IT Support Manager

Summary

Join Vivi, a leading wireless screen mirroring and digital signage tool for education, as their IT Support Manager. This crucial role ensures effective and secure technology infrastructure for internal teams and excellent technical support for Vivi's global customer base. Responsibilities include managing the support team, resolving technical issues, developing IT infrastructure, and designing tech strategy. The successful candidate will meet SLAs and KPIs, build a strong support team, and collaborate with department leaders. This high-growth environment offers opportunities for career progression and a comprehensive wellness program.

Requirements

• This role requires a strong technical background, including knowledge of networking, server management, cybersecurity, and various software applications
• 7+ years leading IT, Support and combined teams in high growth startups
• Experience supporting technically savvy customers in a SaaS environment

Responsibilities

• Supervise daily operations of the service desk, ensuring prompt and effective handling of internal and external support requests
• Lead and mentor the support staff, fostering a collaborative atmosphere and encouraging professional growth
• Evaluate, manage and mature the tools and systems utilized by the support team, including ticketing software and self-service platforms
• Deliver high-quality technical assistance to both customers and internal users, ensuring issues are resolved efficiently
• Maintain and manage internal and external knowledgebase and self-help systems
• Provide regular and ongoing feedback to the company on contact drivers, customers/employee satisfaction impacting situations and behavioral trends to enable good strategic planning based on Support insights
• Formulate and implement a set of technical strategies that aligns with the organization's goals and enhances service delivery
• Manage and evolve the suite of internal tools used throughout the organization, through both direct IT ownership of corporate tools and through collaboration with dept leaders for dept specific tools
• Collaborate with P&C to effectively manage employee lifecycle including onboarding and offboarding, IAM and employee compliance training
• Maintain IT policy and continually evaluate current trends in technology application, governance and best practices
• Ensure that the organization's IT infrastructure is up-to-date and running efficiently, including managing software updates, hardware upgrades, and ensuring that all systems comply with security standards
• Ensure that the organization’s IT infrastructure complies with relevant security standards and regulations, including implementing security policies, conducting regular audits, and staying informed about new security threats
• Allocate resources effectively, balancing the need for new technology with the constraints of the budget
• Consult throughout the company on cost effective solutions to technical requirements & lead the IT component of the software/hardware purchasing process

Preferred Qualifications

• ITIL (Information Technology Infrastructure Library), CompTIA A+, and Microsoft Certified Systems Engineer (MCSE) certifications are highly preferred for this role
• Experience managing help desk software, remote support tools, knowledge management systems and performance monitoring tools (Power BI)

Benefits

• Career progression – we offer each employee an annual L&D budget to assist with furthering their skills
• Wellness program – including wellness days off, and Wellness subscription
• Give back to the community with our Volunteer program
• Birthdays off each year