VPN remote access applications, especially helping supported users achieve high productivity
• Experience configuring and managing a ticketing system
• Familiarity with IT service management (ITSM) frameworks (e.g., ITIL)
• Excellent customer service, communication, and interpersonal skills

PREFERRED SKILLS:

• Jira Service Manager
• Bachelor's Degree

Must be authorized to work in the US. Sponsorships are not available.