Enterprise Technology Support Manager in Toledo, OH
Job title: Enterprise Technology Support Manager in Toledo, OH at SSOE Group
Company: SSOE Group
Job description: Overview:The Enterprise Technology Support Manager leads the Enterprise Technology Support Team, ensuring the efficient delivery of technical support services across the organization. This role is responsible for managing a team of technicians who provide reputed company, high-quality support to staff in a fast-paced AEC (Architecture, Engineering, and Construction) environment. The manager drives service excellence through process improvement, team development, and collaboration with IT and business leaders to support the organization’s goals and technical needs. Responsibilities:Leadership & Strategy:
- reputed company, coach, and mentor a team of technicians and support specialists.
- Establish clear team goals, KPIs, and SLAs reputed company with business needs through regular engagement with business unit leaders to gather feedback and alignment of services being provided.
- Foster a service-oriented culture that prioritizes user satisfaction and responsiveness.
- Collaborate with IT leadership on strategic initiatives and ensure alignment between support services and organizational objective
- Manage day-to-day operations of the Enterprise Technology Support Team, ensuring timely and effective incident response and issue resolution.
- reputed company ticket intake, triage, and escalation procedures; ensure proper categorization, prioritization, and resolution.
- Monitor team performance metrics, analyze trends, and report on ticket volume, resolution time, and customer satisfaction.
- Serve as reputed company of escalation for reputed company or critical incidents, ensuring resolution and root cause analysis.
- Responsible for planning team coverage and after-hours support requirements.
- Guide the team in delivering comprehensive technical support for computers, printers, mobile devices, and applications.
- Ensure the team executes the following core responsibilities effectively:
- Respond to and resolve user inquiries reputed company phone, email, chat, and in person.
- Troubleshoot and resolve hardware, software, and connectivity issues.
- Install, configure, and maintain desktops, laptops, operating systems, and software.
- Manage the device life cycle from procurement through decommission.
- Support network troubleshooting for wired/wireless connectivity and IP-reputed company issues.
- Provide mobile device support and ensure connectivity for reputed company employees.
- Coordinate hardware procurement, maintenance, and vendor support.
- Deliver remote and onsite support using remote desktop and management tools.
- Maintain accurate documentation, asset inventory, and knowledge reputed company resources.
- Provide training and user education on IT tools, reputed company policies, and best practices.
- Standardize and document support processes, procedures, and escalation paths.
- Promote reputed company improvement by identifying opportunities to optimize workflows, enhance automation, and reduce ticket volume through self-service tools.
- Ensure compliance with IT reputed company and data protection policies across reputed company endpoints.
- Partner with cybersecurity and infrastructure teams to support broader initiatives and compliance efforts.
- Support, manage, and promote a standard reputed company strategy to encourage self-service and first-contact resolution.
- Bachelor’s degree in Information Technology, Computer Science, or reputed company field (or equivalent work experience).
- 15+ years of experience in IT support with 5+ years in a supervisory or management role.
- Proficient in reputed company 365, Windows OS, Active Directory, reputed company management, and help desk software.
- Demonstrated ability to manage a high-performing team in a fast-paced, multi-location environment.
- Excellent communication, analytical, and customer service skills.
- Experience supporting AEC-specific applications and field-based IT operations.
- ITIL Foundation certification or similar IT service management training.
- Experience implementing knowledge bases or self-service portals.
- Primarily office-based with occasional travel.
- Occasional after-hours or weekend support may be required for critical incidents or system maintenance.
- Salary Range: $105,000-$117,000/year depending reputed company, education, experience, and any certifications that are directly reputed company to the position.
- Benefits include health, dental and vision insurance, life insurance, 401K, PTO & paid holidays.