IT Helpdesk/Technical Support Manager in Alpharetta, GA at HUNTER Technical Resources

Date Posted: 2/14/2020

Job Snapshot

Job Description


Essential Duties and Responsibilities:

• Lead the Technical Support Department’s operations support including triaging, communicating and tracking support items.

• Manage daily email and phone support channels to ensure the team is effective and customers are receiving the best possible experience.

• Manage the deployment, monitoring, maintenance, development, upgrade and support of IT systems including telecommunications, servers, PCs, mobile devices, Windows OS, hardware, software and peripherals.

• Benchmark, analyze, report on and make recommendations for the improvement and growth of the IT Technical Support Team.

• Act as an escalation point for team members, working with customers directly as needed to resolve issues promptly

• Work with stakeholders to define business and systems requirements for new technology implementations.

• Keep current with the latest technologies.

• Assist with financial aspects of the IT Department, including purchasing, budgeting and budget review.

• Develop business case justifications and cost/benefit analyses for IT spending and initiatives.

• Practice asset management for IT hardware, software and equipment.

Qualifications:

• Bachelor’s degree in computer science or information technology-related field required.

• Minimum 3-5+ years of professional experience with telephone support and troubleshooting

• 3+ years of relevant experience managing a customer-facing support team

• Experience with SolarWinds or similar customer service support software

• Technical skills including Microsoft Windows OS, Office 365, Intune MDM, Active Directory, Networking

• Strong critical-thinking and analytical problem-solving skills

• Demonstrated ability to develop, mentor and coach team members for growth

• Ability to communicate with all levels of the organization and be the liaison to the end-user

• Ability to provide active support to the IT team

• Exemplifies a high level of integrity, professionalism and maturity

Preferences:

• Microsoft Certification

• ITIL Certification/Experience