IT End User Support Manager

IT End User Support Manager

Company Overview: 

At Tactacam, we are a rapidly growing and market-leading outdoor products and technology company. With over 600,000+ active customers worldwide and an expanding product line, we offer exciting opportunities for career growth and personal development. Join us at Tactacam, where innovation, adventure, and limitless possibilities await! 

Summary 

The IT End User Support Manager is responsible for leading and managing a team of IT support professionals dedicated to providing exceptional technical assistance to end-users across the organization. This role ensures the efficient and effective resolution of IT issues related to hardware, software, and access, while maintaining a high level of customer satisfaction. The manager will oversee desktop support for Mac, Windows, and Chromebooks, manage software licensing, implement access controls, and drive continuous improvement in end-user support processes. The manager plays a crucial role in IT budget planning, monitoring compliance, and ensuring adherence to best practices and regulations. 

Responsibilities 

Team Leadership and Management: 

Lead, mentor, and develop a team of IT support specialists. 

Assign tasks, monitor performance, and provide regular feedback and coaching. 

Conduct performance reviews and manage team schedules. 

Foster a collaborative and customer-focused team environment. 

End User Support: 

Oversee the daily operations of the IT help desk, ensuring timely and effective resolution of end-user issues. 

Manage and prioritize support tickets, ensuring adherence to service level agreements (SLAs). 

Provide escalated support for complex technical issues. 

Maintain a high level of customer satisfaction through proactive communication and problem-solving.

Desktop Management: 

Manage the setup, configuration, and maintenance of Mac, Windows, and Chromebook workstations. 

Ensure proper installation and configuration of desktop software. Develop and maintain documentation for desktop support procedures. Manage endpoint management software. 

Software Licensing and Access Control: 

Manage software licensing and ensure compliance with vendor agreements. Implement and maintain access control policies and procedures. 

Manage user accounts and permissions. 

Manage software deployment. 

Process Improvement: 

Identify and implement process improvements to enhance the efficiency and effectiveness of end-user support. 

Develop and maintain knowledge base articles and troubleshooting guides. Analyze support data and identify trends to proactively address recurring issues. Create and maintain documentation. 

Vendor Management: 

Manage relationships with IT vendors related to desktop hardware and software.

Key Skills 

Technical Proficiency: Deep understanding of IT systems and technologies (network architecture, cloud infrastructure, cybersecurity, database management, etc.), best practices, and industry trends. Ability to analyze and solve complex technical issues. 

Project Management Skills: Plan, budget, implement, and deliver IT projects. Excellent organizational, time management, and coordination skills. Effective communication with cross-functional teams and leadership. 

Leadership and Team Management: Guide, mentor, and support the IT team. Establish objectives, monitor progress, and foster positive relationships. Effective communication and collaboration with other departments and managers. 

Strategic Planning and Decision Making: Align IT strategy with business objectives. Evaluate and select software, hardware, and technology solutions. Make critical decisions on IT infrastructure, budget, and staff. Strong analytical and data-driven decision-making skills.

Qualifications

Education and Certifications: Bachelor’s degree in Computer Science or a related field, or relevant work experience. Certifications such as ITIL Foundation, AWS Certified SysOps Administrator, Microsoft Certified Solutions Expert (MCSE), CompTIA A+, Network+, Security+ are highly valued. 

Work Experience: Minimum of 7+ years of experience managing IT operations in a corporate environment, with experience in team management, ITIL best practices, cloud infrastructure, network security, compliance, and vendor management. Experience scaling IT operations in a fast-growing company is highly preferred. 

Additional Requirements: Experience managing and supporting multiple operating systems (Apple, Microsoft, Google) is required. Ability to build out response metrics for IT ticketing systems and effectively manage desktop environments is essential. 

Hands on experience: Google Workspace, Atlassian Jira, Zendesk, JAMF 

Comprehensive Benefits Package: 

Our benefits include Medical, Dental, and Vision coverage to ensure your well-being. Plan for the future with our 401k plan, and take time off to recharge with PTO. We've got you covered with Disability Insurance and Life Insurance too! 

Location Limitations: 

Please note at this time, we are not accepting applications from candidates based in Alaska (AK), California (CA), Connecticut (CT), Delaware (DE), Hawaii (HI), Louisiana (LA), Massachusetts (MA), New Mexico (NM), New York (NY), Oregon (OR), Washington (WA), Washington, D.C. (DC), Illinois (IL), or Wyoming (WY). We encourage candidates from other locations to apply for our open positions. 

Equal Opportunity Employer: 

Tactacam is an equal opportunity employer and does not discriminate against any applicant or employee based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, or any other protected status. We are committed to providing a fair and inclusive work environment for all, and we encourage individuals of all backgrounds to apply for our open positions. If you require reasonable accommodation during the application process, please let us know, and we will be happy to assist.