Responsibilities:
- Oversee daily operations of the IT support team.
- Manage and resolve escalated support issues.
- Develop and implement IT support policies and procedures.
- Train and mentor IT support staff.
- Monitor and report on team performance metrics.
- Collaborate with other departments to ensure IT support aligns with organizational goals.
- Ensure timely and effective resolution of support requests.
- Maintain up-to-date knowledge of IT systems and technologies.
- Coordinate with vendors and service providers as needed.
- Conduct regular team meetings and performance reviews.
- Manage IT support budget and resources.
- Ensure compliance with company policies and industry regulations.
- Develop and maintain documentation for IT support processes.
- Identify and implement process improvements.
- Provide technical guidance and support to team members.
- Handle customer complaints and feedback.
- Ensure high levels of customer satisfaction.
- Stay current with industry trends and best practices.
- Assist with IT projects and initiatives as needed.
- Prepare and present reports to senior management.
Requirements
- Bachelor’s degree in Information Technology, Computer Science, or related field.
- 5+ years of experience in IT support or related role.
- 2+ years of experience in a supervisory or management position.
- Strong technical background with knowledge of IT systems and technologies.
- Excellent leadership and team management skills.
- Exceptional customer service and communication skills.
- Ability to manage multiple tasks and priorities effectively.
- Proven problem-solving and decision-making abilities.
- Experience with IT support tools and software.
- Knowledge of ITIL or other IT service management frameworks.
- Ability to work under pressure and meet deadlines.
- Strong organizational and time management skills.
- Attention to detail and commitment to quality.
- Ability to train and mentor team members.
- Experience with budget management and resource allocation.
- Familiarity with industry regulations and compliance requirements.
- Ability to collaborate effectively with other departments.
- Strong analytical and reporting skills.
- Proactive and self-motivated.
- Willingness to stay current with industry trends and technologies.