IT Support Manager

Salary: Open + Bonus

Location: Houston, TX

On-site: 5 days/week

Travel: Once a quarter to Austin/Dallas

*We are unable to provide sponsorship for this role*

Qualifications

• Bachelor's Degree or work equivalent.
• A high level of proven management experience in a professional services environment.
• A high level of proven experience leading Firmwide organizations.
• Strong Technical Background.
• Strong verbal and written communication skills.
• Excellent People skills and ability to work will all levels of staff.
• Knowledge of desktop computing environment and troubleshooting techniques of hardware and software issues.
• Knowledge and the ability to support Microsoft operating system, Suite, and 365 including networking component, hardware, peripheral devices.
• Knowledge in remote meeting platforms including Zoom, WebEx and Skype for Business.
• Knowledge of ticketing applications.
• Proficient in Windows 10/11 OS and core application suite; including the Microsoft Suite.
• Intermediate knowledge of Remote Computing; including Zoom, WebEx, Skype for Business, and Citrix.

Preferred

• Law Firm industry experience, managing a help desk or desk side.
• Audio Visual experience.

Responsibilities

• Develop and manage Operating Level Agreements (OLA's) as well as client Service Level Agreements (SLA's) across entire Technology Services organization with respect to technology support.
• Manage and oversight of recruiting, hiring, performance, and professional skill development for entire their Technology Support organization.
• Intermediate PC troubleshooting and assists other team members in troubleshooting and diagnosing issues.
• iOS setup and troubleshooting.
• Documents new findings, solutions, and processes.
• Define and implement the processes that drive the Service Delivery in accordance with ITIL best practices.
• Adheres to use of call ticketing system for each incident (eg, request, issues, etc.).
• Understands and follows ticket ownership guidelines and system usage.
• Adheres to written procedures, checklists and all quality control associated with project rollouts.
• Participates in projects, tasks, or issues to ensure they are completed.