IT Support Manager - Acara Solutions, An Aleron Company : Job Details

Acara Solutions is seeking an IT Support Manager in Buffalo, NY for our client, a global supplier of fall protection and safety solutions!

We are seeking qualified candidates with:

• Experience managing a team of IT Support Specialists across multiple locations
• The ability to travel within the US/CAN up to 25%
• A driven personality and customer focused attitude!

Here's what you'll do:

• Lead and manage a team of IT support specialists, including hiring, training, and performance management.
• Provide daily technical IT support to all users at Kee Safety and related Business Units around North America.
• Support tasks and troubleshooting will be related to Windows PCs (Laptop & Desktop), Microsoft Office Applications, Microsoft 365/Azure tasks, Peripheral Support (Printers, Scanners, etc), Android/iOS, Basic Network Troubleshooting (Connectivity, DNS, etc). and limited MacOS support.
• Develop and implement IT support policies, procedures, and best practices to ensure efficient and effective operations.
• Provide technical expertise and guidance to the support team, assisting with complex technical issues and escalations.
• Collaborate with other IT teams to ensure seamless integration and communication between support and other IT functions.
• Monitor and maintain service level agreements (SLAs) and key performance indicators (KPIs) to ensure timely resolution of IT support requests.
• Identify opportunities for process improvement and implement solutions to enhance the efficiency and effectiveness of the support function.
• Manage vendor relationships and contracts related to IT support services.
• Stay current with industry trends, technologies, and best practices in IT support and recommend appropriate enhancements to the organization's IT infrastructure.
• Ensure the IT Support Team is trained up (with qualifications if required) to the various software and hardware that the Group uses.
• Design, Run and Manage various IT projects as required across North America.

Position Type: Direct Placement

Pay: $80K+/yr.

Hours: M-F 1st shift **100% Onsite

**Please send resumes to Cara at [email protected] for immediate consideration!!**

Required Skills / Qualifications:

• Associate s Degree in Computer Science, Information Technology/Systems or related technical field; will accept work experience in an IT role in lieu of educational requirements.
• 5+ years experience managing an IT support team, including hiring, training, and performance management.
• 5+ years experience with Windows, Office 365 & Microsoft Azure.
• 5+ years experience with IT service management (ITSM) tools and incident management processes.

Preferred Skills / Qualifications:

• Strong technical knowledge and experience in troubleshooting hardware, software, and network issues.
• Excellent communication and interpersonal skills, with the ability to interact effectively with individuals at all levels of the organization.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Strong problem-solving and analytical skills.
• Familiarity with ITIL framework and best practices.
• Self-motivated, individual contributor and team player.

Additional Information:

• Up to 25% travel within the US/CAN (special projects).