Our client, a hub of innovation and education dedicated to equipping individuals with the skills to succeed in the healthcare sector, is seeking a Technical Support Manager. In this dynamic role, you will lead a team of IT professionals, ensure the seamless operation of critical technology systems, and work closely with external service providers to deliver secure, high-quality IT services. Your leadership and problem-solving skills will empower students, faculty, and staff to achieve their goals in a connected and innovative learning environment.
Experience and Education:
Bachelor's degree in Computer Science, Information Technology, or a related field or equivalent work experience.
5+ years of experience in IT support or related roles.
2+ years of experience managing or supervising technical support teams.
Experience with ticketing systems and security tools such as spam filtering and intrusion detection.
Preferred certifications: ITIL, PMP, or CompTIA Security+.
Skills and Strengths:
Leadership and team management
Vendor coordination and relationship management
Project management and execution
Network and systems troubleshooting (including TCP/IP, DNS, DHCP)
Security tool optimization and maintenance
Technical documentation using platforms like IT Glue
Analytical problem-solving and proactive issue identification
Primary Job Responsibilities:
Manage and mentor a team of technical support specialists, providing guidance and fostering professional growth.
Assign and prioritize support requests, ensuring timely and efficient resolutions while adhering to SLAs.
Lead IT projects, including system upgrades, security tool optimization, and IT Glue implementation.
Collaborate with outsourced IT service providers to address advanced technical issues and maintain uptime.
Train and onboard team members, emphasizing best practices and technical documentation.
Oversee routine system maintenance, updates, and patching to ensure security and reliability.
Continuously evaluate and enhance the quality of technical support services to drive user satisfaction.
Work closely with internal stakeholders to understand and address technology needs aligned with institutional goals.