IT Support Manager

SA Hospitality Group; New York (NY); On-site; USD 75,000 - 110,000; Full time

Job summary

SA Hospitality Group is seeking an IT Support Manager to lead on-site IT support across NYC locations, ensuring timely resolution of issues, and coordinating with vendors. You will diagnose, troubleshoot, and guide users through solutions while maintaining ticketed records and proactive maintenance.

You will manage hardware, software, networking, and VOIP/cloud phone systems, with weekend site visits as needed. Strong communication and organizational skills are essential.

Qualifications

• Must be well-versed in Windows Server and workstation administration.
• Experience with firewall tech, antivirus/antispam, and user administration.
• Solid knowledge of MS Office, Outlook, PowerPoint, browsers and OS utilities.
• Ability to diagnose and resolve basic technical issues and perform on-site visits.
• Strong networking understanding and remote administration tools experience.
• Experience with VOIP/cloud phone systems and vendor coordination.

Responsibilities

• Assist IT Director in various ongoing and new projects.
• Visit NYC restaurant locations on-site, including weekends.
• Serve as first point of contact for assistance via in person, phone, email, or ticket system.
• Troubleshoot by asking questions and diagnosing issues.
• Research solutions and present likely fixes to users.
• Walk customers through steps to resolve issues remotely or on-site.
• Record problems/events and resolutions in ticketing system.
• Provide status updates and follow-ups to users.
• Resolve desktop hardware/software issues on-site as needed.
• Support POS systems and VOIP/cloud phone setups.
• Relocate computers, monitors and related equipment as required.
• Troubleshoot wired and wireless networks and support mobile devices.
• Maintain office tech like printers, projectors, and conference equipment.
• Implement preventative maintenance procedures for users.

Skills

Quick learner

Problem solving

Detail oriented

Organized

Multi-project tracking

Time management

Project management

Customer-oriented

Interpersonal skills

Verbal communication

Written communication

English proficiency

Tools

Windows Server Administration

Windows Workstation Administration

Firewall Technology

Antivirus/Antispam

Windows User administration

MS Office suite

Outlook

PowerPoint

Web browsers

Remote Desktop / Terminal Services

Networking concepts

VOIP/Cloud phone systems

Printers/Projectors/TVs

Job description

Required Skills:

Candidate should: be a quick learner, strong/effective problem solver, detail oriented, organized and able to track multiple projects and issues; have excellent time management and project management skills, be customer-oriented and have a cool-temperament. Must have exceptional interpersonal, verbal and written communication skills in English

Qualifications:

Must be well-versed in following systems and applications:

• Windows Server Administration
• Windows Workstation Administration
• Firewall Technology/Experience
• Antivirus/Antispam
• Windows User administration (Adds, Moves, Changes, Deletes)
• Working knowledge of MS Office suite, Outlook, PowerPoint, web browsers and standard operating system utilities
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and resolve basic technical issues
• General troubleshooting skills - Able to design a solution versus “fixing the problem"
• Fully Understand Networking Concepts: IP Addressing / Network Protocols
• Familiar with Remote Administration tools (Remote Desktop / Terminal Services)
• Flexible and adaptable, able to change and alter project plans as quickly as projects evolve
• Working with external vendors is a must
• Good working knowledge of common office equipment, printers, faxes, projectors, TVs etc.

Key Responsibilities:

• Assist IT Director in various ongoing and new projects
• Visit restaurant locations in NYC on-site including on weekends
• Serve as the first point of contact and respond to requests for assistance in person, over the phone, via email, and through an internal trouble ticket system
• Calmly perform troubleshooting by asking pertinent questions and performing diagnostics
• Research possible solutions and present the most likely solution to the customer
• Perform the steps to resolve the problem or walk the customer through the steps over the phone
• Record problems/events and their resolution in the ticketing system
• Promptly follow-up and update users on the status of tickets and requests for information
• Help resolve desktop hardware and software issues on-site as needed
• Experience with point-of-sales systems is a plus
• Support a VOIP/cloud-based phone systems
• Relocate (disassemble/reassemble) computers, monitors, and associated equipment
• Troubleshoot networking issues on wired and wireless networks
• Help support mobile devices and remote users
• Support other office technology, such as televisions, projectors, conference equipment etc
• Day-to-day maintenance of computers, printers and other office equipment
• Implement preventative maintenance systems and troubleshooting procedures for users

It is understood that as IT Support Manager, your performance will be evaluated on an ongoing basis.