IT Support, Senior Manager

Job Description

Posted on: 
December 4, 2023

The ideal candidate will have a strong background in customer support, a proven track record of metrics-driven leadership, and expertise in audio-visual technologies. This role will be instrumental in ensuring seamless IT operations while delivering exceptional customer experiences and driving continuous improvement within the IT support function.


Deliver exceptional customer support:

  • Lead a team of IT support engineers, and a managed service provider, in providing timely and effective technical assistance to end-users.
  • Develop and maintain a customer-centric culture that prioritizes excellent communication, empathy, and problem-solving skills.
  • Handle escalated customer issues, ensuring their prompt resolution and a high level of customer satisfaction.
  • Foster a positive and supportive environment that encourages team members to go above and beyond in delivering exceptional customer support.

Drive continuous improvement through metrics-driven leadership:

  • Establish and track key performance indicators (KPIs) to measure the effectiveness and efficiency of the IT support team.
  • Analyze support metrics to identify trends, areas for improvement, and opportunities for increased operational efficiency.
  • Develop action plans based on data-driven insights to continuously enhance team performance and meet or exceed service level agreements (SLAs).

Provide audio-visual expertise:

  • Leverage your audio-visual knowledge to provide technical guidance and support for AV-related equipment, systems, and technologies.
  • Collaborate with cross-functional teams to design, implement, and maintain audio-visual solutions for conference rooms, presentations, and other organizational needs.
  • Stay up-to-date with the latest audio-visual trends and technologies, ensuring our organization remains at the forefront of AV capabilities.

Develop the support team members:

  • Recruit, train, mentor, and manage a skilled IT support team fostering their professional growth and development.
  • Conduct regular performance reviews and provide constructive feedback to team members to ensure their ongoing success.
  • Create and deliver training programs to enhance the team's technical and customer service skills.

Continuously review and improve processes:

  • Identify opportunities to streamline IT support processes, reducing response times and increasing issue resolution efficiency.
  • Collaborate with other departments to ensure seamless integration of IT services and support into overall business operations.
  • Implement best practices and industry standards to optimize the IT support function and enhance the overall user experience.

Job Requirements

  • Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent work experience).
  • Proven experience managing IT support teams and driving stakeholder-focused initiatives.
  • Strong background in audio-visual technologies, including equipment setup, troubleshooting, and maintenance.
  • Excellent analytical and problem-solving skills, with a data-driven mindset.
  • Exceptional leadership and communication skills, both written and verbal.
  • Ability to work effectively in a fast-paced, dynamic environment and adapt to changing priorities.
  • Relevant industry certifications (e.g., CompTIA A+, ITIL, AVIXA) are a plus.

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