Department: Information Technology

Reports To: IT Manager / Vice President of IT

Position Summary

We are seeking a hands-on IT Support Manager to oversee daily technical support operations and lead a team of help desk technicians. This role combines technical troubleshooting with team leadership to ensure employees receive timely, effective support for hardware, software, and network issues.

The ideal candidate is a strong problem solver who can prioritize competing requests, communicate technical information clearly, and develop a customer-focused support team in a fast-paced environment.

Key Responsibilities

• Oversee daily IT support activities, assign tasks, and prioritize requests for help desk technicians.
• Install, configure, connect, and update computers, hardware, software, and other technology devices.
• Diagnose and resolve hardware, software, and network issues.
• Provide hands-on technical assistance and guidance for escalated support requests.
• Communicate with employees and other users to understand technical concerns, explain solutions, and provide updates.
• Coach, mentor, and develop help desk technicians to strengthen technical skills and service quality.
• Manage team challenges and resolve conflicts professionally.
• Ensure support activities align with company policies, procedures, and operational priorities.
• Identify opportunities to improve troubleshooting practices, team efficiency, and the user experience.
• Coordinate support across company offices and customer locations, traveling as needed.
• Perform additional responsibilities as needed to support successful business operations.

Qualifications and Skills

• Strong technical knowledge of computer hardware, software, networks, and troubleshooting methods.
• Ability to lead a support team, delegate responsibilities, and develop employees.
• Strong analytical and problem-solving skills, with the ability to evaluate information and determine appropriate solutions.
• Excellent written and verbal communication skills, including the ability to explain technical issues to nontechnical users.
• A customer-service mindset with a patient, professional, and collaborative approach.
• Proficiency with Microsoft Word, Excel, PowerPoint, Outlook, and internet-based tools.
• Strong organizational skills and the ability to manage multiple tasks, meet deadlines, and adjust to changing priorities.
• Ability to work independently within company guidelines and collaborate effectively across teams.
• Sound judgment, initiative, and the ability to remain calm under pressure.
• Ability to learn, retain, and apply company procedures and locate resources when needed.
• Ability to travel to other locations and access equipment as required.