End User Support Manager
Dublin, OH, United States
IQVentures is looking for an End User Computing Manager to join our to team in Dublin, Ohio.
Responsibilities:
Hire and train qualified IT staff who will perform Service Desk duties such as taking inbound calls and creating and working service tickets.
Create and manage schedules, including an on-call rotation.
Monitor several inbound calls queues.
Perform queue and ticket reporting.
Monitor, evaluate, and triage tickets to and from IT agent teams.
Perform regular coaching sessions with team members.
Manage incidents and outages.
Perform any necessary disciplinary action for team members.
Monitor and maintain equipment and inventory levels.
Communicate directly with company employees as needed, from front lines staff to C level staff.
Participate in creating and maintaining internal resources and documentation.
Interact as needed with vendor product IT support teams.
Oversee minor projects.
Relay information between IT upper management and department employees.
Experience and skills required:
Experience with managing an IT service/help desk, including experience with an inbound call environment and using a ticketing system.
Strong verbal and written communication skills.
Self-motivation and reliability.
The ability to remain calm under pressure.
Excellent organizational skills.
An understanding of IT principles, troubleshooting procedures, and managing IT incidents.
Ability to build strong relationships with internal teams and external partners.
Strong leadership and people managements skills including delegation, motivation, and coaching.
Expertise in Microsoft technologies.
Familiarity with the ITIL framework.
Experience with writing/proof-reading communications for company-wide dissemination and explaining complex IT concepts to non-technical employees.
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