May 10, 2018

Technical Support & Systems Manager

  • PETA Foundation
  • Norfolk, VA, USA
Information / Web Animal Rights

Job Description

Position Objectives:

To facilitate the operations of IT support services and the Technical Support Service Desk and to supervise the technical support specialists and systems engineers.

 

Primary Responsibilities and Duties:

• Manage Technical Support Service Desk operations, ensuring excellent technical support and customer service delivery

• Resolve Technical Support Service Desk tickets and escalate tickets to other division personnel as needed

• Supervise (2) technical support specialists and (2) systems engineers

• Train technical support specialists on operational procedures and troubleshooting techniques

• Develop and implement procedures to identify and correct problems

• Oversee support tickets and resolutions in order to determine trends and problem areas

• Report to management on Technical Support Service Desk operations and issues, monitoring progress against established goals and objectives

• Coordinate with other divisions and external stakeholders for the development of organizational processes and procedures

• Manage backups across multiple sites and systems for the PETA Foundation and its supported organizations

• Work closely with contacts within the PETA Foundation and throughout supported organizations in order to improve customer relations and technical support

• Provide departmental training on new hardware and software applications and technology solutions

• Maintain software licenses, software inventory, and maintenance contracts for the PETA Foundation and supported organizations

• Maintain hardware inventory and track assets

• Coordinate equipment acquisitions, upgrades, and recycling, and recommend alternatives

• Perform any additional duties assigned by the senior director or chief information officer

 

Qualifications:

• Excellent customer service, interpersonal and organizational skills

• Associate's degree in computer science or a related field or an equivalent combination of education and experience

• IT certifications reflecting senior technical experience or equivalent experience in the IT field

• Minimum of five years of experience providing support for operating systems and desktops, including experience installing and troubleshooting a variety of business applications

• Minimum of three years of supervisory or leadership experience

• Previous operational and technical experience in a medium- to large-scale client/server environment

• Proven excellent strategic thinking and analytical skills

• Demonstrated effective written and verbal communication skills

• Demonstrated excellent time-management and organizational skills

• Willingness and ability to travel

• Ability to lift and carry up to 50 lbs.

• Must be at least 21 years of age and have a valid U.S. driver's license, a minimum of three years of driving experience, and a satisfactory driving record

• Commitment to the objectives of the organization

Title / Level of Responsibility

Manager

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