IT Support Manager: Lead End-User Tech & Service Quality

Galloup; Portage (MI); On-site; USD 90,000 - 120,000; Full time

Job summary

The Kendall Group is seeking an IT Support Manager to lead the IT Support team, manage end-user services, and maintain computer networks and devices across the organization.

Reporting to the Director of Information Technology, you will mentor IT Support Specialists, drive continuous improvement of user experience, and ensure responsive service organization-wide. Requires 7+ years of end-user support and a relevant degree.

Qualifications

• 7 years of end-user technical support and helpdesk experience.
• Bachelor’s-level undergraduate degree, certification, or equivalent.
• Proficiency with Microsoft Office and Office 365, Active Directory, and Windows PCs.
• Highly organized with ability to multi-task in a fast-paced environment.
• Strong communication and customer service skills.
• Willingness to work occasional weekends or off-hours.

Responsibilities

• Lead and develop the IT Support team within the organization.
• Lead continuous improvement of end user IT experience.
• Oversee the end user IT support within the organization.
• Install, troubleshoot and repair PCs.
• Provide maintenance and administration of computer networks and connected devices.
• Respond to escalated helpdesk tickets.
• Manage IT inventory.
• Provide training to IT Support Technicians.
• Perform other duties as assigned.

Skills

End user support

Helpdesk experience

Leadership

Communication

Customer service

Problem solving

Education

Undergraduate degree or equivalent

Tools

Office 365

Active Directory

Windows PCs

Job description

The Kendall Group is seeking an IT Support Manager to lead the IT Support team, manage end-user services, and maintain computer networks and devices across the organization.

Reporting to the Director of Information Technology, you will mentor IT Support Specialists, drive continuous improvement of user experience, and ensure responsive service organization-wide. Requires 7+ years of end-user support and a relevant degree.