Harvard Partners, LLP, Trusted Advisors to IT Logo Harvard Partners, LLP, Trusted Advisors to IT

IT Support Manager

Glendale, ArizonaFull-time
About the Job
As the IT Support Manager, you are responsible for managing both internal and outsourced technical support teams in ensuring exceptional, timely, and reliable support to internal users. The person in this role will be responsible for optimizing support/Help Desk processes, metrics (SLAs/OLAs), reporting, escalation, and hiring, training, and managing all members of the team. This role reports to the Vice President of IT.
 
The IT Support team is responsible for technologies including laptops, desktops, mobile devices, thin clients, Microsoft desktop applications, Adobe Acrobat, Active Directory & Identity and Access Management etc., as well as outsourced vendors in the areas of Network and Security. They also provide Tier 1 & 2 support for asset procurement and disposal, and PC and mobile device troubleshooting, patching and monitoring, etc.
 
Requirements:

  • Minimum of 5 years' experience as a leader of an IT support organization (Help Desk) supporting over 150 end-users.
  • Minimum of 3 years' direct management experience managing teams of 5+ people.
  • Demonstrated skills with ITSM disciplines of Problem Management, Change Management, and Incident Management and a passion to provide an exceptionally positive experience for internal users and external customer.
  • Manage the IT Asset Lifecycle including acquisition, tracking, retirement, disposal and interface with the Finance organization.
  • Experience with Kace Ticketing System or related technology.
  • Experience with creating SLAs, OLA's, standards, processes, and procedures.
  • Experience training (or acquiring training) for staff and users. Understanding the relationship between training and support levels.
  • Must be self-motivated and have the ability to work independently with minimal supervision.
  • Strong-written and verbal communication skills.
  • Ability to maintain confidentiality with sensitive customer and internal information.
  • Excellent organizational and multi-tasking capabilities.
Harvard Partners, LLP, Trusted Advisors to IT

Harvard Partners is a management consulting firm focused on helping companies more effectively leverage their IT investment. We engage with the C-Suite and Technology Team to help them better understand their IT infrastructure and process in order to align the technology strategy and organization to reach the firm’s strategic business goals.Some of our practices include:• Program/Project Management and "PMO as a Service"​• IT Assessments• Business Continuity/Disaster Recovery• Optimized Infrastructure• Concierge Managed Services• Data Center Strategy, Transformation, and Migration• Cloud Management Programs• Security Assessments and Remediation• Staffing, technical & tacticalWorking with the client’s staff, vendors, and consultants, we deliver supportive and collaborative engagements where direct dialog, simplified reporting, productive meetings, and clear responsibility and accountability encourage active participation resulting in consensus-based business outcomes.