A leading IT and Cybersecurity Company located in the NYC area is seeking an IT Tech Manager. The candidate will be responsible for managing a team of 12 IT Service Desk support engineers, that provide support to our clients, and leading them in delivering exceptional service. Applicant will need to manage all servers and network which includes firewall and switches. As a Team Lead and help desk manager, the candidate will be responsible for mentoring and coaching junior members of the team, overseeing day-to-day operations, and ensuring all support tickets are resolved effectively and in a timely manner, as well as improving processes, and enhancing customer satisfaction.
Responsibilities:
Manage and mentor a team of Level 12 support technicians.
Collaborate with 2 Help Desk dispatchers.
Oversee all support tickets and ensure timely resolution.
Continuously improve support processes and procedures.
Act as technical escalation point for the Service Desk.
Ensure proper ticket triage.
Quality assurance
Ensure documentation is up to date (IT Glue).
Work closely with clients to ensure satisfaction and address any escalations.
Experience: 5+ years of experience in Level 2+ IT support, with at least 2 years in a managerial role.
Expert in Windows desktop and server operating systems.
Strong knowledge in networking, virtualization, and cloud technologies.
Strong knowledge in O365 administration.
Excellent communication and customer service skills.
Requirement:
Extremely committed and responsible.
Quick learner.
Resolution oriented.
Hungry to learn and advance in their career.
Passion to improve processes and services.
Preferred: (Not required)
Bachelor’s Degree Computer Science or Information Systems
Industry Certifications – Microsoft, CompTIA A, Network +.
Prior MSP Experience.
Benefits:
PTO and vacations
Payments towards health benefits
Paid training and certification benefits
Competitive pay
Salary: $100-150K
Location: Brooklyn, NY
