Job Description:

Technical Support Manager This is an exciting opportunity to join a top-notch company in this newly created position due to growth. RESPONSIBILITIES: Spend approximately 50% of your time hands-on, 30% of the time on project management and vendor management, and 20% on people managementOversee the support ticket queue and coordinate with team members to deliver efficient technical assistance to employees for custom internal .NET applications, package software, hardware, desktop, etc. Manage our MSP vendor that handles most of our network administration and supportLead, mentor, and manage a team of systems support professionalsProvide guidance and training to enhance the team's technical skills and customer service capabilitiesOversee the management of the Jira support ticket queue, ensuring tickets are promptly assigned, prioritized, and resolved by predefined service level agreements (SLAs)Offer hands-on technical support to employees, resolving hardware and software issues, and addressing technical problems with efficiencyAct as an escalation point for complex or high-priority incidents, driving their resolution and minimizing downtimeSupervise the incident and problem management processes, ensuring accurate incident logging, tracking, and resolution. Identify recurring issues, initiate root cause analysis, and implement preventive measures to enhance system stabilityCollaborate with relevant stakeholders to manage and maintain the company's IT infrastructure, including servers, networks, and software applicationsOversee equipment procurement, upgrades, and replacements as neededDevelop and maintain comprehensive documentation on IT systems, processes, and proceduresRegularly update knowledge base articles and user guides to facilitate self-service and empower employees to resolve common issues independentlyWork with external vendors and service providers to ensure timely and effective delivery of IT servicesCollaborate with internal stakeholders, department heads, and management to understand their system support needs and provide appropriate solutionsImplement and enforce IT security policies, procedures, and best practices to safeguard company data and systemsStay current with industry trends and emerging technologies, recommending and implementing security enhancements as necessaryFind out exactly what skills, experience, and qualifications you will need to succeed in this role before applying below.This is a direct hire position. You can work remotely the majority of the time. On average, you will visit our Birmingham office 3 to 4 times a month for projects and important meetings. We highly prefer candidates who live in Birmingham; however, as long as you are within driving distance and willing to drive to the office when needed, you can live in other cities. This is a fantastic opportunity to take your career to the next level and drive innovative solutions. REQUIRED SKILLS:2+ years as a Manager managing a team of system support analysts supporting applications, package software, hardware, etc., in a Microsoft environment Strong proven full cycle project management experience including developing project plans, project methodology and processes, etc. Ability to be hands-on up to 50% of the timeStrong experience with the Microsoft stack, including Windows, O365, Active Directory, MS Office, SQL Server, etc. SQL experience, including queries Strong technical knowledge and hands-on experience supporting IT infrastructure, hardware, software, and networksFamiliarity with IT service management (ITSM) principles and ticketing systemsExcellent problem-solving skills and the ability to prioritize and manage multiple tasks in a dynamic environmentExceptional communication and interpersonal skills to interact effectively with employees at all levels of the organizationConsultative personality Must be a driver and proactive Stable job historyBachelor's DegreePREFERRED SKILLS:IT security practices and regulatory complianceJira.NET applicationsAzureMust be authorized to work in the US. Sponsorships are not available.