IT Desktop Support Manager
🔍 Georgia - Fulton - Atlanta
Summary/Objective:
This position is responsible for leading and managing the end user IT support team to ensure high levels of customer satisfaction and efficient resolution of technical issues. This role combines technical expertise with customer service skills to oversee daily support operations and establish best practices. Oversee the development and implementation of IT projects and initiatives. This position requires both technical, management, and project management skillsets.
Essential Functions:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1. Manages a team of IT professionals and ensures they comply with company guidelines. This includes IT helpdesk and support technicians.
2. Function as a subject matter expert for IT systems and solutions.
3. Ensure timely and professional IT customer support.
4. Monitor helpdesk tickets to ensure resolutions are documented and SLA are meet.
5. Perform general systems administration duties for cloud and on-prem systems.
6. Prepares knowledge-based documents such as user guides and frequently asked questions.
7. Identifies opportunities to update or improve customer service procedures and makes recommendations to the IT leadership.
8. Analyzes business needs and provides technology solutions and recommendations.
9. Function as the technical lead for IT systems and infrastructure projects as needed.
10. Provide suggestions for improvements and cost savings to IT Director / CIO.
11. Responsible for software and hardware inventory for IT assets.
12. Assists with budget preparation and validate incoming invoices for IT to ensure accuracy.
13. Helps develop and maintain IT policies and procedures.
Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Competencies:
1.Communication Proficiency.
2. Leadership.
3. Teamwork.
4. Problem Solving.
5. Technical Capacity.
Preferred Education and Experience:
Preference will be given to applicants who, in addition to meeting the required education and experience, possess one or more of the following:
1. 3 years of experience in managing an IT Help Desk/Support team.
2. 3 years of experience providing tier 2 or 3 level IT support in an enterprise environment.
3. 2 years of experience with 365 Administration and Support.
4. A+ Certification
5. Network+ Certification
Supervisory Responsibility:
This position manages a team within the department and is responsible for the performance management and hiring of the employees within that team.
Work Environment:
This job operates in a professional office environment. This role routinely uses standard office equipment such as laptop computers and smartphones.
Physical Demands:
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. The employee must occasionally lift and/or move up to 40 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
Working Conditions:
Incumbents working in this job perform duties in an office setting. This is a 40-hour workweek requirement. The position may involve managing a high-volume workload and demands a high level of accuracy while working with deadlines. Regular attendance is an important part of being successful in this position. Reasonable accommodations can be made available to qualified individuals upon request.
Position Type and Expected Hours of Work:
This is a full-time position. Days and hours of work are Monday through Friday, 8:30 a.m. to 5 p.m. This position occasionally requires long hours and weekend work.
Travel:
Travel is primarily local during the business day, although some out-of-area and overnight travel may be expected.
Additional Eligibility Qualifications:
None required for this position.
Work Authorization/Security Clearance:
As a condition of employment with Georgia Vocational Rehabilitation Agency, you must successfully complete a mandatory federal and national background check, pre-employment testing, and additional checks required for your job.
AAP/EEO Statement:
GVRA provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Reasonable Accommodations:
The Georgia Vocational Rehabilitation Agency is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. To request a reasonable accommodation during any step in the hiring process, please contact our HR Team at ada_request@gvs.ga.gov.
GVRA:
The Georgia Vocational Rehabilitation Agency operates five integrated and interdependent statutory programs that share a primary goal - to help people with disabilities to become fully productive members of society by achieving independence and meaningful employment. Our programs impact both employers and job seekers. Our bottom line is to tailor our services to fit your needs. And our promise to you is consistent professional service with responsive and responsible follow-up.