Top Information Technology Support Manager Skills

Below we've compiled a list of the most important skills for an Information Technology Support Manager. We ranked the top skills based on the percentage of Information Technology Support Manager resumes they appeared on. For example, 10.5% of Information Technology Support Manager resumes contained Computer Hardware as a skill. Let's find out what skills an Information Technology Support Manager actually needs in order to be successful in the workplace.

The six most common skills found on Information Technology Support Manager resumes in 2020. Read below to see the full list.

1. Computer Hardware

high Demand
Here's how Computer Hardware is used in Information Technology Support Manager jobs:
  • Performed or assisted customers in setup and configuration of computer hardware and software.
  • Assisted customers in the setup and configuration of computer hardware and software, maintained the branch system documentation and program databases.
  • Provide technical support to company s client regarding computer hardware, company software program and Local area connection.
  • Maintained Tetra Tech NUS s Computer Hardware leases and computer hardware inventory.
  • Installed, upgraded and provided maintenance of computer hardware and software.
  • Tracked computer hardware and software assets to ensure legal requirements.
  • Manage technical supports for computer hardware and software issues.

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2. Customer Service

high Demand
Here's how Customer Service is used in Information Technology Support Manager jobs:
  • Developed, implemented and managed Incident/Problem Management process including performance indicators and measurements of operations and customer service.
  • Created new processes to both streamline customer service and internal communication/coordination within the global customer service team.
  • Focus on customer service and timely resolution to reported issues while documenting solutions for future reference.
  • Measure and Monitor performance levels of daily operations to identify customer service and maintenance gaps.
  • Maintained proactive, confidential, and customer service-focused relationship with senior executives and administrative assistants.
  • Developed and evaluated standard operating procedures and customer service policy, assuring manuals were maintained.
  • Tracked and monitored technicians, mentoring them to optimizing performance and customer service.
  • Support manager responsible for team that supported Customer Service and Billing applications.
  • Ensured optimal customer service and accuracy with maintaining customer satisfaction.
  • Developed customer service satisfaction survey for continuous improvement efforts.
  • Investigated, researched and resolved escalated customer service inquiries.
  • Provided excellent customer service for worldwide dealer network.
  • Developed customer service survey to measure success.
  • Managed Customer Service efforts and Ensured efficient procedures are in place to resolve customer issues in a timely and effective manner.
  • Supervised and managed 8-10 employees in sales and customer service oriented retail environment, with responsibility for scheduling and training personnel.
  • Implemented work prioritization process for Customer Services that resulted in an annual cost reduction in excess of $1 million dollars.
  • Implemented productivity improvements in processes and structure that resulted in improved customer service levels with twenty per cent less support staff.
  • Managed support unit providing technology support for Customer Services (North Carolina & Florida) and North Carolina Natural Gas.
  • Managed the Format IV retail store build-out initiative; an innovative first-to-market two-way video customer service and sales solution.
  • Supported all production hardware or application software in the customer service call center on a 24 hour basis.

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3. Infrastructure

high Demand
Here's how Infrastructure is used in Information Technology Support Manager jobs:
  • Implemented and maintained technical standards, infrastructure monitoring, security procedures, backup & recovery, application administration and control audits.
  • Worked with senior technologists, application development/design teams to translate high level business requirements into both logical and physical technical architecture/infrastructures.
  • Provide global management for the infrastructure and operations teams in direct support of all aspects of Information Technology and Telecommunications.
  • Formed and chaired a global infrastructure management board to drive consistent worldwide metrics for IT services and telecommunications infrastructures.
  • Facilitated weekly meetings with business stakeholders to coordinate IT activities and managed relationship with CompuCom for infrastructure support.
  • Managed various infrastructure projects by successfully organizing and preparing meetings/meeting agendas and carefully monitor all action items.
  • Managed the development of an infrastructure Change Management process and daily facilitation of application and infrastructure changes.
  • Assessed company's legacy IT infrastructure to identify areas for improvement/upgrade to support growing business operations.
  • Led all aspects of system configurations and application installations, ensuring integration into existing network infrastructure.
  • Headed up countless patching validation, and managed server and virtual server infrastructures across multiple-platforms.
  • Maintained a solid image processing infrastructure that included backup systems for 100% operational redundancy.
  • Conducted site surveys for new office locations and evaluated existing IT infrastructure for pending acquisitions.
  • Increased reliability and security of corporate communications systems by implementation of a global VPN infrastructure.
  • Contribute significantly to the implementation, maintenance, and enhancement of the system integration infrastructure.
  • Served as lead technical facilitator and infrastructure consultant for cross-business unit source system access.
  • Performed network automation daily to manage and maintain proper functionality of our network infrastructure.
  • Utilized uncommon technical skills in managing technology solutions for IT infrastructures and Audio/Video solutions.
  • Supported vastly different infrastructure and application environments: main and 40 regional offices.
  • Identified areas of customer training needed to optimally utilize network and infrastructure systems.
  • Managed infrastructure desktop administration and desktop support groups; supported Call Center tickets.

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4. Desk Support

high Demand
Here's how Desk Support is used in Information Technology Support Manager jobs:
  • Establish, manage, and operate a two level, end user help desk supporting customers across multiple locations.
  • Experienced applying these methods to manage successful projects, while monitoring the help desk supporting 300+ users.
  • Provide full Help Desk support to all employees.
  • Help Desk Support Successfully managed a team providing Level 1 IT support services.
  • Manage a team of help desk support technicians for a world wide corporation.
  • Provided computer help desk support and technical training on hardware/software to end users.

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5. PCS

high Demand
Here's how PCS is used in Information Technology Support Manager jobs:
  • Evaluated, built, installed, tested, maintained and supported PCs and laptops, peripherals, operating systems and applications.
  • Implemented routine maintenance of IT assets, including servers, network hardware, PCs, reducing unplanned downtime by 20%.
  • Provided customer requirements, feature prioritization, and training to the global GPCS data analyst and IT technicians.
  • Saved Sprint PCS $1M+ through strategic planning and research of less expensive but feature rich equipment.
  • Managed the hardware and software upgrade for the remote sales force PCs, of 250 salespeople.
  • Streamlined process for switching out PCs, significantly reducing downtime for busy editors and writers.
  • Provided the management and the end users with requested repair/information/documentation of their PCs as needed.
  • Managed project to upgrade over 300 PCs from Windows NT/Office 2000 to Windows XP/Office 2003.
  • Follow up of warranty of devices and PCs with vendors when users had problems.
  • Deploy and repair PCs, servers and applications in customer environments as required.
  • Configured PCs for new employees, and provided training in software use.
  • Maintained 100+ PCs in the manufacturing area including wireless equipment and monitors.
  • Provided all support for corporate PCs.
  • Purchased new PCs as necessary.
  • Switched Shell IT from configuring new PCs with OS/2 to MS Windows (3.0 / 3.1)
  • Rolled out Cisco VPN (for home and small office users), Pointsec security for all staff PCs.
  • Included requesting capital, donating/disposing of PCs, and ensuring Sarbanes Oxley compliance).

