Support Manager

AssuranceAmerica Managing General Insurance Agency, LLC; Atlanta (GA); On-site; USD 70,000 - 90,000; Full time

Job summary

AssuranceAmerica Managing General Insurance Agency, LLC is seeking a Support Manager in Atlanta. The selected candidate will deliver advanced technical support to associates and customers, collaborating with Infrastructure, Data, and Development Teams. Responsibilities include resolving hardware, system, and telephony issues and mentoring Technical Support staff. Ideal candidates will have a Bachelor's degree, a minimum of 5 years in Help Desk support, and strong communication skills. Proficiency in various technologies is a must.

Qualifications

• Minimum of 5 years of experience in a Help Desk role.
• Proficient in various aspects of Help Desk support.
• Bachelor’s degree or experience equivalent to a four-year college degree.

Responsibilities

• Provide second-line support for desktops, laptops, phones, and printers.
• Maintain high customer service standards and utilize ticketing software.
• Conduct setup and deprovisioning of access accounts.
• Resolve technical issues related to LAN/WAN.
• Support and mentor Technical Support staff.

Skills

Communication

Analytical skills

Problem-solving

Customer service

Technical support

Education

Bachelor’s degree in Information Systems or related field

Tools

Microsoft Windows

Office 365

Active Directory

Azure Cloud

Zendesk

Intune

Job description

Support Manager page is loaded## Support Managerlocations: Atlantatime type: Full timeposted on: Posted 2 Days Agojob requisition id: JR100270**JOIN THE** **ASSURANCE****AMERICA** **TEAM***Join the AssuranceAmerica team.*For more than 25 years, AssuranceAmerica has provided superior property and casualty insurance products through contracted independent agents and directly to customers.Our team succeeds through diversity of thought, experiences, skills, and backgrounds.As a **Support Manager**, you will play a pivotal role in delivering advanced technical support to our associates, customers, and consultants. Collaborating closely with our skilled Infrastructure, Data, and Development Teams, you will swiftly address hardware, system, and telephony issues. This role offers the opportunity to enhance your technical proficiency across a diverse range of technologies, including Application, Database, Cloud Services, and Systems. Successful candidates should possess exceptional communication, analytical, and problem-solving skills, coupled with a robust technical acumen, to provide top-notch problem resolution and customer support.**Job Responsibilities***Essential Functions** Provide second-line support for desktops, laptops, phones, and printers, ensuring timely and effective problem resolution.* Maintain high customer service standards, utilizing ticketing software to track support needs and documenting solutions for reference and training purposes.* Conduct setup and deprovisioning of access accounts, along with audits and proof reports for network access changes.* Participate in special projects, collaborating with cross-functional teams on IT implementations, and assist in associate training.* Resolve technical issues related to Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.* Lead, plan, and implement assigned projects to completion.* Support and mentor Technical Support staff, providing feedback, direction, and correction on support tickets and projects.* Act as an escalation point for service desk requests.* Establish best practices throughout the technical support process.*Software/ Technical Abilities** Proficient in Microsoft Windows and Office 365 (all supported versions).* Familiar with Remote Administration Utilities, desktop antivirus/antimalware software, and PC setup/configuration and deployment.* Strong phone and communication skills.* Experience with Active Directory, Entra ID, DHCP, DNS, server roles, and services.* Active Directory and Entra ID User Setup and Management, asset management, and network LAN/WAN experience (TCP/IP/Subnet, VLAN).* Azure Cloud, Zendesk, Intune, ITIL experience are a plus.**Job Qualifications****Formal Education & Certification**Bachelor’s degree in Information Systems or related field or experience commensurate with four-year college degree. A+, Net+ or comparable certifications are a plus.**Knowledge & Experience**Minimum of 5 years' experience in a Help Desk role, demonstrating proficiency in various aspects of Help Desk support. Technical certifications or training in PC hardware/software are highly desirable.**Skills & Competencies*** Strong communication and analytical skills for interactions with associates, managers, agents, and vendors.* Exceptional customer service and communication skills.* Strong interpersonal skills.* Deadline-oriented with excellent time management skills.* Ability to manage multiple priorities independently for multiple managers or department staff.* Capability to interact with users of varying levels of computer expertise.* Adherence to company guidelines for attendance and punctuality.