1. Direct and coordinate a team of Technical Support Engineers
2. Prioritize IT-related problems as they come in SMITH and escalate when necessary
3. Assign problems/tasks to Technical Support Engineers
4. Regularly analyze and review logs to determine if problems are recurring or imminent and develop solutions before they occur
5. Analyze situations and determine resources needed to solve them
6. Make decisions quickly, often with limited information
7. Follow up with customers to gauge their satisfaction with problem resolution; identify technical support problem areas (i.e. negative trends) and, if warranted, implement corrective actions
8. Ensure ongoing training for technical support staff; advise technical support staff on career planning; maintain and analyze training records
9. Provide data, management reports and other relevant information necessary for IT-BPM Management in making informed decisions
10. Coordinate with ITSS and SMPHI to implement rapid problem resolution and service requests, and more importantly, corrective and preventive action to prevent the occurrence and recurrence of problems

Appropriate project management and/or technical support management certification is preferred.

- Good oral and written communication skills and the ability to work well with people at all levels
- Must be able to work quickly and methodically; problem solver
- Customer focused; a positive, take-charge attitude
- Strong computer, analytical and organizational skills

A bachelor’s degree in computer engineering or equivalent IT course.

10+ years of experience in technical support; Experience as a team leader in any area of IT will be considered.

The Technical Support Manager is responsible for the day-to-day operations of the Technical Support Group, providing end-user support to SMDC employees, ensuring that all IT equipment, productivity tools and services are available and accessible for use.