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6. Active Directory

high Demand
Here's how Active Directory is used in Information Technology Support Manager jobs:
  • Provide ongoing security assessment including monitoring servers, Active Directory, firewall logs plus external vulnerability assessment.
  • Configured/managed access to resources and administered users/groups by utilizing Active Directory/NetIQ DRA Account and Resource Management.
  • Network administration creating new account and managing file security using Active Directory.
  • Provided administrative support managing Active Directory accounts as well as Exchange accounts.
  • Maintained Active Directory including Group Policy to ensure corporate protocol was followed.
  • Researched and implemented upgrades for multiple Microsoft Active Directory domains.
  • Performed monitoring and maintenance of Active Directory.
  • Designed active directory and domain structure.
  • Create and maintain an Active Directory farm, including creating users, granting access, server migration, and software migration.
  • Responded to Help Desk calls and managed User accounts using Active Directory during off-hours and recorded all incidents using BMC Remedy.
  • Configure Windows 2000/2003 with Group Policy, Active Directory, and Organizational Units to test issues with different software packages.
  • Managed and maintained 15+ web, mail, file, and application servers in Windows Server 2003 Active Directory domain.
  • Migrated 2,500 computer\user accounts to primary active directory domain that enabled our division to be more seamless with other divisions.
  • Perform set up and day-to-day administration support using Microsoft Exchange Server 2010, Active Directory, and Group Policy Management
  • Utilized Remedy ticketing system for tracking computer problems and repairs and Active Directory for user and computer issues.
  • Utilized Active Directory to create and manage network ID's, groups, printers and file shares.
  • Added new employees to Active directory & had Administrative Access to work on all employees' computers.
  • Managed Active Directory: unlocked accounts, added customers to security groups and verified user status.
  • Worked with Active Directory to create accounts, alter accounts, reset passwords and unlock accounts.
  • Performed network administration, replacing/adding switches, routers, file servers, and active directory.

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7. Database

high Demand
Here's how Database is used in Information Technology Support Manager jobs:
  • Worked interactively with technology and development department in coordination of new product field trails, including maintenance of comprehensive database results.
  • Confer with programmers and customers to determine scheduling updates and correct any production databases per management or departmental request.
  • Used Access application visual basic to develop a more powerful and administratively efficient fleet management database application.
  • Doubled effectiveness of printed media and telemarketing by creating database application that tracked results and made recommendations.
  • Exercised responsibility for maintaining the accuracy and integrity of the help desk database.
  • Downloaded monthly expense reports from the corporate financial database for analysis and distribution.
  • Provided technical support and resolved networking issues for client database connectivity.
  • Ensured accuracy of information in personnel and manpower database systems.
  • Developed Access database for Knitting Department on quality and production.
  • Established performance guidelines and consolidated technical documentation into single database.
  • Combined 7 regional facilities databases into two statewide facilities databases.
  • Performed product testing and maintained databases for reporting practices.
  • Developed and maintained inventory asset database of deployed assets.
  • Configured Testing and Demo Database with testing scenarios.
  • Operated as liaison between network/database administrators and programmers.
  • Monitored and managed local database and information networks.
  • Trained teachers on database new education applications.
  • Maintained database and network license administration.
  • Created and processed detailed customer databases.
  • Support and modify a replicated database.

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8. Backup

high Demand
Here's how Backup is used in Information Technology Support Manager jobs:
  • Initiated automatic client backups and restores; using Iron Mountain Autonomy application.
  • Deployed and maintain a Barracuda backup and disaster recovery solution.
  • Ensured regular electronic files backups and maintenance of facility equipment.
  • Managed data backup and disaster recovery for educational software company.
  • Implemented an upgraded backup solution and disaster recovery plans.
  • Develop and maintain rotating backup and disaster recovery strategies.
  • Engineer and perform data backups recovery operations.
  • Created backup and disaster recovery processes.
  • Ensured processes and procedures were established and followed for backup, fail-over, and spare equipment to provide minimal recovery time.
  • Managed and coached Technical Support Teams of up to 20 people across a variety of Backup and Recovery software products.
  • Evaluated and assessed Customer Relationship Management, Mail, and Backup software from various vendors prior to purchasing.
  • Provided network support with the Systems Manager such as creating new users, tape backups and updates.
  • Instigated online backups for all remote offices servers, realizing a 65K regional, annual cost savings.
  • Supervised systems to make sure they correctly backed up by overseeing the weekly backup schedule.
  • Installed and configured operating systems, COTS software, proprietary software, and backup systems.
  • Maintained computer network, and managed the backup of all data which was essential.
  • Administered all ARCSERVE, Backup Exec tape backups/restorations, including custom and autopilot backups.
  • Oversee IT server equipment procurement, installation, maintenance, and backup/restore processes.
  • Set up communication servers - Dial Backup, Terminal Services and MetaFrame;.
  • Set up Exchange Servers, Windows Servers, Backup and Anti-virus solutions.

