Senior IT Support Manager
| Company | Wpromote |
|---|---|
| Location | Los Angeles, CA, USA, El Segundo, CA, USA |
| Salary | $100000 – $145000 |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior, Expert or higher |
Requirements
- Bachelor’s degree in Computer Science, Information Systems, or equivalent work experience
- 8+ years of experience in progressive technical support management
- Demonstrated success in leading and optimizing technical support operation
- Exceptional leadership, communication, and interpersonal skills
- Proven expertise in business analysis methodologies
- Proficiency with no-code/low-code platforms (e.g., Zapier, Retool, Google Apps Script, JavaScript)
- Experience with IT service management frameworks such as ITIL
- Comprehensive understanding of diverse technology ecosystems, including Macs, Google Workspace, Kandji (or similar MDM software), HappyFox (or similar ticketing solutions), and working knowledge of Asana, Slack, Jira, GCP
- Previous leadership role within a technical support department
- Familiarity with Agile frameworks such as Scrum and Kanban.
Responsibilities
- Guiding and inspiring our technical support team, fostering a culture of excellence in problem-solving and customer service.
- Willing to be hands-on in the beginning while building up the team.
- Developing and implementing scalable, enterprise-wide technical support policies and procedures, ensuring best practices are documented and followed.
- Working closely with various departments to align business needs with robust technical support strategies.
- Evaluating, implementing, and deploying scalable enterprise software solutions that align with the evolving needs of a rapidly growing and dynamic company.
- Harnessing the power of low-code and no-code platforms to address business challenges and seamlessly integrate SaaS solutions.
- Manage the IT Support team. Mentoring and upskilling team members, transforming them from ticket handlers into strategic business analysts.
- Overseeing contractor engagements, from developing requirements to stakeholder communication and project monitoring.
- Cultivating and maintaining strong relationships with technology vendors and service providers.
- Utilizing advanced metrics and analytics to continually improve support operations and drive efficiency.
- Creating insightful reports and dashboards to keep management informed on operational support health.
- Staying at the forefront of emerging tech trends, positioning the team for future challenges and opportunities.
Preferred Qualifications
- Advanced degree in Computer Science or related field
- Experience with IT security and compliance