Technical Support Manager Position Available In DeKalb, Georgia

Technical Support Manager This is an exciting opportunity to lead a team providing technical support to our internal team.

RESPONSIBILITIES

Lead a team to provide technical support services to our internal team. You will spend approximately 65% of your time on management, 15% process escalations, 10% tech escalations, and 10% user “training” Hire and manage the IT support team, including technicians, specialists, and help desk associates. Mentor and train your team. Define technical specifications that support the business needs for end user computing (e.g., power laptops, standard laptops, desktops, docking stations, etc.) as well as standard conference room equipment. Develop schedules and allocate resources to ensure coverage and service delivery. Oversee and prioritize resolving technical issues and service requests, ensuring service-level agreements (SLAs) are met. Act as an escalation point for complex or high-priority technical issues. Ensure that all support tickets are tracked, updated, and resolved promptly. Monitor and maintain the health of hardware, software, and networks to ensure minimal downtime. Work with other IT departments to implement IT systems, system upgrades, patches, and configurations. Use data to identify opportunities for process optimization and develop best practices and procedures for IT support.. Provide monthly help desk metrics and regular updates on the status of IT issues and improvements to end users and management. Assist with developing and supporting the budget, including tracking expenses and ensuring cost-effective solutions. Procure and manage IT assets such as hardware and software, ensuring the organization has the tools to operate efficiently. Maintain accurate IT incidents, resolutions, and end-user computing asset inventory records. This is a direct hire position. You will be based out of our Decatur office and several times a month visit our other offices in metro Atlanta. Great opportunity to make an impact.

REQUIRED SKILLS

3+ years in a technical support management role Strong understanding of IT infrastructure, networking, and security protocols. You must be very technical and can be hands on when necessary. Strong technical IT support knowledge 2+ years of previous experience as a Tier 2 or 3 Technician Ability to troubleshoot and resolve tickets involving Windows and MacBook workstations, tablets, printers, office and remote-access networking, Virtual PCs, and Microsoft M365 (especially Teams, Word, Excel, and PowerPoint) Expert-level proficiency with Microsoft Office, Virtual PCs, and VPN remote access applications, especially helping supported users achieve high productivity Experience configuring and managing a ticketing system Familiarity with IT service management (ITSM) frameworks (e.g., ITIL) Excellent customer service, communication, and interpersonal skills

PREFERRED SKILLS

Jira Service Manager Bachelor’s Degree Must be authorized to work in the US. Sponsorships are not available.