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9. Email

high Demand
Here's how Email is used in Information Technology Support Manager jobs:
  • Developed / implemented automated email monitoring system fully integrated with DockMaster CRM system, Constant Contact, and BenchMarkEmail.
  • Researched, recommended and implemented an email archiving software for compliance with Federal regulations.
  • Administered users for email and security.
  • Managed email and telecommunication systems.
  • Oversee the customer management and support process via our trouble ticket system, customer emails and support related phone calls.
  • Designed and oversaw email client mobile app testing (performance, security and access) as part of ASET management.
  • Review and Identify problems or potential issues pertaining to Hosting, Fetching of data, and Email through MS Exchange.
  • Manage a high volume mailbox and reply to customers' requests or distribute emails to the appropriate person or group.
  • Perform on-site analysis, diagnosis, and resolution of workstations, printers, email, phone, and network issues.
  • Managed, troubleshooted, and repaired ATP units in-house and with customers via phone, email, and Skype.
  • Worked on all marketing Email blasts for the companies using MailChimp and Constant Contact for the Sales department.
  • Provide all Level user support via phone, email, and ticket tracker software (School Dude).
  • Project managed the conversion of email system for over a 50% reduction in operating costs.
  • Developed and implemented plan for migration to Microsoft Exchange for corporate employees from POP3 email service.
  • Communicated via letters, telephone, and email with clients regarding account and technical issues.
  • Led ECM and Email archiving project which allowed email from several sources to be consolidated.
  • Configured Blackberries, replaced screens, forced updates, retrieved emails, and reset passwords.
  • Developed automated interface from CRM system to Constant Contact and BenchMarkEmail online email marketing tools.
  • Oversee active directory user groups, email accounts, and systems access for College.
  • Instituted and enforced storage quotas curbing the exponential growth of the email database.

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10. Windows XP

high Demand
Here's how Windows XP is used in Information Technology Support Manager jobs:
  • Migrated user data and settings from Windows XP to Windows 7 workstations and provided end-user training for Windows 7 Pro.
  • Managed corporate user OS upgrade from Windows XP to Windows 7and MS Office 2003 to MS Office 2010..
  • Sun setting Windows XP for the headquarters and all airport locations to Windows 7..
  • Plan, implemented and supervise Windows XP migration to Windows 7 agency wide.
  • Upgraded Older Windows Machines to Windows 2000 and the Existing Windows 2000 Boxes to Windows Xp.
  • Planned and implemented a successful Windows XP rollout.

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11. Helpdesk

high Demand
Here's how Helpdesk is used in Information Technology Support Manager jobs:
  • Established and managed global HelpDesk services and 24x7 technical operations support.
  • Lead and coached HelpDesk personnel.
  • Directed helpdesk and technical support team in overseeing and troubleshooting 2,500 research/engineering computer users in numerous locations.
  • Interfaced with key business sponsors to design and deliver new functionality in helpdesk applications.
  • Facilitate all helpdesk requests for everything from desktop computer support to domain administration.
  • Created formal written documentation for inventory and helpdesk with guidelines and data definitions.
  • Reported weekly and monthly statistical analysis of helpdesk activity to Executive Management.
  • Work process documentation management including Helpdesk performance statistics and service reports.
  • Supervised relationship with contracted company in Asia for Global helpdesk services.
  • Discovered opportunities for automation and expansion of helpdesk application environments.
  • Implemented Disaster Recovery for the Desktop/Helpdesk Support Team.
  • Devised Standard Operating Procedure for helpdesk.
  • Managed daily operations of centralized technical support call center/helpdesk, supporting a $40 billion company and its 13,000 employees.
  • Recognized for Helpdesk performance rating in top 15% of the 75 companies that participated in an independent company assessment.
  • Managed a group of 27 Helpdesk and Desktop Support technicians providing support for over 1200 internal customers.
  • Network Administration/Management/PC Tech/Helpdesk Support and Consulting for a variety of clients throughout the State of Florida.
  • Provided process improvements and recommendations when necessary on the helpdesk to ensure processes ran smoothly.
  • Traveled within the US to organize SQL databases and implement Helpdesk systems for corporate events.
  • Managed eight field and data center technicians, oversaw helpdesk and performed all administrative duties.
  • Provided support and performed administrative duties for helpdesk and reporting tools in IT organization.

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12. Information Technology

high Demand
Here's how Information Technology is used in Information Technology Support Manager jobs:
  • Created and implemented T-AH Information Management/Information Technology Configuration Control Board to effect standardization and cost savings for the entire program.
  • Provided supervisory leadership for members of the information technology department in a manner consistent with firm values.
  • Coordinated court unit's information technology networks and managed and administrated all district systems.
  • Authored information technology guideline for deployment of local area networks at all locations.
  • Motivated manager and leader; trained and oversaw 114 Information Technology Equipment Custodians.
  • Maintained accurate and current information technology policies, procedures and related documentation.
  • Develop, mentor and manage a high quality information technology professional staff.
  • Managed Information Technology department annual budget for the Chicago regional office.
  • Provide auditing support on application security for the Information Technology department.
  • Performed all information technology procurement functions for customers.
  • Provided direction and supervision for staff in their role of technical support for research and clinical research information technology needs.
  • Acted as a primary facilitator and resource to the Information Technology Oversight Committee, managing budgets and project communications.
  • Improved lines of communication between Information Technology team and the business to align IT Services with business strategy.
  • Managed two teams built of seasoned technical analysts in the University of Minnesota's Office of Information Technology.
  • Recommend, refine, implement and enforce Information Technology policies, standards, programs and procedures.
  • Managed team of Business Analysts focused on the information technology requirements of New Breed's clients.
  • Handled all Information Technology needs for both Peer Chain & GGB companies and executive support.
  • Developed requirements, outlines, budgets, and schedulers for information technology projects.
  • Developed information technology process improvements for new hires, terminations, and changes.
  • Led liaison between system users and information technology staff.

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13. Project Management

high Demand
Here's how Project Management is used in Information Technology Support Manager jobs:
  • Design technology solutions with project management team o Integrate new acquisitions into corporate network and processes.
  • Performed Project Management responsibilities as needed based on project status and project resource requirements.
  • Provided project management and staffing coordination for hardware and software deployments and refreshes.
  • Coached and mentored business analysts and project managers on project management best practices.
  • Collaborated with project management team to provide information technology solution for the business.
  • Conducted informal project management on a technical and strategic scale.
  • Revamped five-year-old method of project management.
  • Project Management for implementation of an EMC system to create a SAN environment and redesign of the local data centers.
  • Function as IT management, call organizer, internal IT support, customer support and project management.
  • Provide leadership in project management through planning, developing, implementing, and managing call center strategies.
  • Project management on all computer related projects, IE Y2K, New servers and systems implementations.
  • Utilized Agile Project Management to coordinate stories, defects, and tasks providing clear work direction.
  • Developed rapid fire project management skills in response to quickly changing event plans.
  • Oversee Project Management for all new mediation related OSS, BSS releases.
  • Project management: Plan, design and implement software and hardware implementations.
  • Project Management of planned and unplanned projects involving Trading Floor support.
  • Project management, IT procurement and resources allocation.
  • Project Management for all IT Projects.
  • Project Management duties coordinating resources for hardware/software implementation projects such as ServiceNow, Zoom, and Bomgar.
  • Perform project management on multi-million dollar field projects.

