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Become An Information Technology Support Manager

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Working As An Information Technology Support Manager

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $48,620

    Average Salary

What Does An Information Technology Support Manager Do At Huntington National Bank

* Monitor technology dashboards and event consoles in order to identify issues that require attention
* Proactively escalate impacting events, establish and chair bridge calls, engage resolvers, and coordinate the resolution
* Timeline the events that occur during the entire incident and document them in the ticket
* Review of incident data to ensure the completeness and quality of the information collected
* Clearly and concisely communicate incident details both verbally and written in the form of Incident communications.
* Review of the execution of the incident process to identify opportunities for improvement in the process (missed SLAs, gaps in execution or response)
* Documentation of and revision to existing processes, with the end goal of improving quality of services offered to customers by technology teams
* Additional project and process improvements as needed

What Does An Information Technology Support Manager Do At C3/Customercontactchannels

* 1. Manages a team of IT Desktop Support team members responsible for the site IT infrastructure2.
* Administration of Windows based applications of basic principles, theories, and concepts3.
* Administration of Exchange, remote access technologies, Microsoft Active Directory domain administration and support, including user/policy account creation, permissions allocation, resolving complex replication and authentication issues, creating file and print shares4.
* User desktop management with a working knowledge of system patch practices and imaging5.
* Working knowledge of Microsoft Networking principles such as DNS, WINS, DHCP6.
* Working knowledge of Cisco based routing and switching7.
* Administration of Third party software integration within a server enterprise environment8.
* Supports and maintains multiple server hardware platforms9.
* Administration of enterprise backup solutions, including application administration and troubleshooting hardware-related issues10.
* Administration of data storage platforms, such as SCSI-attached devices, NAS devices, Storage Area Networks and RAID best practices
* IT Support to provide 24x7 on call production support.
* BS in Computer Science; and2.
* Years experience in Systems Administration; or3.
* Combination of education and experience4.
* Experience with managing an IT support team5.
* Desired certifications include but not limited to: A
* Certification, MCSE, CCNA6.
* Ability to manage multiple projects, activities and tasks simultaneously7.
* Ability to work off-hours as required8.
* Must have the personal communication and presentation skills that will represent the company professionally to outside agencies, financial institutions, business partners, employees and customers.
* Associated topics: chief program officer, cpo, manage, manager, management, monitor, product manager, project manager, relationship manager

What Does An Information Technology Support Manager Do At Criterion Systems

* Demonstrated leadership and
* management skills commensurate with experience level.
* Experience in planning, organizing,
* directing, and controlling overall activities of a project, including project
* management, technical work, quality–of-work, schedule, and costs.
* Supervisory, technical, and
* administrative direction to the staff.
* Ability to anticipate problems and
* risks, and work to mitigate them.
* Monitors each task and regularly
* briefs client management orally and in writing, concerning problems encountered
* and accomplishments.
* Evaluates staff performance and reviews
* work products on a daily basis.
* Responsible for keeping time and
* budget commitments for the organization.
* Investigatecustomer's problems and find solutions.
* Communicate with Federal IT POCs and other support groups
* Hire, train, and terminate Tier 1 & 2 agents.
* Provide scripts to read from during phone calls.
* Handle major incidents that cannot be resolved by agents.
* Resolve complaints and issues.
* Ask customers to provide feedback on agents and customer service
* experience.
* Keep abreast of new products and services.
* Analyze data and statistics.
* Compile and print reports on overall performance and customer satisfaction.
* Isolate and identify areas of improvement.
* Train agents on how to adequately address problem over the phone or how to
* write correspondence.
* Work with management on customer service initiatives.
* Utilize social media to respond to customer complaints and praise.
* Minimum
* Qualifications
* Bachelor's degree from an accredited
* University or College in Information Technology or equivalent degree
* years of experience serving in an
* IT customer service manager role
* ITIL Foundation Certification (Practitioner desired)
* and Help Desk Institute (HDI) Certifications
* Active Public Trust (NACI Tier 4

