Technical Support Manager

Primary Responsibilities:

• Supervision and Management of the Information Technology technical staff
• Escalation Management
• Disaster Recovery and Business Continuity planning
• IT Infrastructure & communication Systems Engineering
• Requisitioning IT hardware, software, devices and services

Specific Tasks and Focus Areas:

Overall Supervision and Management of the Information Technology technical staff.

• Direct Reports - Network Administrator, IT Support Technicians, IT Support Help Desk
• Management Responsibilities:
  • Instill utilization of collaboration skills within the IT team to support Customers
  • Provide coaching on emotional intelligence to ensure top level Customer service and satisfaction
  • Conduct One on One sessions with all employees
  • Identify employee strengths and weaknesses; look to leverage strengths and improve weaknesses
  • Determine employee growth desires and capabilities
  • Identify required training, tools, aides, etc. needed to continuously improve individual performance
  • • Expand and broaden the roles of key employees to foster job enrichment and satisfaction
  • Review progress on meeting personal goals and objectives during the year
  • • Provide feedback to staff throughout the year on their performance
  • Foster improvements in the capabilities and performance of department employees year-over-year
  • Help to prioritize major work assignments, projects, initiatives, and personnel as required
  • Communicate effectively with staff such that they thoroughly understand expectations and performance requirements
  • Encourage employee participation and contribution to planning
  • Collaborate with Chief Information Officer on corporate planning, goals, and objectives
  • Ensure that the necessary resources are in place and available to meet all quality, schedule, cost, and customer service commitments
  • Establish, monitor, and track group key performance indicators and metrics
  • Periodically review and evaluate the results with the team
  • Lead risk analysis and mitigation activities for the group
• • Interview, hire, and train employees
  • Foster a well-trained, professional, motivated staff willing to take responsibility for, and be accountable for, achieving department and company goals
  • Develop and champion departmental mission statement and operating principles
  • Conduct Performance Management Responsibilities
  • Flow down responsibilities, goals, and objectives to department employees
  • Conduct annual business review and planning; set group goals, objectives, and priorities
  • Establish and direct group policies and procedures, ensuring compliance with all company and regulatory policies and guidelines including those imposed by Redar customers
  • Maintain historical records in accordance with the Company’s retention policies

Escalation Management

• Provide Senior level technical, software support and guidance to IT Technical Support staff as needed
• Review open or escalated technical issues with IT and Systems Manager

Disaster Recovery and Business Continuity Planning

• Employ best practices for security with least level of access required
• Recommend solutions to prevent against new threats as they become known
• Oversee system patches/updates to operating systems & clients are implemented
• Manage company data Backup, Disaster Recovery and Business Continuity Plan
• Manage user access security policy
• Collaborate with the Cyber Security and Compliance Specialist to develop and oversee appropriate security procedures to safeguard the system from physical harm and viruses, unauthorized users and damage to data

IT Infrastructure & communication Systems Engineering

• Design, establish & maintain network infrastructure, on-premises and Cloud, for Local and Wide area connectivity and VPN as required
• Assist in assessing requirements for existing and new data-related equipment attached/linked to company machines
• Maintain IT asset tracking and software licensing (as applicable)
• Assess, implement, and support systems for Cybersecurity Maturity Model Compliance
• Assess, implement and support systems for machines & equipment connected/linked computers and devices
• Plans and executes integration and acceptance testing, then oversees creation of system documentation and user training material
• Oversee telecommunications activities
• Coordinate activities to ensure success without unnecessary system outages
• Responsible for overseeing the installation of hardware, software, upgrades and supporting products

Requisitioning IT hardware, software, devices and services

• Assess and requisition network servers and hardware, operating systems, client hardware, software, peripherals, mobile devices and communication devices as required
• Assess and requisition company software licensing as required
• Access and requisition hardware service agreements as required