IT Support Manager

We are looking for an IT Support Manager. This is a full-time permanent hire role in Raleigh, North Carolina with our client. This is a fully on-site position to lead corporate support department. In this role a s an IT Support Manager you will be responsible for driving superior customer support to business clients through policies, procedures, and setting of goals.

Responsibilities for an IT Support Manager:

• Managing the customer support department s day-to-day functions.
• Implementing customer support processes to enhance customer satisfaction and speed resolution
• Manage customer support policies and promote their implementation
• Assessing support statistics and preparing detailed reports on the findings to business and IT leadership
• Provide Overflow support to phone calls, ticket submissions, and deskside support in order of priority
• Responding to escalated corporate support issues
• Provide rapid and customer focused support as required
• Work with hardware vendors to acquire, image, deploy, and ship pcs to corporate support locations
• Serve as the highest technical escalation point for IT Infrastructure technology and assist IT Technical services help desk
• Coordinate implementation of system changes, upgrades, and modifications according to business needs to include proper change management
• Self-directed and motivated to ensure quality customer support and proactive maintenance of the Corporate IT environment
• Providing guidance and support to corporate support analysts on projects and best practices

Required skills as an IT Support Manager:

• 3+ years of experience working as an IT Support Manager or similar role
• 6+ years of experience with technical support and problem solving
• Bachelor's degree preferred, preferably in an IT or Systems Administration discipline
• Proven ability to work autonomously, identifying problems, and solving independently
• Ability to work after hours and on weekends