Responsibilities:

• Manage the Technical Support Specialists by allocating work assignments, defining and establishing schedules, setting priorities, providing support/direction, managing performance and dealing with technical and administrative requirements
• Manage the procurement process for all new endpoint hardware and software ensuring accurate record keeping and auditability
• Develop and implement policies and procedures that are ITIL aligned and compliant with internal policies and procedures
• Implement, maintain, administer and control the Asset Management system and Service Desk ticketing system
• Manage all aspects of office technology support
• Build and manage relationships with business leaders and department heads and incorporate business needs into IT strategic planning
• Prioritize and balance workloads to ensure optimum use of time and resources to ensure 24/7 coverage

Required:

• A Bachelor’s Degree, A+ Certification or equivalent combination of relevant education and experience
• Minimum 7 years’ experience, with at least 5 being in a Service Desk management role, leading a team of technologists
• ITIL (or equivalent IT process management) experience and certification
• A technical competency in Windows, Active Directory, Microsoft 365, Intune, Mobile Device Management, Asset Management, PC Imaging/ Deployment, Patching, Antivirus/ Malware management, Incident Response, Remote User Networking, VPN, TCP/IP troubleshooting
• Microsoft certifications (e.g. Security, Compliance, and Identity Fundamentals, Identity and Access, etc.), or other relevant industry certifications
• Project management certification or experience (preferred)