*5 Days onsite*

*We are unable to sponsor as this is a permanent Full time role*

A prestigious company is looking for a Technology Support Manager. This role is focused on all end user support (Windows, Zoom, Webex, Skype for business, Citrix, VOIP, ITIL). This manager needs at least 6 years of management experience, they will manage 3 offices and a total of 16 people.

Responsibilities:

• Excellent judgment in assessing user issues; along with intermediate trouble-shooting methodology.
• 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.
• Ability to work for the best resolution either through own knowledge, documented resolution, or proper and timely escalation.
• Proficient in Windows 10/11 OS and core application suite; including the Microsoft Suite and various applications.
• Intermediate knowledge of Remote Computing; including Zoom, WebEx, Skype for Business, and Citrix.
• Intermediate PC troubleshooting skills and assists other team members in troubleshooting and diagnosing issues.
• Intermediate knowledge of iOS setup and troubleshooting.
• Knowledge of networks including wireless experience.
• Intermediate understanding and knowledge of Voice Over IP (VOIP) telephone systems.
• 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.
• Understanding of local office Conference Technology and procedures.

Qualifications/Technology

• Bachelor's Degree or work equivalent. Computer Science or Technical qualification is a plus.
• A high level of proven management experience in a professional services environment, law firm experience preferable.
• Law Firm, managing a help desk or desk side experience a plus.
• Audio Visual experience a plus
• 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.
• Microsoft Windows
• Microsoft Office Suite
• M365
• iManage DeskSite and FileSite
• Citrix/VPN
• iOS for iPhones, iPads and
• Mobile Management applications - InTune/AirWatch
• Polycom and Cisco Video Conference Systems
• Bomgar
• PeopleSoft
• SCCM
• Carpe Diem
• Avaya
• SCCM
• MFA
• Zoom and WebEx
• Microsoft Teams
• ITSM Ticket Management System - Service Now
• HP, Lenovo, MacBook laptops and desktops
• Avaya
• MFA
• Zoom, Teams, WebEx, Skype for Business
• ITSM Ticket Management System
• Lenovo laptops and desktops