Our client in Ann Arbor, Michigan is seeking an experienced IT Manager to oversee their teams at customer locations. This position plays a critical role in ensuring the seamless delivery of IT support, project coordination, and troubleshooting, while fostering collaboration across various technical groups. The ideal candidate will have strong IT skillsets, logical thinking, and hands-on troubleshooting experience.
Essential Functions:
Team Leadership:
o Manage and mentor an IT team, ensuring task completion, maintaining team
performance, and addressing any performance-related concerns.
o Assign tasks, set priorities, and oversee the completion of requests and issues.
o Conduct regular performance reviews and provide feedback for continuous
improvement.
Customer Interaction:
o Serve as the primary point of contact for the customer’s IT needs, ensuring
excellent service and communication.
o Handle escalated issues and complex troubleshooting scenarios, ensuring timely
resolution.
Technical Support:
o Provide support for issues, including installation, configuration, and
troubleshooting of software applications and network.
o Ensure team members are equipped to handle common problems and guide
them in resolving more advanced issues.
o Develop and maintain documentation for application support procedures and
best practices.
Reporting:
o Generate regular reports on help desk performance, response times, ticket
resolution, and other key metrics.
o Provide insights based on reports to suggest improvements in team processes
and customer service.
o Present findings to management and collaborate on strategic improvements.
Process Improvement:
o Analyze help desk performance metrics and identify areas for improvement.
o Implement and refine processes to enhance efficiency and customer
satisfaction.
Collaboration:
o Work closely with other technical teams to ensure seamless integration and
communication.
o Coordinate with external vendors and partners as needed.
Work Environment:
This job operates in a professional office environment. This role routinely uses standard
office equipment.
Position Type/Expected Hours of Work:
This is a full-time position. Occasional evening and weekend work may be required as
job duties demand.
Travel:
This position requires up to 10% travel.
Qualifications:
Education: Bachelor’s degree in Information Technology, Computer Science, or
a related field. Relevant certifications are a plus (e.g., ITIL, PMP).
Experience:
o 3+ years of experience in IT management, including managing on-site teams.
o Proven experience in troubleshooting and providing hands-on technical support.
o Demonstrated ability to manage a team and handle complex support issues.
Skills:
o Strong technical knowledge in IT systems, networks, and application support.
o Excellent troubleshooting skills and the ability to resolve technical issues quickly.
o Logical thinker with strong problem-solving skills.
o Strong leadership and communication skills, with the ability to manage and
motivate teams.
o Experience working in a customer-facing environment and managing client
relationships.
o Ability to collaborate effectively with cross-functional teams.
Other Requirements:
o Must be physically on-site at least 3 days a week.