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It Support Manager in San Diego, CA at Vaco

Date Posted: 10/11/2018

Job Snapshot

Job Description

Job overview

  • The IT Support Team Manager is responsible for managing the IT infrastructure, service and support at the San Diego Office and for the North America region. This would include the Washington DC office, the Pottstown, PA office, and various remote employees across the US.
  • The post is a technical management role, encompassing both managerial and hands-on work. A key function of this role, is ensuring an excellent IT Service & Support delivered across the region, supporting the infrastructure and staff. Due to the size of the team, this will involve responding to and resolving Service Desk tickets at times, to ensure SLAs are met.
  • The IT Support Team Manager will line manage and mentor the region's IT Support staff, including carrying out performance management reviews, one-to-ones and team meetings. They will ensure the team's Service Desk operation is effective, with all agreed processes adhered to.
  • They will liaise with other departments across the region and globally, to ensure IT elements of projects are effectively advised on and delivered. This may include advising on budgetary planning

Qualifications and Experience


  • Exposure to corporate networking environment.
  • Experience in Windows operating systems, including deployment, troubleshooting and issue resolution.
  • The role requires good working knowledge of IT, Microsoft Office tools and corporate systems and will be expected to understand and follow procedures.
  • Experience of Office 365 user adminstration Experience in front line IT support.
  • Ability to lead/mentor a team
  • Technical knowledge of multi-user IT systems within a user setting. Confident telephone manner and face to face communication.
  • Ability to work alone with minimal supervision. Excellent communication skills.
  • The ability to prioritise, meet deadlines and work under pressure. Good team player.
  • Good attention to detail.
  • A strong commitment to excellence in customer service. An understanding of SLAs within IT Service Delivery.
  • Ability to build and manage relationships with peers, senior managers, partner organisations, parents and students from a variety of linguistic, ethnic and cultural backgrounds.


  • Understanding / knowledge of similar work e.g. in education or another service-oriented sector. Experience working within SLAs on a Service Desk ticketing system
  • Experience of administering users on a cloud storage platform
  • Experience of writing Powershell scripts for System Administration Previous experience of supporting telephone systems.
  • Knowledge of AV equipment and conferencing equipment