5 Days onsite
We are unable to sponsor as this is a permanent full-time role
A prestigious company is looking for a Technology Support Manager. This role is focused on all end user support (Windows, Zoom, Webex, Skype for business, Citrix, VOIP, ITIL).
This manager needs at least 6 years of management experience, they will manage 3 offices and a total of 16 people.
Responsibilities :
- Excellent judgment in assessing user issues; along with intermediate trouble-shooting methodology.
- Develop and manage Operating Level Agreements (OLAs) as well as client Service Level Agreements (SLA's) across entire Technology Services organization with respect to technology support.
- Manage and oversight of recruiting, hiring, performance, and professional skill development for entire their Technology Support organization.
- Ability to work for the best resolution either through own knowledge, documented resolution, or proper and timely escalation.
- Proficient in Windows 10 / 11 OS and core application suite; including the Microsoft Suite and various applications.
- Intermediate knowledge of Remote Computing; including Zoom, WebEx, Skype for Business, and Citrix.
- Intermediate PC troubleshooting skills and assists other team members in troubleshooting and diagnosing issues.
- Intermediate knowledge of iOS setup and troubleshooting.
- Knowledge of networks including wireless experience.
- Intermediate understanding and knowledge of Voice over IP (VOIP) telephone systems.
- Define and implement the processes that drive the Service Delivery in accordance with ITIL best practices.
- Adheres to use of call ticketing system for each incident (e.g., request, issues, etc.).
- Understands and follows ticket ownership guidelines and system usage.
- Understanding of local office Conference Technology and procedures.
Qualifications / Technology
- Bachelors Degree or work equivalent. Computer Science or Technical qualification is a plus.
- A high level of proven management experience in a professional services environment, law firm experience preferable.
- Law Firm, managing a help desk or desk side experience a plus.
- Audio Visual experience a plus
- Knowledge of desktop computing environment and troubleshooting techniques of hardware and software issues.
- Knowledge and the ability to support Microsoft operating system, Suite, and 365 including networking component, hardware, peripheral devices.
- Knowledge in remote meeting platforms including Zoom, WebEx and Skype for Business.
- Knowledge of ticketing applications.
- Microsoft Windows
- Microsoft Office Suite
- M365
- iManage DeskSite and FileSite
- Citrix / VPN
- iOS for iPhones, iPads and
- Mobile Management applications - InTune / AirWatch
- Polycom and Cisco Video Conference Systems
- Bomgar
- PeopleSoft
- SCCM
- Carpe Diem
- Avaya
- SCCM
- Zoom and WebEx
- Microsoft Teams
- ITSM Ticket Management System Service Now
- HP, Lenovo, MacBook laptops and desktops
- Avaya
- Zoom, Teams, WebEx, Skype for Business
- ITSM Ticket Management System
- Lenovo laptops and desktops
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