Responsibilities
Kforce has a client that is seeking a Manager of IT Technical Support in Naperville, IL. Duties, Tasks and Responsibilities:
Team Management:
- Recruits, hires, onboards, and trains new team members
- Assigns tasks and projects, delegates responsibilities, and provides performance feedback
- Coaches and mentors team members, fostering a positive and productive work environment
- Manages work hours for technology support agents including start/stop times, vacations, personal times, etc.
- Manages relationship with 3rd party 24/7 helpdesk vendor
Efficient Resolution Of Technical Issues:
- Establishes and maintains service level agreements (SLAs) for response and resolution times
- Monitors team performance and identifies areas for improvement
- Implements processes and procedures to streamline issue resolution
Knowledge Base And Resources:
- Develops and maintains documentation for common technical issues and solutions
- Encourages knowledge sharing among team members
- Stays up to date on emerging technologies and industry best practices
- Evaluates new technologies and recommends their adoption when beneficial
- Participates in professional development opportunities
Budgeting/Resource Management/Reporting/Analytics:
- Develops and manages the IT Technical Support budget
- Identifies and procures necessary resources and equipment
- Negotiates contracts with vendors for technical support services
- Generates reports on team performance, key metrics, and trends
- Analyzes data to identify areas for improvement and opportunities for innovation
- Presents findings and recommendations
- Other duties and projects as assigned
Requirements:
- Knowledge of various IT systems and software
- Strong technical skills
- Strong interpersonal skills and problem-solving skills
- Strong attention to detail
- Strong analytical and critical thinking skills
- Proficiency in Microsoft Office (Outlook, Excel, PowerPoint, Word)
- Ability to communicate effectively both verbal and written
- Ability to manage multiple projects or tasks simultaneously
- Ability to work independently and as part of a team
- Ability to travel when needed
The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.
Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.
This job is not eligible for bonuses, incentives or commissions.
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
Seniority level
Employment type
Job function
- Information Technology
- Computers and Electronics Manufacturing and Retail
#J-18808-Ljbffr