IT Customer Support Manager
Category : IT Infrastructure
Location/City : MA - Springfield
Position Summary: IT Customer Support Manager
Become a part of our team of IT professionals as an Information Technology Customer Support Manager in the IT/IS division at local non-profit organization! The Information Technology Customer Support Manager over sees day to day operations as well as long term strategy. As part of the IT division’s ongoing quality improvement efforts, the IT Support Manager directs the strategic long-term goals and ensures up-to-date policy and procedures are being followed and meets the demands of a changing technology driven environment. This role supports hardware, help desk, and purchasing and has a focus on meeting our customer needs.
This role will be a part of an organization and team who are committed to providing an opportunity for employees to use their strengths and talents in an organization that excels at quality service delivery in our community with a strong belief in constantly learning and looking at the broader environment for opportunities to improve and grow. Your success will be dependent upon a nimble approach to change management. This position will be part of a team that strives to always be forward thinking and innovative in our approach to improve the quality of lives for those for those we serve.
IT Support Manager will have the additional qualities:
Developing and implementing IT policy and best practice guides for the organization
Designing training programs and workshops for staff
Accomplishes information technology staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; initiating, coordinating, and enforcing systems, policies, and procedures.
Directs technological research by studying organization goals, strategies, practices, and user projects.
Recommends information technology strategies, policies, and procedures by evaluating organization outcomes; identifying problems; evaluating trends; anticipating requirements.
Maintains quality service by establishing and enforcing organization standards.
Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
Contributes to team effort by accomplishing related results as needed.
Bachelor’s degree in Computer Information Systems or related degree area and a minimum of three years’ experience.
Experience in security software, MDM,
Telecommunications application experience
Help desk support and process, desktop support (Windows 7 and Windows 10)
Budget, vendor and contract management
Strong work ethic
Excellent customer service skills
Ability to communicate effectively