Manager, On-Site IT Support

Purpose

The IT Site Support Manager will be responsible for managing the IT Site Support Team, improving the end user experience, and implementing ITIL recommendations. The manager will be responsible for identifying opportunities for cost reduction, managing team performance and skills, and assisting the global team in applying corporate standards for hardware, applications, and IT security. The IT Site Support Manager must also ensure that all activities are carried out in accordance with company policies and recommendations, and work with the ServiceDesk team to provide documentation and orientation about user incidents.

Job Duties and Responsibilities

• The primary responsibility would be managing the IT Site Support team, ensuring that all team members meet performance expectations, improving the end user experience.
• Identify opportunities for standardization, reduce costs and implement strategies to achieve cost savings.
• Assist the global team in applying corporate standards for hardware, software and IT Security.
• Develop and maintain relationships with key stakeholders, including end users, vendors, and other IT teams.
• Ensure that all IT support activities are carried out in accordance with company policies and recommendations.
• Monitor and report on team performance, providing individual feedback for each team member and management.
• Assess the technical needs of staff or users and provide appropriate support.
• Measure service satisfaction levels and take appropriate actions to improve them.
• Manage and uphold the troubleshooting escalation process.
• Identify gaps in the support process and amend it accordingly.
• Assist global teams in remediation/implementation of new technologies and devices.
• Negotiate and contract with consultants, technical personnel, and vendors for services and products.
• Review reports of computer and peripheral equipment production, malfunction, and maintenance to determine costs and impact, and address problems.
• Document all IT support activities and maintain accurate records.
• Willing to travel monthly or bi-monthly to Lincoln and affiliate based sites in US and Canada - 25% travel

Qualifications

• Bachelor’s degree in computer science, Information Technology, or related field.
• Minimum of 3 years of experience in IT support management.
• Strong knowledge of ITIL best practices.
• Excellent communication and interpersonal skills.
• Strong leadership and team management skills.
• Ability to work independently and as part of a team.
• Strong analytical and problem-solving skills.
• Experience with cost reduction strategies and implementation.
• Knowledge of corporate standards for hardware, applications, and IT security.
• Ability to follow corporate policies and recommendations.