IT Support Manager

Responsibilities:

• Define, implement and drive adoption of Incident Management process, including developing strategies for self-help, service requests and student and staff onboarding.
• Define, implement and drive adoption of Problem Management process to drive down recurring incidents and improve the overall environment.
• Participate in Release Management process to ensure that new and updated systems and features are ready to transition to support with correct documentation, categorization and support procedures.
• Participate in Asset Management process to ensure correct capture and reporting of aged assets.
• Participate in defining new assets in terms of categorization and criticality.
• Implement new version of current ticketing system to enhance data capture, workflow and reportability
• Implement knowledgebase to increase time to resolve issues and support self-service.
• Act as Tier 1 Support for both Corporate and RSI (Phoenix) locations.
• Responsible for procurement of new hire equipment.
• Design, develop and distribute various reports reflecting IT and environmental performance.
• Act as Tier 2 Support for escalated issues and participate in coordinating resolution to outages.
• Required onsite presence 3 x a week at a minimum

Required Knowledge, Education and Experience:

• Bachelors of Science in Technical or Engineering discipline or 10+ years of experience in technical support, required..
• 5+ years’ experience implementing or adopting ITIL or similar ITSM framework preferred.
• 3-5 years’ experience in a Service desk environment, required.
• 2-3 years’ experience as acting Incident or Problem Manager, preferred.
• Experience designing and implementing workflow systems to support ITSM process
• Must be service-oriented with a natural inclination to improve the supported environment.
• Strong ability to troubleshoot, test, repair and service technical equipment
• Experience supporting SIS, LMS, CRM and learning components desired.
• Excellent communication skills, including verbal and written.
• Experience in developing reports to socialize workflow adherence
• Strong MS Office experience including Word, Excel, PowerPoint and Visio

People Responsibilities:

• Responsible for the hiring and day-to-day performance management of IT Support Specialists
• Responsible for contracted relationship and performance for MSP’s and 3rd Party Support resources

Physical Environment:

• Most work is performed in a temperature-controlled office environment
• Incumbent may sit for long periods of time at a desk or computer terminal
• Incumbent may use calculators, keyboards, telephone and other office equipment
• Stooping, bending twisting, and reaching may be required
• Some work may be completed in classroom or shop environment