What Does An Information Technology Support Manager Do At Dish

* Manage a small team of analysts
* Break down and prioritize delivery of products and features by developing and maintaining the product backlog, user stories, and cross-product dependencies.
* Proactively communicate and collaborate with business stakeholders, IT staff, vendors and other team members to analyze information and functional requirements, manage the implementation process and ensure the delivered product meets business needs.
* Manage stakeholder needs & requests while balancing product roadmap priorities.
* Elicit, identify, document, and refine requirements from business problems, which may include technical requirements.
* Track and report on progress on roadmap items by internal IT and external vendors.
* Use metrics and feedback to improve team and organization processes, best practices, performance, and delivery.
* Assist with production support issues.
* Proactively communicate and collaborate with stakeholders, product managers and team members to analyze information needs and functional requirements, and ensure the technical solution meets the business needs.
* As well as the ability to effectively interface with all levels of executives, up to and including C-suite, of a Fortune 250 company; identify opportunities for improving existing processes and implementation of changes.
* A successful IT Manager will have the following:
* BA/BS in a technical or business discipline (information systems, engineering, computer science, finance, business administration, or accounting).
* years of IT Manager, Product Owner or Product Manager experience
* Expereience in Advertising, Media, or Related Field a plus.
* Excellent organizational, facilitation, and written/verbal communication skills.
* Self-motivation with strong, proven, analytical and problem-solving skills.
* Ability to collaborate with cross-functional resources and work well in a geographically distributed environment.
* Vacancy Name: 2016
*

What Does An Information Technology Support Manager Do At Kaiser Permanente

* Manages designated units by translating business plans into tactical action items; communicating goals and objectives; ensuring all policies and procedures are followed; overseeing the completion of work assignments; assuming responsibility for decision making; aligning team efforts; building accountability for and measuring progress in achieving results; incorporating resources, costs, and forecasts into unit plans; removing obstacles that impact performance; guiding performance and developing contingency plans accordingly; partnering with key stakeholders and business leaders to ensure products and/or services meet requirements and expectations while aligning with departmental strategies; and influencing units to operate in alignment with business objectives.
* Pursues professional growth and provides developmental opportunities for others by soliciting and acting on performance feedback; building collaborative, cross-functional relationships; hiring, training, and developing talent for growth opportunities; delegating tasks and decisions; fostering open dialogue amongst departments; strategically evaluating talent for succession planning; setting performance management guidelines and expectations across units; and working closely with employees to set goals and provide open feedback and coaching to drive performance improvement.
* Provides insight and leadership on the delivery of appropriate, sustainable, and prompt solutions to incidents.
* Manages the implementation of planned hardware and software changes into production environments.
* Manages the maintenance, modification, and documentation of complex and advanced applications.
* Manages change management processes.
* Manages system configuration.
* Oversees the management and monitoring of stability, availability, and performance of enterprise systems and systems in one or more additional IT domains (e.g., systems, applications, network, databases, storage, security).
* Manages maintenance and refresh activities performed by team members.
* Manages application-oriented administration and technical support for production and non- production environments.
* Manages timelines and cross-functional resources to drive the delivery of appropriate, sustainable, and prompt solutions.
* Manages a network of partnerships with technical and project teams to resolve system problems and application-specific issues.
* Manages communication with product users and suppliers to share information, identify opportunities, resolve problems, prioritize customer requirements, and maintain continuous improvement through customer feedback.
* Manages the improvement of system usefulness to the local user by increasing the number of functions that can be automated, as well as seeking process and improvements that reduce human interaction with the system.
* Manages the testing of designated systems and tools.
* Manages the development of guidelines to prevent and/or resolve recurring problems.
* Manages all levels of support for all enterprise systems by overseeing the diagnosis, troubleshooting, and resolution of complex incidents to minimize system issues.
* Manages the installation, upgrade, or decommissioning of designated systems, products, and infrastructure.
* Manages the analysis of the impact of process or technical tool changes on existing processes, tools, and interfaces

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How To Become An Information Technology Support Manager

Because of the wide range of skills used in different computer support jobs, there are many paths into the occupation. A bachelor’s degree is required for some computer support specialist positions, but an associate’s degree or postsecondary classes may be enough for others.

Education

Education requirements for computer support specialists vary. Computer user support specialist jobs require some computer knowledge, but not necessarily a postsecondary degree. Applicants who have taken some computer-related classes are often qualified. For computer network support specialists, many employers accept applicants with an associate’s degree, although some prefer applicants to have a bachelor’s degree.

Large software companies that provide support to business users who buy their products or services often require a bachelor’s degree. Positions that are more technical are likely to require a degree in a field such as computer science, engineering, or information science, but for others, the applicant’s field of study is less important.

To keep up with changes in technology, many computer support specialists continue their education throughout their careers.