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14. Recovery Procedures

high Demand
Here's how Recovery Procedures is used in Information Technology Support Manager jobs:
  • Implemented and performed disaster recovery procedures for Time Inc.'s AIX systems.
  • Re-organized and documented all technology documentation and SOP's including disaster recovery procedures, backup procedures, and EDI processing.
  • Establish and administer periodical testing of network backup and recovery procedures to protect corporate data and system assets.
  • Established and administered effective backup and recovery procedures to ensure system reliability and protect data integrity.
  • Restructured MIS department and established best practices security, systems redundancy, backup and disaster recovery procedures 6.
  • Recognized need for enhanced disaster recovery procedures, researched best practices and implemented plan.

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15. Setup

average Demand
Here's how Setup is used in Information Technology Support Manager jobs:
  • Develop & maintain proper Standard Operating Procedures regarding equipment setups and operational use of company technologies.
  • Improved information security & safety by implementing recommended changes in the server/domain setup.
  • Satellite and wireless communications setup for international banks.
  • Configured and setup Wireless network.
  • Provide all levels of support for Lotus Notes 3-7 (profile setups, data file recovery, data file migrations).
  • Lead project to select and installed a VIOP phone system, which I then supported new user setup and seasonal changes.
  • Provided input on design, setup and implementation of first phase of SaraLee Foods US Service Desk-Problem Management services.
  • Supported home-office IT, including setup, troubleshooting, and repair of computers, printers, and network equipment.
  • Create network to be used with proprietary automotive software and setup network to be accessed from home.
  • Traveled to remote branches and home offices throughout California for hands-on setup, troubleshooting, and training.
  • Write technical user manuals on setup, configuration, and utilization of software and hardware systems.
  • Install programs as needed (new employees), and setup new computers/workstations as needed.
  • Contributed to the setup of the Jimmy Dean Foods (JDF) Disaster Recovery Plan.
  • Implemented efficient protocols that resulted in the shortest event setup times among peer supervisors.
  • Planned, budgeted, and implemented remote branch office setups and shutdowns.
  • Provided support/guidance on BIM projects, setup, content creation, etc.
  • Monitored access and setups for compliance and internal controls.
  • Network Setup and Access Control Setup.
  • Assist with new user setup.
  • Support and setups for artists' contact management systems, custom html templates for newsletters, blogs, and list management.

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16. Asset Management

average Demand
Here's how Asset Management is used in Information Technology Support Manager jobs:
  • Utilize asset management software to maintain equipment compliance.
  • Maintained inventory and asset management system.
  • Performed IT equipment asset management project.
  • Conducted UAT testing on Recall instance of Service Now implementing ITIL Change, Incident, Problem and Asset Management Modules globally.
  • Administered and maintained Asset Management and all software licenses * Created several application handbooks and training references for end users.
  • Provided technical support and asset management for over 1,500 Computers and over 500 employees across five international offices.
  • Developed and delivered training for over 100 employees in the use of new upgraded asset management software.
  • Designed, implemented, and managed county's first formal IT Asset Management (ITAM) system.
  • Directed all aspects of asset management in the Northeast and East central offices.
  • Manage procurement, deployment and asset management of equipment across the company.
  • Managed all IT assets through asset management software Manage Engine.
  • Assist with IT Asset Management.
  • Implemented and managed Spiceworks ticketing and Asset management system.
  • Research software products for detailed product information for inclusion in the Anheuser Busch IT Asset Management (ITAM) Database.
  • Adopted, implemented, and enforced the Medtronic corporate asset management policies, procedures and practices.
  • Created logon scripts for network paths, asset management, user profiles.
  • Created and maintained IT documentation and SOPs Maintained full responsibility for inventory forecasting and Asset Management.
  • Add approved domains, Security Group Database support Serve as administrator for Maximo asset management system.

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17. Technical Support

average Demand
Here's how Technical Support is used in Information Technology Support Manager jobs:
  • Managed all aspects of network/desktop technical support, deployment of corporate IT initiatives, and customer satisfaction assurance.
  • Provided quality organizational skills with attention to detail, computer and technical support and analytic processing.
  • Selected to provide hardware and software technical support based on demonstrated work performance and dedication.
  • Provided technical support to regional and local staff; supervised technical specialists and shift operators.
  • Provided technical support to business operations, assembly, and logistics at an electronics company.
  • Provided 24/7 technical support to established Power Warehouse distribution centers to lessen operational downtime.
  • Created standard operating procedures and documentation for Academic IT Technical Support department.
  • Monitored technical support calls performance and end-user support.
  • Coordinated the technical support operations.
  • Direct and supervise technical support and implementation team (25%) and perform hands-on technical duties (75%).
  • Managed entire technical support operations to ensure corporate employees and franchisees receive friendly, prompt, and accurate technical assistance.
  • Managed a team of 10 individuals, across 3 offices to provide technical support and maintenance for numerous software platforms.
  • Promoted from business services to direct a team of technical support associates responsible for assisting retail employees throughout the region.
  • Managed Team of 2 direct report Consultant Professionals, 5 Technical Support Specialists, and 2 Help Desk Specialists.
  • Led team of 10 product engineers who provided technical support to field engineers, clinical staff, & customers.
  • Hired, trained, managed, and developed all technical support associates for the company's Midwest operational area.
  • Provided Level 1 & 2 Technical Support for the Virtual Office suite to client IT departments and end users.
  • Performed technical support performance audits and made certain proactive call backs were completed to ensure end user satisfaction.
  • Major projects: Migrated technical support for the sales force from a contracted service to in house support.
  • HELP DESK: Provided first-level technical support to internal users and monitored hardware to ensure effective operations.

