Our Mission:
At IntellectAbility, we provide tools and training to those who support people with vulnerabilities, helping them replace risk with health and wellness.
Essentially, we support those who support others. IntellectAbility educates and empowers support teams, administrators, and clinicians with necessary and proven tools for early risk detection replacing risk with health and wellness. This is why IntellectAbility is the most trusted, leading authority and resource in the field. Our mission is more than risk reduction. It’s replacing risk with life.
Details:
Schedule: Full-time
Location: Clearwater Office
Salary: $55,000-$65,000
Employment status: Exempt Employee (not eligible for overtime)
Benefits:
· 401K (with matching)
· Health insurance plans
· Free Dental and Vision insurance plans
· 8 paid holidays
· PTO (increases with longevity)
· Profit Sharing
Job Overview:
The IT Support Manager will lead and oversee the IT support team, ensuring efficient operation of the IT help desk and providing high-quality technical support to end-users across the organization. This role is responsible for managing the daily operations of the IT support team, developing and implementing support procedures, and ensuring that IT support services meet the needs of the organization. The ideal candidate will have strong leadership skills, a deep understanding of IT support processes, and a commitment to delivering exceptional customer service.
Key Responsibilities:
- Team Leadership: Lead, mentor, and manage a team of IT support specialists, providing guidance, training, and performance evaluations to ensure a high level of service delivery.
- Incident Management: Oversee the ticketing system (Zoho Desk), ensuring incidents and service requests are handled efficiently and within agreed SLAs. Monitor, track, and prioritize incoming requests to provide timely resolutions.
- Technical Support: Serve as an escalation point for complex issues, providing advanced troubleshooting and resolution of hardware, software, and client-specific issues.
- Process Improvement: Develop, implement, and maintain IT support policies, procedures, and best practices. Continuously evaluate support operations and identify opportunities for process improvement.
- Customer Service: Ensure high customer satisfaction by promoting a customer-first culture within the support team. Handle customer feedback, complaints, and escalations professionally.
- Reporting: Generate regular reports on support metrics, including response times, resolution times, and customer satisfaction. Use data-driven insights to improve service delivery.
- Vendor Management: Manage relationships with external vendors and service providers to ensure quality service delivery and cost-effectiveness.
- Training and Development: Identify training needs for the support team and organize training sessions to enhance the team's skills and knowledge.
General Manager Duties (all IA managers)
- Review and respond to time off requests.
- Review and respond to employee requisitions.
- Monitor work schedules of your team members.
- Review Daily Reports of your team members.
- Perform manager onboarding steps for new employees.
- Conduct timely employee reviews and make recommendations that forward the growth of your team members.
- Conduct team meetings as needed to reinforce goals and objectives and set clear expectations about policies and procedures.
- Understand basic HR rules applicable to you as a manager (e.g., harassment, exempt vs. non-exempt, security, incident reports, etc)
- In coordination with HR, suggest and monitor corrective actions needed on your juniors such as Action Plans and Personal Improvement Plans.
- In conjunction with HR participate in any terminations of your team members.
- Conduct second interviews for new hires to the sales team.
- Make recommendations to management for improvements to the staff, processes or materials needed to improve the area under your control.
- Gather and submit monthly statistics to senior before noon of the new month.
- Maintain an ethical and positive working environment free of “office politics” to promote high retention rates.
Qualifications:
The minimum education and experience requirements for this position are:
- Experience: Minimum of 2 years working in a supervisory role.
- Technical Skills: Proficient in Windows, macOS, and other operating systems; familiarity with hardware and software troubleshooting; experience with IT Service management (ITSM) tools e.g., Zoho Desk, Jira, etc.
- Soft Skills: Excellent leadership, communication, and interpersonal skills; strong problem-solving abilities; a customer-focused mindset.
- Other Requirements: Ability to work under pressure, manage multiple tasks simultaneously, and adapt to changing priorities.
Other skills that will contribute to your success at IntellectAbility:
· Detail oriented with ability to meet deadlines
· High work ethic and standards – all work is done remotely. Employees must have the ability to manage their own day-to-day schedule.
· Motivated to build customer loyalty
· Upbeat, friendly attitude, patient, non-critical with clients
IntellectAbility, Inc. is an equal opportunity employer and a Drug Free Workplace.
An applicant assessment, background check and drug testing will be part of your hiring procedure.
