IT Support Manager

Position Summary

The 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 Responsibilities

Supervision & Leadership

• Manage 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 Management

• Coordinate equipment setup and software deployment for onboarding and offboarding.
• Maintain IT hardware and software inventories with accurate records.

IT Support Oversight

• Ensure 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 Management

• Oversee network stability, address performance issues, and minimize downtime.

Security Management

• Enforce IT security protocols, manage access controls, and monitor entry security systems.

Inventory & Asset Control

• Track and control IT assets and software licenses to prevent loss.

Policy & Procedure Development

• Develop and enforce IT policies and procedures to secure IT operations, reviewing regularly to align with technology updates and security threats.

IT Strategy & Process Improvement

• Identify areas for IT support enhancement and collaborate on broader business needs to improve efficiency.

Documentation & Training

• Maintain up-to-date documentation, provide training on best practices, and ensure compliance with IT policies.

Qualifications

Required Skills

• Proven 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 Skills

• Certifications in IT security or network management (e.g., CompTIA Security+, ITIL).
• Experience with access security systems, policy development, and hardware/software deployments.