Regional IT Support Manager

The Regional IT Support Manager is responsible for managing the IT support function for their assigned locations, including providing leadership and support to the Community Technology Support Coordinators, managing the Help Desk to ensure that published service level agreements (SLAs) are being met for the assigned locations, and oversight of any third-party vendors providing support. This position also assists with the everyday tasks involved with the maintenance and support of the computing environment for the corporate office and remote sites (IT hardware and software and business applications). This includes troubleshooting/resolving issues and identifying issues that require further assistance through use of the help desk ticketing system. In addition, this position provides production and project support in the areas of technical documentation, development, configuration, testing and troubleshooting. When needed, the Regional IT Support Manager also provides backup support for network and server administration. Performs other duties as assigned.

Community Support

• Provides IT leadership and support to the Community Technology Support Coordinators, which includes:
  • communicating standards,
  • working with their community manager to ensure support requests are being completed in a timely manner in line with Vi s SLAs,
  • assigning IT projects and coordinating project tasks,
  • running meetings and calls, preparing status reports, ensuring quality of the work,
  • providing feedback on execution of tasks, and
  • working closely with the community manager in hiring, onboarding, training and development.
• Regularly communicating with community leadership to ensure their IT needs are being met.
• Manages and dispatches the fleet of local third-party community technicians, contractors, and consultants to assist with community support needs. In addition, monitors their performance and addresses any gaps in performance to ensure services are provided in line with agreements and SLAs. Works closely with Director of IT Support and Cloud Services to provide feedback and input on vendor selection.
• Manages the outsourced Help Desk which includes:
  • conducting weekly status calls and reviewing monthly reports to ensure support requests are being resolved.
  • Creates and updates support documentation, training the help desk to enhance technical environment knowledge and addressing documentation/process gaps for improved help desk issue resolution without escalation. Identifies and implements support-related process improvements for the help desk, local technicians, consultants, and contractors.
  • Performs as level 2/3 technical support to help desk to resolve escalated issues.
  • • Manages detailed technical troubleshooting, debugging, and tuning operations.

      End-User Support

      • Communicates support-related plans, progress, metrics, and status reports to the IT department and to the communities on a routine basis.
      • Manages detailed technical troubleshooting, debugging, and tuning operations.

      Systems Support

      • Leads the annual PC Replacement program, working closely with IT team members, consultants, vendors, and local technicians. Identifies, plans, and manages the scope and budgets for the annual equipment replacement efforts.
      • Manages user configurations, directory mappings, security rights, printer configurations.
      • Designs and establishes standard PC and software images.
      • Coordinates installation of desktop software and custom applications on PCs and networks; installs new PCs and peripherals.
      • Collaborates with project members and department resources in order to understand business objectives.
      • Provides analysis and technical solutions to business issues.

      Project Support

      • In conjunction with the Director of IT Support and Cloud Services plans the support of implementation projects, and coordinates tasks related to user equipment preparation.
      • Adheres to the Company s project management methodology and assists in the development of standard operating procedures.
      • Drives completion of project deliverables as assigned by the project manager.

      Miscellaneous

      Up to 25% travel