IT Support Manager
IT Support Manager
16/11/2022
Essential Duties and Responsibilities:
• Oversee the requests, incidents and issues collected through the help desk.
• Ensure timely delivery of quality technical support service is provided to internal clients.
• Manage and coordinate urgent and complicated support issues.
• Act as escalation point for all requests and incidents.
• Assist with the professional and technical development of staff, enabling them to set technical goals, monitoring, mentoring, and coaching that will result in the delivery of quality support.
• Directs technological research by studying organization goals, strategies, practices, and user projects.
• Verifies application results by conducting system audits of technologies implemented.
• Foster relations with clients to gather issues and obtain feedback on help desk.
• Develop reports for help desk calls and tickets.
• Monitor and manage phone and ticket queue, participating in escalated calls as needed.
• Motivate the team to adhere to IT best practices and deliver outstanding customer service and satisfaction while maintaining a high level of morale.
• Advise IT management on situations that may require additional client support or escalation.
• Build a qualified Help Desk team through innovative hiring and training techniques.
• Manage process for communicating outage/emergency activities to the firm.
• Manage vendor relationships as it depends on daily operational needs.
• Procurement of IT related equipment and services.
• Review survey feedback to improve services, tools and support experience.
• Keeps current on latest technology trends.
• Troubleshoot technical issues.
• Answer help desk calls as needed.
Knowledge, Skills and Abilities:
• Team-oriented with strong staff leadership and motivating experience.
• Experience in support and troubleshooting applications and end user hardware in a large networked environment.
• Proven analytical and problem-solving abilities with strong attention to detail.
• Excellent interpersonal, written and verbal communication skills in English and Hebrew with the ability to communicate technical guidance and instruction to stakeholders and staff members.
• Thorough knowledge of Help Desk operations, including knowledge of IT best practices, industry trends, and customer service.
• Ability to lead teams effectively, both through structured coaching and delivering by example.
• Ability to write technical instructions such as standard operating procedures.
• Ability to prioritize and execute tasks in a high-pressure environment and make sound decisions in emergency situations.
• Highly self-motivated and directed.
• Ability to troubleshoot Windows Operating system and Microsoft Office applications.
• Understanding of hardware platforms and chipsets, such as desktops, laptops, printers and mobile devices.
Educational Requirement:
• BS in Information Technology or related field or equivalent experience, required.
Experience Requirement:
• 10+ years of experience
Management Experience (for people manager job only):
• 3 -5 years management experience
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