Certification

Certification programs are generally offered by vendors or from vendor-neutral certification providers. Certification validates the knowledge of and best practices required by computer support specialists. Companies may require their computer support specialists to hold certifications in the products the companies use.

Advancement

Many computer support specialists advance to other information technology positions, such as network and computer systems administrators and software developers. Some become managers in the computer support services department. Some organizations provide paths for support specialists to move into other parts of the organization, such as sales. For more information, see the profiles on network and computer systems administrators and software developers.

Important Qualities

Customer-service skills. Computer support specialists must be patient and sympathetic. They must often help people who are frustrated with the software or hardware they are trying to use.

Listening skills. Support workers must be able to understand the problems that their customers are describing and know when to ask questions to clarify the situation.

Problem-solving skills. Support workers must identify both simple and complex computer problems, analyze them, and solve them.

Speaking skills. Support workers must describe the solutions to computer problems in a way that a nontechnical person can understand.

Writing skills. Strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as real-time web chat interactions.

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Information Technology Support Manager jobs

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Real Information Technology Support Manager Salaries

Job Title Company Location Start Date Salary
Manager of Support & IT Maxta, Inc. Sunnyvale, CA Nov 10, 2015 $165,000
Manager of Support & IT Maxta, Inc. Sunnyvale, CA Oct 11, 2015 $165,000
IT Support Engineering Manager Gilead Sciences, Inc. Foster City, CA Nov 20, 2014 $128,528 -
$156,990
Manager, IT Production Support (Information Systems Manager) Directv LLC El Segundo, CA Dec 30, 2015 $125,520 -
$145,520
Manager, IT Support Aliphcom San Francisco, CA Aug 16, 2015 $121,000
Manager, IT Support Aliphcom San Francisco, CA Mar 15, 2015 $121,000
Operations IT Support Manager AIG Employee Services, Inc. Houston, TX Jun 29, 2015 $115,000
Manager, IT Sales and Customer Support Daimler Trucks North America LLC Portland, OR Jan 02, 2015 $106,000
Manager, IT Support Aliphcom San Francisco, CA Sep 03, 2014 $102,000 -
$154,000
IT Application Production Support Manager Worthington Industries, Inc. Columbus, OH Jul 05, 2013 $101,052
Manager, IT Sales & Customer Support Daimler Trucks North America LLC Portland, OR Feb 18, 2016 $99,000 -
$120,000
Manager, IT Support Aliphcom San Francisco, CA Mar 15, 2015 $97,500
Manager, IT Support Aliphcom San Francisco, CA Apr 01, 2013 $97,500
IT Support Manager Cigna Cglic Windsor, CT May 06, 2013 $95,840
Business Analyst/It Support Manager Genesis Engineering Services, Inc. San Jose, CA Oct 01, 2011 $90,000
IT Application Production Support, Manager (Advisor, IT Appl CVS Pharmacy, Inc. Lincoln, RI Apr 07, 2015 $89,393
IT Application Production Support, Manager CVS Pharmacy, Inc. Cumberland, RI Apr 14, 2014 $87,000
Information and Technology Support Manager Repsol Services Company The Woodlands, TX May 01, 2010 $80,371
IT Product and Support Manager, Latin America DMK Partnership LLC Chicago, IL Aug 19, 2015 $68,000
IT Product and Support Manager, Latin America DMK Partnership LLC Chicago, IL Sep 13, 2014 $67,000

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Top Skills for An Information Technology Support Manager

ComputerHardwareProceduresWindowsXPCustomerServiceNetworkInfrastructureDesktopSupportPCActiveDirectoryDatabaseBackupProjectManagementWebDisasterRecoveryHelpdeskEmailInformationTechnologySupportSetupAssetManagementItilTroubleTickets

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Top Information Technology Support Manager Skills

  1. Computer Hardware
  2. Procedures
  3. Windows XP
You can check out examples of real life uses of top skills on resumes here:
  • Design, configure, and test computer hardware, networking software and operating system software.
  • Develop personal computer system policies and procedures.
  • Managed corporate user OS upgrade from Windows XP to Windows 7and MS Office 2003 to MS Office 2010..
  • Provide exceptional customer service to internal & external customers.
  • Performed network automation daily to manage and maintain proper functionality of our network infrastructure.

Top Information Technology Support Manager Employers

Information Technology Support Manager Videos

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