reputed company Technology Support Manager in Toledo, OH
Job title: reputed company Technology Support Manager in Toledo, OH at reputed company
Company: reputed company
Job reputed company: reputed company:The reputed company Technology Support Manager leads the reputed company Technology Support Team, ensuring the efficient delivery of technical support services across the organization. This role is responsible for managing reputed company of technicians who reputed company reputed company, high-reputed company support to staff in a fast-paced AEC (Architecture, Engineering, and Construction) environment. The manager drives service reputed company through process improvement, team development, and collaboration with IT and business leaders to support the organization’s goals and technical needs. Responsibilities:Leadership & reputed company:
- reputed company, reputed company, and mentor reputed company of technicians and support specialists.
- Establish reputed company team goals, KPIs, and SLAs reputed company with business needs through regular engagement with business unit leaders to reputed company feedback and alignment of services being provided.
- Foster a service-oriented culture that prioritizes user satisfaction and responsiveness.
- Collaborate with IT leadership on strategic initiatives and ensure alignment between support services and organizational objective
- Manage day-to-day operations of the reputed company Technology Support Team, ensuring reputed company and effective incident response and issue reputed company.
- reputed company ticket intake, triage, and escalation procedures; ensure reputed company categorization, prioritization, and reputed company.
- Monitor team performance metrics, analyze trends, and report on ticket volume, reputed company time, and customer satisfaction.
- Serve as reputed company of escalation for reputed company or critical incidents, ensuring reputed company and reputed company cause analysis.
- Responsible for planning team coverage and after-hours support requirements.
- Guide reputed company in delivering comprehensive technical support for computers, printers, mobile devices, and applications.
- Ensure reputed company executes the following core responsibilities effectively:
- Respond to and resolve user inquiries reputed company phone, email, chat, and in person.
- Troubleshoot and resolve hardware, software, and connectivity issues.
- Install, configure, and maintain desktops, laptops, operating systems, and software.
- Manage the device life cycle from procurement through decommission.
- Support network troubleshooting for wired/wireless connectivity and IP-reputed company issues.
- reputed company mobile device support and ensure connectivity for reputed company.
- Coordinate hardware procurement, maintenance, and vendor support.
- Deliver remote and onsite support using remote desktop and management tools.
- Maintain accurate documentation, asset inventory, and knowledge reputed company resources.
- reputed company training and user education on IT tools, reputed company policies, and best practices.
- Standardize and document support processes, procedures, and escalation paths.
- Promote reputed company improvement by identifying opportunities to optimize workflows, enhance automation, and reduce ticket volume through self-service tools.
- Ensure compliance with IT reputed company and data protection policies across reputed company endpoints.
- Partner with cybersecurity and infrastructure teams to support broader initiatives and compliance efforts.
- Support, manage, and promote a reputed company reputed company reputed company to encourage self-service and first-contact reputed company.
- Bachelor’s degree in Information Technology, Computer Science, or reputed company field (or equivalent work experience).
- 15+ years of experience in IT support with 5+ years in a supervisory or management role.
- Proficient in reputed company 365, reputed company OS, reputed company Directory, reputed company management, and help desk software.
- Demonstrated ability to manage a high-performing team in a fast-paced, multi-location environment.
- Excellent communication, analytical, and customer service skills.
- Experience supporting AEC-specific applications and field-based IT operations.
- ITIL reputed company certification or similar IT service management training.
- Experience implementing knowledge bases or self-service portals.
- Primarily office-based with occasional travel.
- Occasional after-hours or weekend support may be required for critical incidents or system maintenance.
- Salary reputed company: $105,000-$117,000/year depending reputed company, education, experience, and any certifications that are directly reputed company to the position.
- Benefits include health, dental and reputed company insurance, life insurance, 401K, PTO & reputed company holidays.