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18. SQL

average Demand
Here's how SQL is used in Information Technology Support Manager jobs:
  • Write and analyze Stored Procedures, T-SQL scripts, SQL queries, system configuration and take action to correct deficiencies.
  • Performed package execution monitoring (SQL Server 2008 R2 Activity Monitor & Data Collection) to identify performance issues.
  • Created reports on a daily basis for senior management based on SQL queries and MS Excel.
  • Developed and designed MS Access programs and reports using MS Access, and My SQL.
  • Maintain inventory and logistics software (PaceJet) operationally through the use of SQL.
  • Design, program & support websites primarily in PHP, CSS and SQL.
  • Installed new SQL and IIS servers as part of business critical application upgrades.
  • Utilized SQL queries to analyze data structures, data dependencies and data accuracy.
  • Manipulated data to create reports using Excel and Microsoft Access and SQL 7.0.
  • Used SQL Plus reporting tool to pull statistical reports for multiple departments.
  • Managed hardware upgrade and SQL server upgrades through full project development cycle.
  • Maintained permissions in SQL based in house developed EMR.
  • Administered multiple SQL and Exchange servers.
  • Installed, set up, deployed, and supported Microsoft SQL Server (MSSQL7 and MSSQL 2000).
  • Created SQL Scripts to extract Data from HRMS into MS SQL.
  • Improved Windows 2008 server, Microsoft Exchange 2007, Microsoft SQL 2008 Advanced Project Management Skills.
  • Develop reports using Crystal Reports and Cognos Impromptu applications and SQL Reporting Services.

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19. Troubleshoot

average Demand
Here's how Troubleshoot is used in Information Technology Support Manager jobs:
  • Diagnose and troubleshoot various hardware/software/network issues and providing feasible solutions to problems and identifying root cause.
  • Dedicated to exceeding customer expectations with the ability to build productive relationships and troubleshoot complex issues.
  • Managed technical support operations, diligently troubleshooting issues to identify root causes and prevent recurrence.
  • Provided twenty-four hour troubleshooting and support of proprietary applications for internal and external business users.
  • Partnered with Application Development to provide training and troubleshooting classes on emerging proprietary applications.
  • Collaborate with vendors to implement technical functionality, troubleshoot and resolve system issues.
  • Supported internal support groups and vendors to effectively troubleshoot all customer impacting issues.
  • Installed, supported and provided troubleshooting for critical business equipment and various applications.
  • Prepared technical training and process documentation to aid in configuration and troubleshooting.
  • Performed desktop troubleshooting, upgrades and software configurations and remote desktop support.
  • Supported all desktop applications, including plotting, configuration and troubleshooting.
  • Developed troubleshooting procedures and provided training to employees.
  • Escalate issues requiring further troubleshooting or elevated privileges.
  • Handle technical troubleshooting within a corporate environment.
  • Assisted users with troubleshooting business problems.
  • Provided internally service desk troubleshooting.
  • Lead IT, Engineering and Vendor teams with the validation and troubleshooting of billing records to ensure accurate and on-time billing.
  • Supported and troubleshooted both computer and telecommunications-related issues: software, hardware, network devices, printers, and smart phones.
  • Managed, maintained and re-built a small business network running multiple Windows operating systems, printers and troubleshooting hardware and software.
  • Provided Level 1 and Level 2 support and Troubleshoot hardware and software issues for local corporate office and remote users.

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20. Itil

average Demand
Here's how Itil is used in Information Technology Support Manager jobs:
  • Applied ITIL methodologies to introduce service and support processes facilitating communication and improved follow-up regarding IT incidents and requests.
  • Create, document and implemented operational procedures/processes and system implementation guidelines consistent with the ITIL Framework.
  • Utilized ITIL methodologies to promote superior customer service and measurable results of customer satisfaction.
  • Managed ITIL implementation including change, configuration, and incident management.
  • Leverage ITIL and Project Management methodologies to ensure smooth project implementations.
  • Certified in ITIL Foundation Project Management
  • Implemented ITIL-based processes and industry best practices such as service management, problem management, and Knowledge management.
  • Created KPI s that drive operations using fundamentals and frameworks of ITIL, HDI, COBIT and PMI.
  • Embody and promote ITIL and HDI best practices into the Service Desk to drive continual process improvement.
  • Led implementation of an ITIL-based ITSM tool and ongoing Continual Service Improvement (CSI) effort.
  • Developed, implemented, and managed ITIL Incident Management processes utilizing ITIL compliant software systems.
  • Create ITIL processes and procedures to align with organizational and department policies and procedures.
  • Set up and led Project Teams to implement initiatives based on ITIL Framework.
  • Instructed ITIL Foundation classes for departmental personnel, interns, and volunteers.
  • Applied ITIL practices for Incident, Problem and Change management procedures.
  • Developed stronger incident and problem management processes to follow ITIL standards.
  • Completed applicable ITIL v3 Foundation courses (service and delivery).
  • Follow ITIL best practices in all aspects of Desktop support.
  • Utilize concepts and practices in alignment with ITIL methodology.
  • Maintain ITIL version 3 foundation certification.

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21. New Technologies

average Demand
Here's how New Technologies is used in Information Technology Support Manager jobs:
  • Identified and corrected inefficiencies in processing by introducing new technologies and re-coaching team members.
  • Provided project management, ensuring on-time implementation of new technologies.
  • Introduced and integrated new technologies into existing data center environments.
  • Researched and implemented new technologies that increased productivity.
  • Introduced new technologies to improve productivity.
  • Introduced new technologies and professionalized department.
  • Served as affiliate with Information Technology and supported the Provost's Office with new technologies.
  • Explored, tested and implemented new technologies to improve data and asset security.
  • Partnered closely with the marketing department to test and implement new technologies.
  • Offered client recommendations on new technologies based on price vs. performance, and regularly researched emerging technologies.

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22. Internet

average Demand
Here's how Internet is used in Information Technology Support Manager jobs:
  • Handled detailed issues regarding their proprietary Internet management software & hardware.
  • Setup/configured WatchGuard Firewall to provide Internet security.
  • Develop training on safe Internet use, Email messaging and data management using MS Outlook and the MS AD file system.
  • Project Manager $500K Budget for two Fiber Optic communities, which supplied Internet and TV service to approximately 1000 homes.
  • Provided support to end users via telephone, letter, FAX, Internet, and e-mail.
  • Researched competitive offerings and negotiated a 20% reduction in monthly phone and internet access bill.
  • Managed data and service migration to a new web server that hosts an internet banking solution.
  • Observed and enforced company guidelines with regard to software licensing, Internet and e-mail usage.
  • Maintained ISDN & T1 line for remote connection, transfers with out-sourced printing & Internet.
  • Ensured a high level of system security by maintaining firewalls and internet filtering systems.
  • Supported Internet/mail connections, troubleshot errors, reduced overall down time to users.
  • Configured, administered, and supported Microsoft Internet Information Server (IIS).
  • Analyzed, organized, and planned the company Internet site promotion strategy.
  • Manage budget planning and reporting function for subscription, Internet search program.
  • Reduced long distance telephone charges by transmitting tax returns via the internet.
  • Provide technical support for POS terminals/peripherals, WAN/LAN configuration and Internet.
  • Implement and manage Internet/Intranet HTTP, E-mail and FTP servers.
  • Assisted end-users and Small Businesses with Internet Anti-Virus programs.
  • Acted as Account manager of cellular and internet providers.
  • Worked with HVAC systems deploying internet based thermostats.

