TECHNICAL SUPPORT MANAGER SUMMARY OF FUNCTIONS

The Technical Support Manager is responsible for the day-to-day operation of the organization’s computer systems and network, ensuring 24/7 operation of systems and when problems arise, effecting quick and permanent solutions.

TECHNICAL SUPPORT MANAGER ESSENTIAL DUTIES AND RESPONSIBILITIES

• Direct and coordinate a team of tech support specialists/help desk technicians
• Prioritize IT-related problems as they come in to Help Desk and escalate when necessary
• Assign problems/tasks to tech support specialists
• Regularly analyze and review logs to determine if problems are imminent and develop solutions before they occur
• Analyze situations and determine resources needed to solve them
• Make decisions quickly, often with limited information
• Follow up with customers to gauge their satisfaction with problem resolution; identify tech support problem areas (i.e., negative trends) and, if warranted, implement corrective actions
• Ensure ongoing training for tech support staff; advise tech support staff on career planning; maintain and analyze training records

ORGANIZATIONAL RELATIONSHIPS

Reports directly to the Computer & Network Systems Administrator. Works with other IT staff to effect rapid corrections and, more importantly, corrective and preventive actions to prevent the occurrence or recurrence of problems.

PROCEDURES

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

TECHNICAL SUPPORT MANAGER QUALIFICATIONS

A bachelor’s degree in computer science or electrical engineering is required; an MBA in information management is desirable. 5+ years of experience in technical support (help desk) is desired, though a similar amount of experience in a customer support role would be very helpful.

Experience as a team leader in any area of IT will be considered. Good communication skills and the ability to work well with people at all levels are essential; must be customer focused. Strong computer, analytical, organizational skills. Must be able to work quickly and methodically. Need a problem solver. Want someone with a positive, take-charge attitude. Prefer someone with appropriate project management and/or tech support management certification.

Experience using Remedy is important – experience managing with Remedy ITSM even better.

TECHNICAL SUPPORT MANAGER PHYSICAL DEMANDS

Ability to communicate well orally and in writing 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 maintain 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).

WORK ENVIRONMENT

The job is performed indoors in a traditional office setting. Extended periods of sitting while using a computer or other devices are common.