IT Technical Support Manager

Job Purpose:

The purpose of the IT Technical Support Manager to lead our Service Desk team, consisting of four employees. This role will be responsible for managing day-to-day operations, acting as the technical lead for all applications managed by the Service Desk, and serving as the escalation point to the data center team. In addition, the IT Technical Support Manager will focus on creating documentation and KPIs to improve service desk processes, team productivity, and overall user satisfaction.

Job Duties and Responsibilities:

Service Desk Management

• Oversee scheduling, SLA adherence, and overall service desk operations.
• Coach, mentor, and provide hands-on guidance to Service Desk staff, ensuring high-quality support.
• Serve as the technical escalation point for complex issues and assist in troubleshooting where necessary.
• Lead and manage projects related to Service Desk improvements and updates.

Technical Lead for Service Desk Applications

• Serve as the technical lead for all Service Desk-managed applications, including Jira Service Management, TeamViewer, Office365, InTune, Active Directory, and PC Imaging.
• Oversee application maintenance, user training, and assist in the implementation of new tools and updates.

Escalation Point to Data Center Team

• Ensure that the Service Desk team performs all standard and basic troubleshooting before escalating issues to the data center team.
• Develop and implement a standard framework to streamline the escalation process.

Documentation & KPIs

• Create and maintain technical documentation, troubleshooting guides, and standard operating procedures.
• Define and track KPIs, focusing on team productivity and identifying common user issues that can be addressed through knowledge base (KB) articles.
• Report on KPIs to upper management and make data-driven recommendations for process improvements.

Team Development and Training

• Lead the development and implementation of a training plan for Service Desk team members.
• Monitor the team's training progress and provide coaching and mentorship.

All the tasks described in these Job Duties and Responsibilities are the essential functions of this job. If requested, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of their job, absent undue hardship or direct threat.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or equivalent experience
• 3+ years of experience leading and managing a team of service desk analysts
• Previous experience in an IT support role, including time as a lead technician and people manager.
• Strong hands-on technical skills, with expertise in Jira Service Management, TeamViewer, Office365, InTune, Active Directory, and PC Imaging.
• Proven experience in managing service desk operations, including SLAs, escalations, and project management.
• Strong interpersonal skills, with the ability to communicate effectively at all levels of the organization.
• Experience in coaching, mentoring, and leading technical support teams.
• Ability to handle escalations and provide clear guidance to end-users and staff.
• Possess a valid driver’s license
• Possess a satisfactory driving record as determined by company driver policies

Soft Skills:

• Hands-on leadership style, with a focus on mentorship and skill development.
• Excellent problem-solving skills and the ability to remain calm under pressure.
• Ability to balance people management with technical responsibilities.
• Comfortable managing team morale, while understanding the transient nature of service desk roles.

Travel Requirement:

• 5 to 10% travel to branches and other operating companies requiring some overnight stay, travel to industry related conferences and training requiring some extended stay.

Other:

This job description is not an exhausted list of all functions that employee may be required to perform, and employee may be required to perform additional functions.  Mingledorff’s and its subsidiaries (“Company”)  reserves the right to revise the job description at any time.  Employment is at-will.  

The Company promotes a drug-free, alcohol-free workplace.   Applicants being considered for hire must pass a drug test before beginning work. Refusal to submit to testing will result in disqualification of further employment consideration.

Attention Applicants:

The Company is an equal opportunity affirmative action employer.   All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, please let us know. Likewise, if you are limited in the ability to access or use this online application and need an alternative method for applying, we will determine an alternate way for you to apply. Please contact