Technical Support Manager #2436

Position Summary:

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.