IT Support Manager
Continental Finance Company
full-time
Posted on:
Location Type: Hybrid
Location: Wilmington • United States
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About the role
- Hire, onboard, train, and mentor IT Support Specialists
- Ensure adherence to SLAs, KPIs, and service standards
- Promote “white glove” or high-touch support for end users
- Conduct performance reviews, coaching, and corrective actions as needed
- Lead and manage daily service desk activities, including incident, request, and escalation management
- Maintain documentation (Runbooks, How To, SOPs, etc) and seek opportunities within the department to improve operational awareness and efficiencies
- Drive adoption and proficiency of changes within the organization in accordance with ITIL Framework
- Develop project strategies and plans, including stakeholder assessment, communications to ensure the timely execution of the Tech Operations teams’ objectives
- Manage support tickets efficiently while maintaining accurate and detailed documentation
- Lead/facilitate meetings with clients to ensure an understanding of the current company culture and goals
- Perform additional duties as assigned.
Requirements
- High school diploma or GED required
- Bachelor's degree preferred
- Minimum of 3 years of experience managing an IT support department
- Familiarity with endpoint management, identity and access management, and security incident coordination
- 1+ years of experience in Incident management (ITIL Framework) and creations of technical documents
- Experience developing and enforcing SOPs, workflows, and service desk best practices
- Certifications from leading vendors such as CompTIA, Cisco, AWS or Microsoft are preferred
- Ability to lift 25+ pounds and sit for long periods of time
- Familiarity with Cloud Technology (AWS, Azure, Google Cloud) is a plus
- Experience supporting Windows, macOS, SaaS applications, and enterprise systems
- Prior experience managing an IT Service Desk or technical support team in a mid-to-large organization
- Knowledge of Active Directory user accounts and basic Microsoft applications
- Strong interpersonal and customer service skills, with the ability to communicate effectively with users at all levels.
Benefits
- Competitive compensation and benefits
- Flexible work arrangements
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
IT support managementincident managementendpoint managementidentity and access managementsecurity incident coordinationSOP developmentworkflow enforcementtechnical documentationservice desk best practicesCloud Technology
Soft Skills
interpersonal skillscustomer service skillscommunication skillsmentoringcoachingperformance reviewleadershiporganizational skillsproblem-solvingteam management
Certifications
CompTIACiscoAWSMicrosoft