The IT Support Manager is responsible for overseeing the IT support team and ensuring the delivery of high-quality technical support services to all users. This role involves managing support operations, developing processes to improve service delivery, and ensuring alignment with organizational goals. The IT Support Manager will also collaborate with other IT departments to implement technology solutions that enhance user experience and operational efficiency. Duties and Responsibilities
- Lead and mentor the IT support team, fostering a collaborative and high-performance work environment.
- Conduct regular performance reviews, provide feedback, and facilitate professional development opportunities.
- Develop training programs for the support team to enhance technical skills, customer service capabilities, and IT security awareness.
- Oversee daily IT support operations, ensuring timely and effective resolution of user issues.
- Manage the helpdesk ticketing system, ensuring tickets are prioritized, tracked, and resolved efficiently.
- Identify trends in support requests and proactively address underlying issues.
- Gather feedback from users to continually improve support services and user experience.
- Develop and enforce IT security protocols, policies, and standards to protect company assets and sensitive data.
- Monitor systems for vulnerabilities, unauthorized access, and other security threats, responding swiftly to mitigate risks.
- Work with cross-functional teams to ensure security measures are embedded into all IT processes and solutions.
- Conduct regular system and security audits to identify and address potential risks.
- Collaborate with the CTO and other leadership to align IT security initiatives with business objectives.
- Develop and implement IT support processes and procedures to enhance service delivery and ensure alignment with SLAs.
- Evaluate and recommend tools and technologies that improve support operations and enhance security measures.
- Stay updated on industry trends and emerging technologies to inform support and security strategies.
- Communicate effectively with the CTO about IT initiatives, updates, and support issues.
- Assist in managing the IT support budget, including forecasting and tracking expenses.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Skills, Education, and Competencies
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- 5+ years of experience in IT support, with at least 2 years in a management or supervisory role.
- Strong technical knowledge of IT systems, networks, and support processes.
- Excellent leadership, communication, and interpersonal skills.
- Proven ability to manage multiple projects and priorities in a fast-paced environment.
- Familiarity with helpdesk software, and ticketing systems.
Physical Requirements and Working Conditions The physical demands and work environment characteristics are representative of those an employee encounters while performing the job's essential functions. Work is performed in a normal office environment.
- The employee is frequently required to sit, stand, walk, hear, see and talk.
- Specific vision abilities required by this job include close vision requirements due to computer work.
- Light to moderate lifting may be required.
- All employees may be required to visit a customer site and/or complete a ride along with a field technician as part of their employment.
Climate Pros is an equal opportunity employer committed to creating a diverse and inclusive workplace. We value and celebrate the unique perspectives and contributions of individuals, and we prohibit discrimination and harassment based on any protected characteristic as defined by applicable federal, state, and local laws.