IT Support Manager

IT Support Manager 

Department: Service and Support 
Reports to: Director of Service Delivery
Salary: $65,000-$75,000

Does this sound like you?

Do you love managing people as much as you love solving IT problems? Have you tackled nearly every thorny IT issue from Windows to Google to Network Engineering? Do you look forward to handling the hard-to-solve client escalation calls? Are you obsessed with delivering great client service? If so, our IT Support Manager job may be for you!

What does this job entail? 

The IT Support Manager’s primary responsibility is to manage the activities and responsibilities of the IT Support team. As a part of this management, you will also be responsible for providing technical assistance to the team and ensuring service and support is provided to clients at agreed levels. You will report to the Director of Service Delivery. The IT Support Manager ensures company policy and procedures are followed and maintained.

This position requires high independence, strong client service and strong IT skills. Organizational ability is important to keep track of all tasks, because the job requires both self-management and oversight of the tasks performed by the Support team. Accurate and timely tracking of client work, service calls, and related documentation, including timesheets, is required. 

Position Responsibilities:  

• Complete weekly check ins and quarterly performance reviews with the Support Team members
• Run the daily huddle and weekly all-team meeting for the Support team 
• Assist in the development of technical support engineers from a career perspective 
• Ensure that systems, processes & methodologies are followed according to company guidelines 
• Deliver service on, and provide support and coaching on high-complexity technical implementations 
• Manage service escalation and resolution, including debriefing incidents with individual technicians and service leadership 
• Design and maintain process documentation for the overall service delivery team 
• Identify trends and develop strategies to support these trends 
• Ensure quality and profitable services are performed to the agreed Service Level Agreement
• Act as a liaison between clients, technical staff, and vendors to ensure effective communication and collaboration 
• Develop and maintain positive relationships with clients, technical staff, and vendors 
• Provide reports on an agreed schedule to Senior Leadership, Operations Team peers, and Macro clients 

Knowledge, Skills, and Abilities:  

• Knowledge and experience in cross-functional management methods and techniques 
• Knowledge of IT applications, processes, software, and equipment 
• Strong organizational, presentation, and client service skills 
• Skill in strategic planning with an ability to think ahead and plan over a 6–12-month time span 
• Ability to problem-solve under pressure and think critically about addressing the root cause of issues 
• Skill in leading people and getting results, measured by way of client satisfaction, training plan attainment, & career growth 
• Willing to work occasionally and/or be on call overtime, holidays, and weekends

Other Considerations 

• Daily time entry accounting for at least 9 hours in the form of Resolution Notes in Service Tickets 
• Regular and timely completion of Minimum Documentation Standards for each client
• On-going self-training to preserve professional viability
• Ownership of tasks and follow-throughs to ensure complete resolution
• Personal interest in, and responsibility for, quality work they perform or are associated with
• Ability to pay close attention to detail while performing technically detailed tasks
• Ability to deal effectively with stressful situations
• Ability and willingness to recognize when it is necessary to ask for technical expertise from others without unnecessarily burdening other team members
• Understands that the success of individuals is measured by the success of their teams
• Ability to quickly learn new technologies through the use of self-study materials and intuition
• Enjoys helping people to the extent that no problem is considered mundane, no matter how simple the solution (i.e. -- Susie can't print)

Credentials and Experience:  

• 3-8 years related experience OR equivalent combination of education and IT experience.
  • Minimum 4 years’ experience – Google Workspace and Microsoft 365 Support 
  • Minimum 4 years’ experience - Cisco Switching/VLAN/Routing/Firewalling Support
  • Minimum 4 years’ experience - Mobile Platform Support
  • Minimum 4 years’ experience - Server Hardware Technologies (CPU/RAID/SCSI) Support
  • Minimum 4 years’ experience - Data Backup and Recovery Support, Corporate Antivirus Support, VPN Connectivity Support
  • Minimum 4 years’ experience - Active Directory Support, Microsoft Windows and Windows Server Support, Microsoft Exchange Support

• Minimum 2 years’ experience managing a team of 3 of more technical resources
• Have multiple certifications, high skill level. The following certifications are preferred: MCSA/MCITP, CCNA/CCDA/CCVP/CCIE, VCP, Project+, Network+ 

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• 401K Retirement plan, including a company match
• Vision insurance
• Life insurance
• Short term disability
• Company-wide performance-based annual bonus
• Profit sharing
  

Who is Macro Connect?

Macro Connect is a small but growing Managed Service Provider team working out of a historic library in Detroit. We are focused on helping schools, nonprofits and businesses achieve breakthrough performance by leveraging data and technology.

We value diversity - in thought and in personal and professional background - and are committed first and foremost to finding the right people then providing them with coffee, an office full of dogs, and a training pathway to reach their potential.

When we asked our team what 3 words sum up the company culture, the most repeated answers were: transparent, community-minded, and supportive. We use open-book management to share our financial information with all of our employees. We like and care about our co-workers and will drop everything to help someone in need. We care deeply about Metro Detroit and believe we can play a part in the bright future ahead. If we are working against a deadline, we do whatever it takes to meet it. If we face a difficult challenge, we work together to overcome it. If we make a promise, we see it through.

Our clients have high expectations and we expect our employees to take that in stride, keep a smile on their face, and produce great results. Details matter to us and we pride ourselves on getting things right the first time. We love turning technical jargon and complex data into practical solutions that improve outcomes for our clients.