Job Overview

The Corporate IT Support Manager oversees the direction and effective operation of the Corporate IT team and supervises the employees who provide technical troubleshooting support and service. IT Support supports all technology applications and hardware for team members at the branch and corporate offices and includes refresh plans for existing technology. This position communicates escalations and severity of issues with managers of all departments. The IT Manager is responsible for the development of the short-term and long-term goals for the IT Support team, including employee development, and ensuring those goals, strategies, and processes align with the corporate mission/vision. This individual supervises and motivates staff to maintain productivity, quality, and superior service.

Responsibilities

Manage branch office IT teams and the day-to-day operations of the support team including staffing, scheduling, ensuring employees meet their annual training requirements and goals as well as handling the day-to-day application support, problem resolution, and enhancement requests for programs
Mentor and foster the overall development of the Support Desk team members, including selection and hiring, training and ongoing development, coaching, promotions and performance evaluations
Monitor incident trends and anticipate potential problems for proactive resolutions.
Manage physical security – including, but not limited to, badge access and surveillance systems.
Manage and maintain software licensing, subscriptions, and related contracts
Manage asset inventory including maintaining current operating systems, patch management and end point device protection.
Oversee the Support Desk team projects encompassing the entire development life cycle from analysis, research, and design, configuration, testing/quality assurance, documentation, deployment, maintenance, and support.
Oversee the research and analysis of select Support Desk designated technology hardware and software systems, and coordinate the feasibility, cost justification, selection, and purchase of said systems.
Duties and Responsibilities include collaboration with other IT departments and willingness to assist in duties outside Support Desk as needed.
Oversee support of all communication technology to include but not limited to Conference room video conferencing.

Skills/Requirements

Bachelor’s degree from an accredited college or university with concentration in computer science or a technology or business-related field.
Minimum of 4-5 years’ experience in a similar role
Experience managing Support Desk Tools and processes
Able to adapt quickly in new situations and formulate quick resolutions
Must be a team player
Strong communication and interpersonal skills
Windows 2019 & 2022 Server
Microsoft System Center Configuration Manager
Mobile Device Management Software (i.e. Mobile Iron, InTune)
Antivirus, Spam Filtering, and Asset Management tools
Desktop Imaging Software (Microsoft Deployment Toolkit, SCCM)
Experience with IT support ticketing system (i.e., Service Desk, Jira SM, Zendesk)
Out of band desktop support software (i.e., ScreenConnect, Bomgar, Dameware)
Experience with Active Directory and Group Policies
Experience with DHCP, DNS, and IIS
Experience with VMWare 6.5 and above
Some experience building, load testing and maintaining server-grade hardware
Detailed documentation writing skills with an emphasis on policy and procedures
Strong troubleshooting skills

Note: All offers are contingent upon successful completion of a background check

*Posted positions are not open to third party recruiters and unsolicited resume submissions will be considered free referrals.

AGS is an equal opportunity employer.

AGS - American Gaming Systems

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Corporate IT Support Manager