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.
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.
The Technical Support 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)|
|ITSW112 Software Training||Computer & Network (IT)/Software Development|
|ITTS102 IT Support Center||Computer & Network (IT)|
|ITTS104 IT Troubleshooting||Computer & Network (IT)|
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.
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).
The job is performed indoors in a traditional office setting. Extended periods of sitting while using a computer or other devices are common.