IT Support, Senior Manager

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.

• 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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