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    IT Support Manager - Buffalo, United States - Acara Solutions, An Aleron Company

    Acara Solutions, An Aleron Company
    Acara Solutions, An Aleron Company Buffalo, United States

    2 weeks ago

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    Description

    Acara Solutions is seeking an IT Support Manager in Buffalo, NY for our client, a global supplier of fall protection and safety solutions

    We are seeking qualified candidates with:

    • Experience managing a team of IT Support Specialists across multiple locations
    • The ability to travel within the US/CAN up to 25%
    • A driven personality and customer focused attitude

    Here's what you'll do:

    • Lead and manage a team of IT support specialists, including hiring, training, and performance management.
    • Provide daily technical IT support to all users at Kee Safety and related Business Units around North America.
    • Support tasks and troubleshooting will be related to Windows PCs (Laptop & Desktop), Microsoft Office Applications, Microsoft 365/Azure tasks, Peripheral Support (Printers, Scanners, etc), Android/iOS, Basic Network Troubleshooting (Connectivity, DNS, etc). and limited MacOS support.
    • Develop and implement IT support policies, procedures, and best practices to ensure efficient and effective operations.
    • Provide technical expertise and guidance to the support team, assisting with complex technical issues and escalations.
    • Collaborate with other IT teams to ensure seamless integration and communication between support and other IT functions.
    • Monitor and maintain service level agreements (SLAs) and key performance indicators (KPIs) to ensure timely resolution of IT support requests.
    • Identify opportunities for process improvement and implement solutions to enhance the efficiency and effectiveness of the support function.
    • Manage vendor relationships and contracts related to IT support services.
    • Stay current with industry trends, technologies, and best practices in IT support and recommend appropriate enhancements to the organization's IT infrastructure.
    • Ensure the IT Support Team is trained up (with qualifications if required) to the various software and hardware that the Group uses.
    • Design, Run and Manage various IT projects as required across North America.

    Position Type: Direct Placement

    Pay: $80K+/yr.

    Hours: M-F 1st shift **100% Onsite

    **Please send resumes to Cara at for immediate consideration**

    Required Skills / Qualifications:

    • Associate's Degree in Computer Science, Information Technology/Systems or related technical field; will accept work experience in an IT role in lieu of educational requirements.
    • 5+ years' experience managing an IT support team, including hiring, training, and performance management.
    • 5+ years' experience with Windows, Office 365 & Microsoft Azure.
    • 5+ years' experience with IT service management (ITSM) tools and incident management processes.

    Preferred Skills / Qualifications:

    • Strong technical knowledge and experience in troubleshooting hardware, software, and network issues.
    • Excellent communication and interpersonal skills, with the ability to interact effectively with individuals at all levels of the organization.
    • Ability to prioritize and manage multiple tasks in a fast-paced environment.
    • Strong problem-solving and analytical skills.
    • Familiarity with ITIL framework and best practices.
    • Self-motivated, individual contributor and team player.

    Additional Information:

    • Up to 25% travel within the US/CAN (special projects).
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