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23. LAN

average Demand
Here's how LAN is used in Information Technology Support Manager jobs:
  • Conducted regular performance reviews, performance ranking, salary administration and development plans; resulting in a motivated and satisfied workforce.
  • Planned and managed vendor sourcing, contracting and implementation/maintenance activities in alignment with company's business goals and key requirements.
  • Increase productivity, set expectations better definition and delivery of projects by including all stakeholders during project initiation & planning.
  • Spearheaded effective project enhancement initiatives through detailed planning, testing, implementation, monitoring, and performance analysis.
  • Facilitated service management planning activities with key stakeholders, resulting in a well documented and scoped program backlog.
  • Developed Service Levels, updated Disaster Recovery Plans and Security to insure proper delivery of Order Management services.
  • Coordinated work plans between project manager and client during a new implementation and assisted in other implementations.
  • Implemented cross-training plan to broaden employee knowledge-base and improve system support stability with increasingly reduced resource base.
  • Planned, budgeted, and implemented diversification projects, utilizing company resources but with separate identities.
  • Developed, planned, validated and drove operational response to the hiring manager/business/department talent requirements.
  • Managed and created design, relocation plans and installation of the organizations Disaster Recovery site.
  • Assumed progressive responsibilities to direct and steer information technology operations in Maryland and Delaware.
  • Project included product remediation, certification testing, compliance documentation, and contingency planning.
  • Conducted extensive specification gathering, present-state architecture analysis, investment planning, and installation.
  • Developed Disaster Recovery Plan to ensure business continuity in event of a disaster.
  • Provided organizational plans for the development and implementation of all technology initiatives.
  • Aligned unit's strategic logistical planning with lower-level commands at Planning Conferences.
  • Implemented firm's first-ever disaster recovery plan to ensure minimal productivity loss.
  • Develop and implemented change management plans during implementation of IT solutions.
  • Planned, implemented and expanded hardware, software and telecommunications equipment.

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24. VPN

average Demand
Here's how VPN is used in Information Technology Support Manager jobs:
  • Installed and programmed VPN clients allowing high rank individuals to remote in to the network from anywhere in the world 24/7.
  • Converted data communication method to warehouses from dedicated lines to VPN for a savings of $1.5K monthly in line fees.
  • Implemented and supported site to site VPN connections between corporate office, data center, and 3rd party vendor servers.
  • Enhanced remote access through installation and configuration of VPN, Remote Desktop, Remotely PC Anywhere, and Net meeting.
  • WAN conversion to VPN in 2006 reduce costs by over $300,000 per year while increasing bandwidth ten-fold.
  • Migrated to Cisco Pix Firewall & VPN solution with connection via VPN to an AS/400 I-SeriesV4R5 system.
  • Installed and monitored all Security, Firewall and VPN Services for three locations utilizing Juniper Netscreen5GT.
  • Implemented and maintained remote access for virtual users utilizing VPN and cloud based Office 365 products.
  • Developed and managed website, on-line MySQL database access as well as various VPN connections.
  • Maintain and monitor secure remote Radius VPN access to LAN.
  • Worked from home during off-hours using VPN and currently ASG.
  • Researched, purchased and deployed Juniper SSL/VPN appliance.
  • Provide remote support (VPN, RDP via VNC, GoToAssist, TeamViewer) for staff, on-call 24/7.
  • Maintained LAN/WAN, PRI, VOIP, E Metro circuit, VPN, and Fort iGATE Firewall.
  • Program Excel Visual Basic applications Provide PC hardware and software support Manage Network Firewall and Cisco VPN (Cisco IOS)
  • Key Accomplishments: Initiated robust security features, including VPNs, tunnels and secure ID/password features.
  • Image laptops and tablets.User Administration Create and maintain VPN accounts using Cisco ASDM and AnyConnect.
  • Administered Sonicwall Firewalls and 15+ site to site VPNs.

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25. Service Level Agreements

average Demand
Here's how Service Level Agreements is used in Information Technology Support Manager jobs:
  • Implemented Service Level Agreements, Key Performance Indicators and Team Performance monitoring increasing customer satisfaction and stakeholder transparency.
  • Created Standard Operating procedures, Service Level Agreements and Operation Level Agreements including departmental buy in and implementation.
  • Developed & negotiated service level agreements & ensured their attainment.
  • Develop and implement company-wide Service Level Agreements.
  • Improved service level agreements regarding call resolutions.
  • Negotiated and implemented service level agreements with several vendors to better define our expectations for tools' performance and minimize downtime.
  • Provide a timely response to customers and meet all defined service level agreements to ensure resolution to all reported issues.
  • Managed multiple vendor/global IT suppliers, and SaaS applications Talent Management and Learning Management using the service level agreements.
  • Tuned various packages resulting in reduced batch window to meet online availability Service Level Agreements (SLA's).
  • Maintained 99.95% SLA's (Service Level Agreements) of provisioning success rates for three consecutive years.
  • Work with the business to develop Service Level Agreements and create process and procedures to achieve goals.
  • Develop, negotiate and ensure the service level agreements for all operations in Latin America & Caribbean.
  • Assist in the creation of service level agreements (SLA) for existing and prospective clients.
  • Meet with executive team to review Service Level Agreements, projects and support initiatives.
  • Developed and reinforced service level agreements with the business segments to drive efficient support.
  • Developed Service Level Agreements (SLA) for R&D Engineering support teams.
  • Managed annual budget of $2M, and delivered support to Service Level Agreements.
  • Worked closely with end user to establish and manage Service Level Agreements.
  • Meet Service Level Agreements 8.
  • Key Achievements: Created highly responsive organization that consistently achieved operational excellence and meet specifications of service level agreements.

