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    Information Technology Support Manager - Birmingham, United States - 3Ci

    3Ci
    3Ci Birmingham, United States

    2 weeks ago

    Default job background
    Insurance
    Description

    Summary: We are seeking a dynamic Systems Support Manager to lead our team of IT professionals in delivering top-notch technical assistance, ensuring maximum productivity and efficiency.

    Responsibilities:

    • Lead, mentor, and manage a team of systems support professionals, fostering a collaborative and motivated work environment.
    • Oversee the management of the support ticket queue, ensuring prompt assignment and resolution in accordance with predefined service level agreements.
    • Provide hands-on technical support to employees, addressing hardware and software issues efficiently, and serving as an escalation point for complex incidents.
    • Supervise incident and problem management processes, identifying recurring issues and implementing preventive measures to enhance system stability.
    • Collaborate with stakeholders to manage and maintain the company's IT infrastructure, including servers, networks, and software applications.
    • Develop and maintain comprehensive documentation on IT systems, processes, and procedures to facilitate self-service and empower employees.
    • Liaise with external vendors and service providers to ensure timely delivery of IT services, and collaborate with internal stakeholders to understand and address system support needs.
    • Implement and enforce IT security policies, procedures, and best practices to safeguard company data and systems.

    Qualifications:

    • Proven experience in managing a team of systems support professionals.
    • Minimum of 7 years experience in technology support with at least 3 years in a leadership role.
    • Strong technical knowledge and hands-on experience supporting IT infrastructure, hardware, software, and networks.
    • Familiarity with Microsoft-based IT service management (ITSM) principles and ticketing systems.
    • Proficiency in configuring, maintaining, and troubleshooting Microsoft operating systems and applications.
    • Proficiency with Microsoft Azure (PaaS and IaaS resources) highly desired.
    • Excellent problem-solving skills and ability to prioritize tasks in a dynamic environment.
    • Exceptional communication and interpersonal skills.
    • Knowledge of IT security practices and regulatory compliance is a plus.
    • Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent work experience).

    Physical Demands:

    • Frequently stand, walk, and sit.
    • Ability to work virtually and in an office environment.
    • Extended and varying work schedules – at least 40 hours per week, some nights, weekends, and holidays required.
    • Frequently use computer equipment and telephone.
    • Fast-paced, changing, multi-tasking environment.
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