IT SUPPORT CENTER MANAGER SUMMARY OF FUNCTIONS

The Information Technology Support Center Manager, or Tech Support Manager, supervises and motivates a staff of tech support specialists, manages the IT service group (aka, “help desk”), helps prioritize tech support requests, and helps ensure prompt, satisfactory resolution of requests and problems.

IT SUPPORT CENTER MANAGER ESSENTIAL DUTIES AND RESPONSIBILITIES

Motivate a team of tech support personnel (hardware/software specialists) via performance assessment and coaching, career planning, and educational goals
Supervise tech support quality calibration and validation
Ensure periodic review, analysis of tech support’s performance; identify opportunities for improvement (with respect to tools, methods, etc.)
Facilitate resolution in the case of escalated support requests and engage appropriate support personnel
Ensure appropriate follow-up with external and internal customers
Make decisions quickly and decisively, often with limited information

ORGANIZATIONAL RELATIONSHIPS

Reports directly to the IT Manager (CTO, IT Systems Admin, etc.). Assists and works in conjunction with Information Technology staff and end users to facilitate IT support services.

PROCEDURES

The IT Support Center Manager Job Description is mentioned in the following procedures:

Procedure ID and Name	Policies & Procedures Manual
ITAD102 IT Records Management	IT Policies and Procedures Templates
ITAD104 IT Device Naming Conventions	Computer & Network (IT)
ITAD106 Network Infrastructure Standards	Computer & Network (IT)
ITAD110 IT Department Satisfaction	Computer & Network (IT)
ITAM101 IT Asset Standards	Computer & Network (IT)
ITAM102 IT Asset Management	Computer & Network (IT)
ITAM104 IT Asset Assessment	Computer & Network (IT)
ITAM105 IT Asset Installation Satisfaction	Computer & Network (IT)
ITSD105 Computer Malware	Computer & Network (IT)
ITSD108 IT Incident Handling	Computer & Network (IT)
ITSW112 Software Training	Computer & Network (IT)
ITTS102 IT Support Center	Computer & Network (IT)
ITTS104 IT Troubleshooting	Computer & Network (IT)

IT SUPPORT CENTER MANAGER QUALIFICATIONS

A bachelor’s degree in information technology or equivalent education/experience level is required. Must have tech support experience at operational and managerial levels.

Must have demonstrated ability to lead a diverse team of computer hardware/software support specialists (technicians). Good communication skills and the ability to work well with technical and non-technical people at all levels are essential, as are strong coaching/mentoring skills. Project management experience preferred but not necessary. Need strong customer support skills and experience.

Prefer candidates with one or more recognized industry certifications (e.g., CompTIA A+, Network+; MCTS; CCNA; CISSP). Experience with Remedy Help Desk is required.

IT SUPPORT CENTER MANAGER PHYSICAL DEMANDS

Ability to communicate orally with customers, vendors, management, and coworkers is crucial. Regular use of phone and email for communication is essential. Hearing and vision correctable to within normal ranges is essential for normal conversations, receiving ordinary information, and preparing or inspecting documents.

The ability to remain in a stationary position roughly 50% of the time, as well as the ability to move about the office occasionally (accessing files/storage, office equipment, computers and other office productivity devices, attending meetings, etc.), is required.

Using a computer while sitting for extended periods is common. Must also be able to position self to install, maintain, or exchange equipment, including under tables and desks.

No heavy lifting is expected, though occasional exertion of about 20 lbs. of force (e.g., picking up and carrying binders, laptops) may be required. Good manual dexterity required to use common office equipment (e.g., computers, mobile devices, calculators, copiers, scanners).