Senior IT Support Manager
New
W
WSV SystemhausIT support
Workable workplace: remote; Workable locations: Houston, Texas, United States. Nashville, Tennessee, United StatesFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 7+ years of experience in IT support, IT operations, or enterprise technology services; at least 3 years of experience in IT management, team leadership, or service delivery management.
- Required Skills
- CybersecurityServiceNowNetworking
Requirements
- Hold a bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field, or have equivalent professional experience.
- Have 7+ years of experience in IT support, IT operations, or enterprise technology services.
- Have at least 3 years of experience in IT management, team leadership, or service delivery management.
- Bring strong knowledge of enterprise IT infrastructure, Windows environments, networking, and cloud services.
- Have experience managing help desk operations and technical support teams.
- Be familiar with IT service management frameworks such as ITIL.
- Have experience with platforms such as ServiceNow, Jira Service Management, or BMC Remedy.
- Understand cybersecurity, endpoint management, access controls, and data protection.
- Be able to manage multiple projects and priorities in a remote work environment.
- Preferred: Microsoft 365, Azure, Active Directory, Entra ID, Windows Server, Linux, VPN, LAN/WAN, DNS, DHCP, TCP/IP, Microsoft Intune, SCCM, AWS, IT asset management, software deployment systems, and remote monitoring and support tools.
- Preferred: ITIL certification, CompTIA certifications, or relevant Microsoft credentials.
Responsibilities
- Lead daily IT support operations and ensure timely technical assistance.
- Supervise, mentor, and develop IT support specialists, help desk technicians, and technical support engineers.
- Establish service standards, support procedures, and performance expectations.
- Oversee incident management, problem management, and service request processes.
- Manage escalated issues involving hardware, software, networks, servers, and enterprise applications.
- Monitor service desk performance, response times, resolution rates, and customer satisfaction.
- Maintain IT support policies, procedures, documentation, and knowledge-base resources.
- Coordinate with infrastructure, cybersecurity, cloud, and software teams to resolve complex issues.
- Oversee IT assets, software licensing, equipment deployment, endpoint support, user accounts, and access controls.
- Manage support budgets, vendor relationships, technology procurement, service improvements, operational reporting, and critical incident response.
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