Whitaker IT
IT Support Manager
Whitaker IT, Houston, Texas, us, 77001
Position SummaryThe IT Support Manager leads the IT Support team, manages IT systems and security, and ensures a high standard of technical support services. This position requires regular in-office presence in the Houston office and reports directly to the COO.
Core ResponsibilitiesSupervision & LeadershipManage and guide an IT Support Technician, setting and reviewing performance goals.Provide mentorship in troubleshooting and system management to foster a collaborative environment.
IT Operations ManagementCoordinate equipment setup and software deployment for onboarding and offboarding.Maintain IT hardware and software inventories with accurate records.
IT Support OversightEnsure service level standards for response times are met and oversee issue escalation.Manage and track support tickets for user incidents and service requests.
Network & Wi-Fi ManagementOversee network stability, address performance issues, and minimize downtime.
Security ManagementEnforce IT security protocols, manage access controls, and monitor entry security systems.
Inventory & Asset ControlTrack and control IT assets and software licenses to prevent loss.
Policy & Procedure DevelopmentDevelop and enforce IT policies and procedures to secure IT operations, reviewing regularly to align with technology updates and security threats.
IT Strategy & Process ImprovementIdentify areas for IT support enhancement and collaborate on broader business needs to improve efficiency.
Documentation & TrainingMaintain up-to-date documentation, provide training on best practices, and ensure compliance with IT policies.
QualificationsRequired SkillsProven experience in IT support management, strong technical knowledge in network and IT operations, and familiarity with entry door security.Proficient in ITSM tools, ticketing systems, Google Suite, and MS Office.Strong communication, organizational, and problem-solving skills, with a commitment to confidentiality and security.
Preferred SkillsCertifications in IT security or network management (e.g., CompTIA Security+, ITIL).Experience with access security systems, policy development, and hardware/software deployments.
Core ResponsibilitiesSupervision & LeadershipManage and guide an IT Support Technician, setting and reviewing performance goals.Provide mentorship in troubleshooting and system management to foster a collaborative environment.
IT Operations ManagementCoordinate equipment setup and software deployment for onboarding and offboarding.Maintain IT hardware and software inventories with accurate records.
IT Support OversightEnsure service level standards for response times are met and oversee issue escalation.Manage and track support tickets for user incidents and service requests.
Network & Wi-Fi ManagementOversee network stability, address performance issues, and minimize downtime.
Security ManagementEnforce IT security protocols, manage access controls, and monitor entry security systems.
Inventory & Asset ControlTrack and control IT assets and software licenses to prevent loss.
Policy & Procedure DevelopmentDevelop and enforce IT policies and procedures to secure IT operations, reviewing regularly to align with technology updates and security threats.
IT Strategy & Process ImprovementIdentify areas for IT support enhancement and collaborate on broader business needs to improve efficiency.
Documentation & TrainingMaintain up-to-date documentation, provide training on best practices, and ensure compliance with IT policies.
QualificationsRequired SkillsProven experience in IT support management, strong technical knowledge in network and IT operations, and familiarity with entry door security.Proficient in ITSM tools, ticketing systems, Google Suite, and MS Office.Strong communication, organizational, and problem-solving skills, with a commitment to confidentiality and security.
Preferred SkillsCertifications in IT security or network management (e.g., CompTIA Security+, ITIL).Experience with access security systems, policy development, and hardware/software deployments.