IT Support Services Manager

Allegis Group - Evans, CO

Full-time - Mid Level

Evans, CO

10,001+ employees

Administrative and Support Services

About the position

The IT Support Services Manager is responsible for managing and coordinating the IT support services team, ensuring that performance is evaluated effectively. This role involves handling urgent and complicated support issues, ensuring that customer service is delivered in a timely and accurate manner on a daily basis. The manager will determine the root cause of issues and communicate these findings appropriately to both internal and external technical resources. In addition, the IT Support Services Manager will develop and maintain phone and ticket escalation processes to ensure that service tickets are resolved appropriately and in a timely manner. This includes implementing training programs and enhancing help desk software capabilities to strengthen service operations. The manager will oversee employee training and end-user support programs, ensuring that the ticket system is monitored effectively, ticket statuses are reported, and timely resolutions are facilitated. The role also involves overseeing the dispatch process of service requests to ensure that technical resources are fully utilized. The manager will assist in developing policies for installing and configuring software or hardware updates or patches, evaluate and resolve network connectivity or communication systems issues, and manage the communication process for outage or emergency activities within the organization. Additionally, the IT Support Services Manager will be responsible for installing, operating, maintaining, and repairing hardware, software, and peripheral equipment, while ensuring that user onboarding procedures meet compliance and security concerns.

Responsibilities

• Manage and coordinate the IT support services team and evaluate performance.
• Manage and coordinate urgent and complicated support issues.
• Ensure customer service is timely and accurate daily.
• Determine the root cause of issues and communicate appropriately to internal and external technical resources.
• Develop and maintain phone/ticket escalation processes to ensure appropriate and timely resolution to service tickets.
• Implement training and help desk software capabilities to strengthen service operations.
• Manage employee training and end-user support programs.
• Oversee ticket system, monitor ticket statuses, and report to facilitate timely ticket resolution.
• Oversee dispatch process of service requests to ensure full utilization of technical resources.
• Assist with developing policy for installing and configuring software or hardware updates or patches.
• Evaluate and resolve network connectivity or communications systems issues.
• Manage the process for communicating outage/emergency activities to the organization.
• Install, operate, maintain, and repair hardware, software, and peripheral equipment.
• Ensure user onboarding procedures are maintained to meet compliance and security concerns.

Requirements

• Bachelor's Degree from an accredited college or university in Computer Science, Information Technology or related field.
• 4 - 6 years of relevant IT support work experience and healthcare experience in a non-profit organization are preferred.