Manager, IT Support

Jockey is hiring a Manager of IT Support to be responsible for the day-to-day management of the Support Team, and to resolve end-user issues with computer hardware or software. This role will manage the overall response to user inquiries, troubleshoot & diagnose problems, and identify solutions with IT equipment and applications.

ESSENTIAL FUNCTIONS:

• Day-to-day management of the Support Team, creating a team environment.
• Work with other IT team members to maintain solutions and ensure Support Team is meeting the needs of the organization in terms of functionality and quality.
• Build effective working relationships within the user community, delivering high-quality professional services.
• Appropriately document solutions and actions taken to resolve issues.
• Interact with vendors to expedite problem resolution.
• Identify common elements of incidents and communicate to the appropriate parties to ensure appropriate visibility.
• Provide coaching and feedback to team members regarding performance.
• Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
• Work efficiently and professionally under pressure with a focus on problem solving and high-quality service, ensuring customer satisfaction.
• Provide the business with measurements of team's performance (closing tickets, timing, etc.). Administers ticket tracking tool.
• Provide recommendations of hardware, software, and service solutions.
• Oversee and identify areas of improvement in audio visual setup.
• Create and maintain technical and user documentation to a high standard.
• Support Executive Team and quickly resolve issues.
• This position requires the employee to support systems off hours on a rotational basis due to the 24x7 nature of operations.
• Occasional travel may be required.

MINIMUM QUALIFICATIONS:

• Associate degree or equivalent certifications/experience
• Minimum 5 years of experience in an IT support environment including Windows and Mac
• Minimum of 2 years of experience managing people
• ITIL Certification or aptitude

PREFERRED QUALIFICATIONS:

• Bachelor's Degree
• A/V Experience
• Microsoft Certifications
• Networking certifications/understanding
• Experience in a retail environment and/or operations manufacturing
• Experience supporting an Executive Team
• Experience with onboarding and offboarding employees from an IT standpoint
• Basic project management skills
• Ability to balance multiple priorities
• Excellent communication skills required.