IT Support Manager (No C2C or Sponsorship) in Columbus, OH at Vaco

Date Posted: 10/4/2019

Job Snapshot

Job Description

Looking for an exciting career opportunity in IT Support Management? Instead of being another faceless resume, let Vaco advocate for you! Right now, our client is looking to fill an IT Support Manager position. With Vaco, you will have an advantage over your competition! Our recruiters have direct relationships with hiring managers, so they can connect your work experience to the open job-promoting your strengths to the manager while preparing you for that specific interview.

Our recruiters will provide you with great insight about trends in the market - keeping you up to date on compensation expectations, company culture and growth opportunities. If you're an experienced IT Support Manager, and you want to partner with the best, apply today!

Responsibilities:

  • Understand and comply with the company's Core Values and company policies in everything you do
  • Every employee is expected to take care of their health and work safely at all times for themselves, their families and the safety of their coworkers
  • The Technical Support Manager will have a "service first" focus along with proven communication, analytical, and problem-solving skills to help identify, communicate, and resolve issues in order to maximize the benefit of infrastructure & operations investments.
  • Deliver quality customer service in a professional, helpful and courteous manner.
  • Follow / set support procedures, processes, and documentation pertaining to the technical support initiatives.
  • Position will be responsible for driving process & improvement within the support function as well as the overall technology group.
    • Severity Matrix / Event Management
    • SLA / Metrics reporting & continuous improvement
    • Incident & problem management
  • Provide technical expertise to both desktop and server environments to increase performance, reliability, usability, efficiency, and functionality of the computing environment.
  • Use ticketing system to document, prioritize, and track change requests and incidents
  • Collaborate effectively to ensure all support needs are met.
  • Ability to work independently, determining priorities effectively escalating matters to appropriate resources.
  • Travel to regional locations to deploy equipment and provide onsite pc, laptop, printer, and networking support
  • Other duties as assigned

Qualifications:

  • Associate's degree in Computer Science or equivalent experience
  • IT / Help Desk Support: 5+ years (Required), minimum 2 years in a management / leadership role
  • Experience with ITIL / Application Lifecycle Management / Infrastructure Lifecycle Management environments (Required)
  • Experience in 3 tiered support model (Preferred)
  • Understanding of common Change Management practices
  • Experience with LAN and WAN environments, including monitoring, identifying, troubleshooting, and resolving basic network failures.
  • Microsoft AD environment: 2 years (Preferred).
  • Experience with Microsoft Exchange preferred
  • Experience installing and configuring hardware/software is preferred.
  • Familiarity with network protocols (DNS, DHCP, SMTP, HTTP)
  • Familiarity with common cloud technologies (AWS / IaaS)
  • Excellent verbal and written communication skills are required
  • Demonstrated ability to translate technical knowledge into actionable direction required.
  • Demonstrated excellence in customer service and professionalism is required.
  • Demonstrated commitment to detail and follow through
  • Flexibility to work evenings and weekends, as needed for on call rotation and special projects.
  • Beneficial Certifications: A+, NET+, MCP, or MCSA preferred.
  • Drug free workplace. Pre-employment and random drug screens are performed

Supervisory Responsibilities:

  • Direct supervision of a team of 3-4 Technical Support Specialists.
  • Carries out supervisory 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

Job Requirements

Responsibilities: Understand and comply with the company’s Core Values and company policies in everything you do Every employee is expected to take care of their health and work safely at all times for themselves, their families and the safety of their coworkers The Technical Support Manager will have a “service first” focus along with proven communication, analytical, and problem-solving skills to help identify, communicate, and resolve issues in order to maximize the benefit of infrastructure & operations investments. Deliver quality customer service in a professional, helpful and courteous manner. Follow / set support procedures, processes, and documentation pertaining to the technical support initiatives. Position will be responsible for driving process & improvement within the support function as well as the overall technology group. Severity Matrix / Event Management SLA / Metrics reporting & continuous improvement Incident & problem management Provide technical expertise to both desktop and server environments to increase performance, reliability, usability, efficiency, and functionality of the computing environment. Use ticketing system to document, prioritize, and track change requests and incidents Collaborate effectively to ensure all support needs are met. Ability to work independently, determining priorities effectively escalating matters to appropriate resources. Travel to regional locations to deploy equipment and provide onsite pc, laptop, printer, and networking support Other duties as assigned Qualifications: Associate’s degree in Computer Science or equivalent experience IT / Help Desk Support: 5+ years (Required), minimum 2 years in a management / leadership role Experience with ITIL / Application Lifecycle Management / Infrastructure Lifecycle Management environments (Required) Experience in 3 tiered support model (Preferred) Understanding of common Change Management practices Experience with LAN and WAN environments, including monitoring, identifying, troubleshooting, and resolving basic network failures. Microsoft AD environment: 2 years (Preferred). Experience with Microsoft Exchange preferred Experience installing and configuring hardware/software is preferred. Familiarity with network protocols (DNS, DHCP, SMTP, HTTP) Familiarity with common cloud technologies (AWS / IaaS) Excellent verbal and written communication skills are required Demonstrated ability to translate technical knowledge into actionable direction required. Demonstrated excellence in customer service and professionalism is required. Demonstrated commitment to detail and follow through Flexibility to work evenings and weekends, as needed for on call rotation and special projects. Beneficial Certifications: A+, NET+, MCP, or MCSA preferred. Drug free workplace. Pre-employment and random drug screens are performed Supervisory Responsibilities: Direct supervision of a team of 3-4 Technical Support Specialists. Carries out supervisory 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