Manager of IT Support Services

$130,000 - $160,000/Yr

Leviton Manufacturing Company Incorporated - Huntingtn Sta, NY

Full-time - Manager

Remote - Huntingtn Sta, NY

Merchant Wholesalers, Durable Goods

About the position

The Manager of IT Support Services at Leviton is responsible for overseeing the delivery of technical support to the organization's staff. This role ensures that the IT support team provides timely, efficient, and professional service while maintaining and updating IT systems and infrastructure. The position follows a hybrid work model, requiring on-site presence at the Melville, NY office at least four days a week, with remote work permitted for one day a week.

Responsibilities

• Manage the IT support team, including hiring, training, evaluation, coaching, and time management.
• Plan, coordinate, and monitor the IT service desk activities, including incident management, request fulfillment, problem management, and service level management.
• Monitor and report on the performance and quality of IT support services.
• Coordinate and prioritize IT support requests and issues, escalating as needed.
• Ensure that IT support services comply with the organization's security and privacy policies.
• Manage the IT support budget and resources while optimizing the use of IT support tools and software.
• Monitor and report on the performance and quality of IT support services using experience and available analytics tools.
• Endpoint Lifecycle Management (ELM) of the organization's devices, from deployment to retirement.
• Software management of the organization's software applications, including procurement, deployment, version control, usage monitoring, and security.
• Manage the IT Service Desk system and future enhancements.
• Manage IT Support team projects using existing project management tools.
• Develop and implement IT support policies, procedures, and standards.
• Communicate and collaborate with other IT managers and stakeholders to align IT support services with the organization's goals and needs.
• Provide technical guidance and expertise to the IT support team and other staff.
• Keep abreast of the latest IT trends and developments while identifying opportunities for improvement and innovation.
• Promote organization-wide technology adoption through quarterly IT training programs.

Requirements

• Bachelor's degree in computer science, information technology, or related field.
• At least five years of experience in IT support, including at least two years of supervisory or managerial experience.
• Strong knowledge of IT computer support systems and tools, such as Windows, Mac OS, IOS/Android, Microsoft Office, endpoint security, remote access, software deployment, etc.
• Excellent communication, interpersonal, and leadership skills.
• Excellent computer and technical troubleshooting skills.
• Ability to work under pressure, multitask, and prioritize.
• Problem-solving, analytical, and critical thinking skills.
• Customer service orientation and commitment to quality.
• Attention to detail and accuracy.

Benefits

• Medical, dental, and vision insurance programs
• 401K plans with employer-matching contributions
• Tuition reimbursement
• PTO
• Paid holidays
• Volunteer time off