Job DescriptionThe Technical Support Manager is responsible for monitoring the work effort of the IT Technical Support Team and managing the assignment of work items and support requests to satisfy user requests, departmental objectives, and organizational goals and mission. This role will be integrated closely with I.T. Customer Service team members and will also serve as a leader in providing technical assistance and direction. This involves directing the activities of the System Administrators to ensure adherence to standards, the fulfillment of customer service objectives, resolution of issues within SLA, and the use of specified tools and technologies. This person will proactively engage with internal customers to regularly confirm IT is servicing the organization in a satisfactory manner andwhere gaps or deficiencies are identified this role is responsible for remediation. This role will relentlessly pursue the overarching objective of delivering superior service in the eyes of our customers.This position will be responsible for managing the full lifecycle of all internal customer devices and peripherals. This includes hardware procurement, inventory management, planned device replacement, break fix, decommissioning, and recycling of hardware. This person will also be responsible for ensuring client devices are up to date on software and security patches. The Technical Support Manager will ensure users are set up and removed from NFIB systems in a proper and timely manner (Active Directory, Group Policy, SSO, etc.). This person will provide guidance and mentorship to fellow support team members.Must communicate effectively both verbally and in writing; work outcomes must meet and / or exceed productivity and quality standards. Must be able to work as part of a cooperative team environment independent of direct supervision; adhere to Company and Department policies and procedures. Performs other projects as needed.We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com . To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ .Skills and Requirements
3+ years of experience in a management/leadership role
3+ years of diverse technical support experience
Strong knowledge in Microsoft Windows products
Experience supporting mobile and remote workers
Strong organizational, verbal, and written communication skills
Solution oriented and strong problem-solving skills - Bachelor's degree in Computer Science, Information Systems Management, or equivalent
Any automation experience within a ticketing system
Experience with Zendesk
Any break/fix hardware knowledge null
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.
