I.T. Support Manager

I.T. Support Manager IntellectAbility Clearwater, FL Job Details Full-time $60,000 - $65,000 a year 1 day ago Benefits Health insurance Dental insurance 401(k) Paid time off Vision insurance 401(k) matching Qualifications Jira Vendor relationship building Employee onboarding Operations management Supplier management Staff scheduling IT service management Process improvement Data reporting Employee retention Equipment troubleshooting Windows Improving operational efficiency Team development Hiring Supervising experience Policy & process development Team management Performance Improvement (PI) Hardware support Customer support ticket management Mentoring Vendor relationship management Data interpretation macOS Zoho Senior level Onboarding process management Escalation handling Leadership Communication skills Technical Proficiency Overseeing training Staff development Performance evaluation Full Job Description About the position: The IT Support Manager will lead and oversee the IT support team, ensuring efficient operation of the IT help desk and providing high-quality technical support to both internal staff and end users of our application products. This role is responsible for managing the daily operations of the IT support team, including ticketing workflows, escalation management, and team performance. The ideal candidate will bring proven experience managing IT support/help desk teams, along with strong leadership skills, a deep understanding of IT support processes, and a commitment to delivering exceptional customer service.

Key Responsibilities:

Team Leadership:

Lead, mentor, and manage a team of IT support specialists, providing guidance, training, and performance evaluations to ensure a high level of service delivery.

Incident Management:

Oversee the ticketing system (Zoho Desk), ensuring incidents and service requests are handled efficiently and within agreed SLAs. Monitor, track, and prioritize incoming requests to provide timely resolutions.

Technical Support:

Serve as an escalation point for complex issues, providing advanced troubleshooting and resolution of hardware, software, and client-specific issues.

Process Improvement:

Develop, implement, and maintain IT support policies, procedures, and best practices. Continuously evaluate support operations and identify opportunities for process improvement.

Customer Service:

Ensure high customer satisfaction by promoting a customer-first culture within the support team. Handle customer feedback, complaints, and escalations professionally.

Reporting:

Generate regular reports on support metrics, including response times, resolution times, and customer satisfaction. Use data-driven insights to improve service delivery.

Vendor Management:

Manage relationships with external vendors and service providers to ensure quality service delivery and cost-effectiveness.

Training and Development:

Identify training needs for the support team and organize training sessions to enhance the team's skills and knowledge.

Manager-Specific Duties:

Review and respond to time off requests. Review and respond to employee requisitions. Monitor work schedules of your team members. Review Daily Reports of your team members. Perform manager onboarding steps for new employees. Conduct timely employee reviews and make recommendations that forward the growth of your team members. Conduct team meetings as needed to reinforce goals and objectives and set clear expectations about policies and procedures. Understand basic HR rules applicable to you as a manager (e.g., harassment, exempt vs. non-exempt, security, incident reports, etc.) Make recommendations to management for improvements to the staff, processes, or materials needed to improve the area under your control. Maintain an ethical and positive working environment free of "office politics" to promote high retention rates.

Required Skills & Qualifications:

Experience:

Minimum of 2+ years in a supervisory or managerial role leading an IT support/help desk team , with direct responsibility for team performance, ticketing systems, and service delivery.

Team Management:

Demonstrated experience hiring, coaching, and developing IT support staff, including performance management and workload distribution.

Help Desk Operations:

Hands-on experience managing ITSM/ticketing systems (e.g., Zoho Desk, Jira), including SLA management, escalation workflows, and reporting.

Technical Skills:

Proficient in Windows, macOS, and other operating systems; strong background in hardware and software troubleshooting.

Soft Skills:

Excellent leadership, communication, and interpersonal skills; strong problem-solving abilities; a customer-focused mindset.

Other Requirements:

Experience building or improving help desk processes, metrics, or team structure. Ability to work under pressure, manage multiple tasks simultaneously, and adapt to changing priorities. Detail-oriented with the ability to meet deadlines. Motivated to build customer loyalty. Upbeat, friendly attitude, patient, non-critical with clients. Problem-solver. IntellectAbility, Inc. is an equal opportunity employer and a Drug Free Workplace. Employment is contingent upon a background check and pre-employment drug screening.

Pay:

$60,000.00 - $65,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Paid time off Vision insurance

Work Location:

Hybrid remote in Clearwater, FL 33763