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26. Voip

average Demand
Here's how Voip is used in Information Technology Support Manager jobs:
  • Managed telephone conversion moving from an external managed service to global VoIP Cisco system delivering a seamless end user experience.
  • Managed migration to VOIP project to centralize the call flow, worked with vendors on and off site locations.
  • Designed and implemented a video conferencing system and ensured network stability and QOS and managed the current VoIP network.
  • Administered the ShoreTel VoIP services in addition to building and installing hardware across all offices and locations.
  • Experienced with modern Cisco VoIP solutions, Cisco Call Manager, Cisco Unity, and Finesse.
  • Install, manage and update VOIP systems with the capacity to handle 500-700 calls/day.
  • Initiated the deployment of VOIP systems in branch offices for improved telecommunication services.
  • Maintain, update and troubleshoot the local Meridian and VOIP Telephone systems.
  • Manage company phone systems, both VOIP and cellular.
  • Managed Cisco VOIP installation and Call Manager programming.
  • Manage and support the company ShoreTel VOIP network.
  • Managed Telecommunications PBX and VOIP systems.
  • Managed the Cisco VoIP phone system.
  • Install and maintain voice over IP (VOIP) system.
  • Managed and provide direct migration support of Nortel Option 11 to Cisco VoIP and voice recording solution.
  • Installed and maintained allCisco solutions throughout the city including Firewall, Switching, and VOIP systems.
  • Led Avaya VOIP installation and VOIP call manager programming such as call routes and other features.
  • Assisted Senior External Technician with the transition of the company to VOIP at all locations.
  • Implemented and Administered Asterisk VOIP phone system using Trixbox and PRI.
  • Perform basic admin on VOIP systems (Nortel)

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27. User Accounts

average Demand
Here's how User Accounts is used in Information Technology Support Manager jobs:
  • Created user accounts in accordance with USAF standards, providing file, print and messaging access.
  • Handled group policy and user accounts on division's workstations, administered routine backups.
  • Managed user accounts, market data queues and internal trade booking system.
  • Managed LAN/WAN connections and user accounts.
  • Tasked with maintaining user accounts and workstations by conducting daily system checks to ensure minimal downtime in network accessibility.
  • Configured multiple Microsoft Outlook user accounts using archived files imported/exported from Legacy workstations to NMCI clients.

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28. Sharepoint

average Demand
Here's how Sharepoint is used in Information Technology Support Manager jobs:
  • Created SharePoint customer satisfaction survey to determine the effectiveness of customer service.
  • Managed content for the organizational SharePoint intranet.
  • Administer Exchange 2010, Active Directory, SharePoint, Updates company website, and BOX data files in cloud technology.
  • Collaborated with, and communicated clearly and effectively, with all types and levels of employees for SharePoint transition project.
  • Developed the CATS Operational Portal using MS SharePoint to bring informational synergy to (5) project departments.
  • Created, documented and conducted SharePoint training sessions for internal users both in-house and via WebEx.
  • Created and maintained SharePoint Team Site for Project Meetings, and bug reporting sessions.
  • Worked with SharePoint on a daily basis to update any technical information.
  • Provided consulting for SharePoint issues and support within the Plans Section.
  • Provided desk side training for SharePoint and Team Collaboration Tools.
  • Managed the SharePoint server for Vista and Office Project.
  • Establish list of all capital equipment assignments using SharePoint.
  • Administered IT Department SharePoint site and its content.
  • Project deliverables include a complete SharePoint migration, SQL server database consolidation, and Blackberry Server 4.1 migration.
  • Created Leasing site in Sharepoint that could be accessed by CFO, IT Director and Controller.
  • Designed, built & deployed SharePoint 2007 w portals for Intranet, Extranet- FTP sites.
  • Execute, oversee, and support Vetstreet's first Project Server and SharePoint platforms.
  • Experienced in Sharepoint site administration, template creation, design and support.
  • Developed SharePoint pages and workflows.
  • Developed information structure for Wealth Management PMO Sharepoint Site Defined project management communications plan and governance doctrine.

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29. Hardware Issues

average Demand
Here's how Hardware Issues is used in Information Technology Support Manager jobs:
  • Provide Desktop Support in Hardware issues and Application for 300 accountants and field bank auditors from 5 offices.
  • Provided 24/7 daily technical support to Austin and Houston office for various software and hardware issues.
  • Handled all escalated software and hardware issues that could not be resolved by my senior techs.
  • Install Server hardware, investigate hardware problems and resolve system hardware issues.
  • Coordinated with vendors to resolve software/hardware issues and placed orders as needed in support of local and remote offices.
  • Reported important software and hardware issues to the appropriate member of IS management.

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30. Vmware

low Demand
Here's how Vmware is used in Information Technology Support Manager jobs:
  • Gained acceptance of VMware standards, and facilitated inter-departmental relationships leading to cooperation on storage and performance.
  • Managed Network including physical and virtual VMware servers, Voice and mobile services.
  • Rebooted server or PC's upon request using NT and VMware.
  • Implement and manage private cloud running on VMWare vSphere using EMC VNX, Cisco Nexus, and Cisco Blade/FlexPod hardware.
  • Coordinated the deployment and installation of VMware's virtualization of desktops and servers.
  • Migrated servers from Small Business 2011 to Windows 2012 on VMware Esxi.
  • Architected and implemented a complete Virtualization environment using VMware V-sphere and V-cloud.
  • Led successful upgrades of SAN (NetApp), server virtualization (VMWare ESXi platform) and Cisco wireless network installation.

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31. OS

low Demand
Here's how OS is used in Information Technology Support Manager jobs:
  • Leverage internal technologies to better support remote offices across ambulatory areas within the Florida Hospital family compared to 3rd party vendors.
  • Delivered projects on time, within budget/scope by clarifying project objectives, developing accurate cost/benefit/risk analysis, and writing persuasive capital requests
  • Facilitated the consolidation and centralization of 3 distribution centers across the east coast into 2 existing distribution centers in North Carolina.
  • Developed and implemented technology standards, reducing unnecessary complexity and realizing a savings of $15000 annually on maintenance costs.
  • Worked closely with internal and external auditors and provided supporting evidence for application controls and IT General Controls.
  • Provided significant contribution in analyzing key expenses and developing cost containment initiatives encompassing payroll and capital equipment expenditures.
  • Managed and developed decade spanning relationships with critical vendors resulting in vastly improved service and reduced costs.
  • Reduced marketing costs and improved results by producing in-house customized advertising, including monthly mailers and cards.
  • Identified and delivered a cost-effective solution resolving system availability and performance constraints by realigning online environments.
  • Led department-level process improvement projects; managed day-to-day operations of remote PC Technicians across four states.
  • Promoted efficient, cost effective uses of advanced technologies & managed migration to next-generation technologies.
  • Key member of Historian/Process Control Team guaranteeing real-time process data availability/accessibility across entire company.
  • Improved IT-Business Partner relationship by implementing more effective communication and promoting a win-win philosophy.
  • Analyzed system and business requirements to determine hardware and software standards across the organization.
  • Selected most effective and efficient system to accommodate all users during multiple mergers/acquisitions.
  • Provided monthly profit/loss reports for firm partners which affected decisions regarding retainer agreements.
  • Eliminated 50 servers by migrating applications to a centralized virtual hosting data center.
  • Led, motivated and mentored individuals to foster teamwork and maximize productivity.
  • Communicated extensively with vendors; negotiated cost effective products and services.
  • Revamped and overhauled purchasing strategies with impressive reductions in cost-of-ownership expenses.

