IT Manager Overview • Lead and manage the technical service team in delivering exceptional IT support and solutions. • Ensure high-quality technical service delivery and client satisfaction through effective team supervision. • Monitor service ticket queues, assign tasks, and oversee timely resolution of technical issues. • Develop and implement service performance metrics and KPIs to achieve organizational goals. • Coordinate training programs to enhance team skills and technical expertise. • Stay updated on industry developments and recommend optimizations for efficiency and cost-effectiveness. • Build and maintain a comprehensive knowledge base for streamlined issue resolution. • Manage emergency situations effectively, ensuring minimal disruption to operations. • Foster a positive and collaborative team environment aligned with organizational values. IT Manager Key Responsibilities & Duties • Supervise and mentor the technical service team, ensuring consistent performance and growth. • Monitor and manage service ticket queues, assigning tasks to appropriate staff members. • Collaborate with senior engineers to resolve complex technical issues promptly. • Document solutions for technical problems to build a robust knowledge base. • Establish and monitor service performance metrics, providing regular management reports. • Identify training needs and coordinate delivery to enhance team capabilities. • Stay informed about IT industry advancements and recommend improvements. • Hire, develop, and retain a diverse and high-performing technical team. • Manage emergency issues effectively, ensuring operational continuity. IT Manager Job Requirements • Bachelor of Science (BS) degree in a relevant field is required. • Minimum of 3 years of management experience in IT service delivery. • Proficiency in Windows server infrastructure, Active Directory, and Office 365. • Experience with ticketing systems like ConnectWise Manage and RMM tools. • Strong communication, management, and customer service skills. • Preferred certifications include MSCA, MCSE, MCITP, or CCNA. • Ability to manage emergency situations during off hours effectively. • Proven track record in meeting business requirements through IT service delivery. • Commitment to fostering teamwork and a collaborative environment.