IT Support Services Manager Department: Information Technology Reports to: VP of Information Technology Location: Liverpool Full-Time: A typical work schedule is standard business hours, 8:30 a.m.– 5:00 p.m., with the flexibility to handle escalations or support during peak times or special projects. Pay Schedule: Bi-Weekly Non-Exempt: Compensation starts at $85,000 and $100,000 annually, depending on experience. Benefits: Begin the first day after the first two full months of employment ****The salary range reflects the anticipated compensation for the role and may vary based on several factors, including experience, education, specific skill sets, tenure, and overall fit. We value each person’s contributions and understand that every role has unique requirements that influence compensation; however, different roles may require different levels of expertise and qualifications, which can affect compensation. While we strive to maintain fairness and consistency across the organization, differences in responsibilities, qualifications, and market conditions may result in varied compensation levels. Our goal is to ensure that compensation remains equitable, aligned with the demands of each position, and reflective of each employee’s unique value. Position Summary The IT Support Services Manager oversees the help desk's daily operations and ensures efficient and effective resolution of technical issues across the organization. This role will manage IT support staff, implement best practices for service delivery, and collaborate with other departments to optimize IT systems and processes. This role ensures timely and effective resolution of technical issues while providing hands-on desktop support for complex problems. It is responsible for managing the help desk operations, mentoring team members, and ensuring that desktop systems are optimized for performance and reliability. Essential Functions The essential functions include, but are not limited to, the following: Help Desk Management + Oversee the daily operations of the help desk team, ensuring timely and effective resolution of user issues. + Develop and implement help desk policies, procedures, and best practices to improve efficiency and customer satisfaction. + Monitor help desk metrics (e.g., ticket resolution times, customer satisfaction scores) and implement necessary improvements. + Train, mentor, and support help desk technicians, fostering a culture of continuous learning and professional growth. + Act as an escalation point for complex or high-priority issues, resolving them promptly. Desktop Support Leadership: + Provide advanced technical support for desktop systems, including hardware, software, and peripherals. + Diagnose and resolve complex technical issues related to operating systems, applications, and network connectivity. + Lead the deployment, configuration, and maintenance of desktop systems, ensuring they are secure, up-to-date, and optimized for performance. + Manage inventory of IT assets, including desktops, laptops, and related equipment, and ensure proper lifecycle management. + Collaborate with other IT teams to implement new technologies and improve existing systems. Customer Service & Communication: + Serve as the primary point of contact for IT-related issues, ensuring high customer satisfaction. + Communicate technical information clearly and effectively to non-technical users. + Build strong relationships with employees and departments to understand their IT needs and provide proactive support. Strategic Initiatives: + Identify opportunities to improve IT support processes and implement solutions to enhance service delivery. + Stay up-to-date with emerging technologies and trends in desktop support and help desk management. + Assist in the planning and executing of IT projects, such as system upgrades, migrations, and deployments. Key Performance Indicators (KPIs) + Help Desk Ticket Resolution Time —Measure the average time to resolve IT support tickets, ensuring timely responses and efficient problem-solving. + Customer Satisfaction Score (CSAT) – Track employee feedback on IT support services through post-ticket surveys to assess service quality and user experience. + First Call Resolution Rate – Monitor the percentage of IT issues resolved on the first contact to evaluate the team's effectiveness in addressing problems without escalation. + System Uptime & Performance – Ensure desktop systems, networks, and key IT services maintain high availability and optimal performance, minimizing disruptions. + Team Productivity & Training Progress – Track help desk team performance, including the number of tickets handled per technician and participation in ongoing training to enhance skills and knowledge. Additional Responsibilities + Employees may be required to perform duties outside their primary responsibilities or assigned department, as reasonably requested by management. These duties may occasionally occur outside regular working hours, provided they align with applicable labor laws. Physical Demands The physical demands described here represent those that an employee must meet to successfully perform the essential functions of this position. + Frequent sitting, standing, and walking while troubleshooting and assisting users. + Lifting and carrying IT equipment (e.g., desktops, laptops, servers, and peripherals) up to 50 pounds as needed. + Bending, crouching, and kneeling to access equipment under desks or in server rooms. + Fine motor skills are required to handle small computer components and repair hardware. + Extended screen time for troubleshooting, system monitoring, and documentation. + Occasional travel between office locations. + Office setting with a mix of desk work and on-site support. + Server rooms or data centers with varying temperatures and noise levels from cooling systems and equipment. + Potential exposure to dust when maintaining hardware or working in storage areas. + Fast-paced and deadline-driven environment, requiring multitasking and prioritizing urgent IT issues. + Interaction with employees at all levels, requiring strong communication and customer service skills. + Possible after-hours or weekend work for system maintenance, updates, or emergency support. Minimum Qualifications + Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience). + Minimum of 5 years of experience in IT support, with at least 2 years in a leadership or managerial role. + Strong technical expertise in desktop support, including Windows and macOS operating systems, Microsoft Office 365, and enterprise software applications. + Experience with help desk ticketing systems (e.g., ServiceNow, Zendesk, Jira) and remote support tools. + Knowledge of ITIL frameworks and best practices for IT service management. + Excellent problem-solving skills and the ability to troubleshoot complex technical issues. + Strong leadership and team management skills, focusing on mentoring and developing team members. + Exceptional customer service and communication skills, with the ability to interact effectively with all levels of the organization. + Certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or ITIL Foundation are a plus. Note This job description in no way states or implies that these are the only duties to be performed by this position's employee(s). Employees will be required to follow any other job-related instructions and perform any other job-related duties requested by anyone authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements. They are subject to possible modification to accommodate individuals with disabilities reasonably. Immediate Mailing Services, Inc. is an equal-opportunity employer and values diversity. Immediate Mailing Services, Inc. is a drug-free workplace compliant with applicable ADA regulations. Immediate Mailing Services, Inc. is an Equal Opportunity-Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation / Age / Immigration Status / Criminal Convictions / Height / Weight, or any other protected class/status. Immediate Mailing Services, Inc. is committed to diversity and inclusion. We seek employees and customers from all backgrounds to join our teams, and we encourage them to bring their authentic, original, and best selves to work. Our employees are expected to do the same. All employment decisions are based on qualifications, merit, and business needs. The company is an equal opportunity employer, a drug-free workplace, and complies with ADA regulations as applicable, including Veterans Disabled. To perform this job successfully, the employee(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to their health, safety, or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an at-will relationship.