IT Support Manager

Essential Job Duties:

• Manage and prioritize helpdesk tickets and requests for technical assistance from users.
• Supervise, assign tasks, evaluate performance, mentor, and promote development of assigned technicians to ensure high-quality technical support and maintain service standards.
• Ensure timely resolution of technical issues by providing guidance to support staff.
• Develop and maintain technical documentation for the department and manage knowledge base information within helpdesk, including user guides, FAQs, and troubleshooting procedures.
• Assist in training support staff and end-users on IT systems, processes, and best practices.
• Collaborate with teams to implement and support new technologies and system upgrades.
• Coordinate with external vendors and service providers for escalated technical support issues.
• Stay updated on industry best practices and emerging technologies to enhance helpdesk support and documentation strategies.
• Provide technical expertise and guidance to helpdesk staff on complex or escalated issues.
• Conduct regular audits of documentation and processes to ensure accuracy and relevance.

Minimum Qualifications:

• A 2-year college or technical degree in related field, with 2 years of experience, or any equivalent combination of training and experience.
• Experience providing technical support, troubleshooting hardware and software issues, and using IT service management tools.
• Professional appearance and a positive attitude.
• Excellent verbal and written communication skills.
• Detail oriented with strong analytical and problem-solving skills.
• Excellent time management skills, with the ability to work independently.
• Strong organizational and multitasking skills, with the ability to prioritize.
• Excellent interpersonal and customer service skills.
• Proficient with Microsoft Office Suite, operating systems, or related software.
• Valid Driver’s License.

Physical Requirements:

• This position requires indoor work in retail store and office setting as well as some outdoor work. Some travel is required in a company vehicle. Most travel consists of day trips, but overnight trips are occasionally required.
• Able to lift equipment up to 55 pounds, bend, kneel, stoop, and sit for long periods at a computer.