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The IT Support Manager plays a key role in overseeing the day-to-day activities of the IT service desk team, ensuring the smooth functioning of Trew teammate systems. This role involves managing a team of service desk technicians and developing and implementing service desk procedures, all to ensure high levels of customer satisfaction.
Duties/ Responsibilities:
- Supervise and lead the IT service desk team, including hiring, training, providing guidance, mentorship, and support.
- Foster a collaborative and high-performance culture within the IT department and across the organization.
- Ensure the service desk team provides efficient and effective technical support for hardware, software, connectivity, and peripheral issues.
- Manage IT incidents and service requests, prioritizing tasks for the team to ensure timely resolution within defined policy timeframes and produce KPI’s that reflect performance.
- Maintain and update documentation for IT processes, procedures, and configurations.
- Identify opportunities for process improvement and operational efficiency within IT operations.
- Collaborate with the infrastructure team to ensure optimal system performance.
- Support the enforcement of security measures to protect IT systems and data.
- Collaborate with IT leadership to align IT operations with organizational goals and objectives.
- Provide input for strategic planning and contribute to decision-making processes regarding client support and user experience.
- Provide support for IT projects, including planning, implementation, and post-implementation activities.
- Oversee Trew teammate asset deployment and lifecycle management for hardware and software assets.
Required Skills/ Abilities:
- Strong leadership and team management skills.
- In-depth knowledge of IT infrastructure, systems, and networks.
- Experience with incident management and service desk operations.
- Excellent problem-solving and analytical skills with a proactive approach to identifying and addressing issues
- Effective communication and interpersonal skills with the ability to explain technical concepts and troubleshooting processes to non-technical users
- Project management experience is a plus.
- Relevant certifications (e.g., ITIL, Microsoft, CompTIA Security+, etc.) are desirable.
Education & Experience:
- Associate’s degree in Information Technology, Computer Science, or equivalent experience.
- 5+ years of experience in IT operations, with at least 2 years in a supervisory role.
Work Environment
This is primarily a desk-based role, requiring extended periods of sitting and computer use. While the role is mainly desk-based, mobility within the office, manufacturing facility and customer sites may be required for meetings and interactions with colleagues.
Physical Requirements
Prolonged periods sitting at a desk and working on a computer. Must be able to lift up to 15 pounds at times. Ability to traverse office, manufacturing facility and customer sites.
Trew EEO Statement
Trew and its companies are an equal opportunity employer. Applicants will be considered for employment without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, or veteran status.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
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