IT Manager

Rapport It Services - Ann Arbor, MI

Full-time - Mid Level

Ann Arbor, MI

Administrative and Support Services

About the position

The IT Manager will oversee teams at customer locations, ensuring seamless delivery of IT support, project coordination, and troubleshooting. This role is critical for fostering collaboration across various technical groups and requires strong IT skills, logical thinking, and hands-on troubleshooting experience.

Responsibilities

• Manage and mentor an IT team, ensuring task completion and maintaining team performance.
• Assign tasks, set priorities, and oversee the completion of requests and issues.
• Conduct regular performance reviews and provide feedback for continuous improvement.
• Serve as the primary point of contact for the customer's IT needs, ensuring excellent service and communication.
• Handle escalated issues and complex troubleshooting scenarios, ensuring timely resolution.
• Provide support for issues, including installation, configuration, and troubleshooting of software applications and network.
• Ensure team members are equipped to handle common problems and guide them in resolving more advanced issues.
• Develop and maintain documentation for application support procedures and best practices.
• Generate regular reports on help desk performance, response times, ticket resolution, and other key metrics.
• Provide insights based on reports to suggest improvements in team processes and customer service.
• Present findings to management and collaborate on strategic improvements.
• Analyze help desk performance metrics and identify areas for improvement.
• Implement and refine processes to enhance efficiency and customer satisfaction.
• Work closely with other technical teams to ensure seamless integration and communication.
• Coordinate with external vendors and partners as needed.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• 3+ years of experience in IT management, including managing on-site teams.
• Proven experience in troubleshooting and providing hands-on technical support.
• Demonstrated ability to manage a team and handle complex support issues.
• Strong technical knowledge in IT systems, networks, and application support.
• Excellent troubleshooting skills and the ability to resolve technical issues quickly.
• Logical thinker with strong problem-solving skills.
• Strong leadership and communication skills, with the ability to manage and motivate teams.
• Experience working in a customer-facing environment and managing client relationships.
• Ability to collaborate effectively with cross-functional teams.

Nice-to-haves

• Relevant certifications (e.g., ITIL, PMP)