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32. Software Applications

low Demand
Here's how Software Applications is used in Information Technology Support Manager jobs:
  • Install multiple software applications for Document Management Department.
  • Collaborated projects to ensure software applications where documented and capable of being monitored by the Control Centers.
  • Provide training on new hardware, software applications and technology solutions.
  • Provide support to end-users for common office software applications.
  • Managed User Acceptance Testing (UAT) efforts for Qwest/BellSouth provisioning software applications during system migrations.
  • Build new servers workstations for our QA lab to test new software applications.

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33. Application Support

low Demand
Here's how Application Support is used in Information Technology Support Manager jobs:
  • Develop and implement all application support policies and procedures, including those for architecture, application security, and data security.
  • Standardized status reporting and demand prioritization across the Marketing application portfolio for application support activities.
  • Managed a team of 13 application developers providing new development and application support services.
  • Gathered requirements, developed project plan and implemented 24X7 technical and application support desk.
  • Centralize Application Support to a formal standardized Support Model.
  • Managed data archiving and application support.
  • Support Microsoft server and application support.
  • Manage a team of application support staff to ensure and maintain the integrity and continual operation of mission critical applications.
  • Reduced desktop application support calls by implementing self-paced software training and FAQ's via LMS.
  • Key decision maker and leader for IT Application Support transition to Managed Services model.
  • Provide, as appropriate, telephone and verbal application support to resolve incidents.
  • Collaborate with Application Support teams to assist with application issues when necessary.
  • Oversee a staff of 15 testing and application support technicians.
  • Followed PMI best practices for all projects and application support.
  • Managed daily operations for all Level 2 application support requests ensuring compliance with SLAs.
  • Created, triaged and resolved production and application support tickets.
  • Manage a team of Application Support Analysts responsible for supporting Mediations Comptel billing application in 24 X7 365 environments.

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34. Mac

low Demand
Here's how Mac is used in Information Technology Support Manager jobs:
  • Established network connectivity to download CNC programs directly to woodworking machinery.
  • Ghost and re-image machines for the different lab environments while testing and configuring PC's with the latest patches and upgrades.
  • Set up and adjust machines, regulating factors such as speed, ink flow, focus, and number of copies.
  • Trained staff on using various equipment, including but not limited to scanners, copiers, printers, credit card machines.
  • Job duties included Projects, Management, Training, and Support for an integrated environment of PC and Mac computers.
  • Organized, Tested, and Inventoried Samsung, ASUS, HP, Dell, and Mac monitors for resale.
  • Configure, test, and deploy images for Mac and PC platforms including default user profiles and software defaults.
  • Configured raid for NAS systems and business servers and worked with virtual hard disks while configuring virtual machines.
  • Research and purchase new machines for outdated hardware, as well as successfully install and protect them.
  • Ensured security protocols were in place and proper access for restricted machines was properly distributed.
  • Headed the Kindred Pharmacy hardware replacement project for over 156 pharmacy sites throughout the US.
  • Used AutoCAD to create and review blue prints of machine fixtures and automotive parts.
  • Installed and maintained 500+ Desktop work stations for Bangladesh Machine Readable Passport Project.
  • Managed the hardware and software of all Macintosh products used in production environment.
  • Validated network and printer connections, and the functionality of machines on network.
  • Push out updates and new images to assigned machines using Microsoft System Center.
  • Monitor machine activity using LabStats and manually update software through RDP or SCCM.
  • Upgrade all dated machines with RAM and in some cases CPU installation.
  • Maintain the scanning machines to ensure they work well and are clean.
  • Supported remote laptops, MAC and video equipment for on-location shoots.

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35. Phone System

low Demand
Here's how Phone System is used in Information Technology Support Manager jobs:
  • Administered and maintained boardroom audio/video/telephone system.
  • Major plant shutdowns and slowdowns on plant- wide networks, digital phone systems, camera systems, and individual workstations.
  • Provided support for all telephone systems in the corporate headquarters, business centers, and in 100+ retail locations.
  • Saved $130,000 annually by outsourcing Sr level Oracle database administration function and management of phone system.
  • Support of Android phone systems, older Merlin desktop phone system, and security camera system.
  • Reduced average call time by 20% using phone system data to identify improvement opportunities.
  • Project business owner for conversion of telephone system to 8x8 cloud based telephony system.
  • Managed and maintained Phone system (Toshiba Strata) and Voice mail systems.
  • Managed and developed upgrades to the company's telephone system.
  • Installed and maintained office Toshiba and ShoreTel phone systems.
  • Maintain and program Shore-Tel and Inter-Tel digital phone systems.
  • Coordinated the design and installation of new telephone system.
  • Assumed phone system responsibility including purchase of Lucent system.
  • Implemented Avaya IP Office telephone system to connect Miami and Ft. Myers offices through MPLS.
  • Researched, purchased and installed Avaya Phone system and phone sets.
  • Maintained older analog phone system (Alcatel).
  • Maintain Hardware/Software for Affiniscape Maintain Avaya phone systems for Affiniscape

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36. Citrix

low Demand
Here's how Citrix is used in Information Technology Support Manager jobs:
  • Implemented a Terminal Server project, creating a server farm: Citrix MetaFrame for web based access and web based applications.
  • Support a variety of applications installed locally, within Citrix, or hosted in provider clouds.
  • WAN environment consisted of four remote clinics connecting using Citrix servers.
  • Maintained and managed Active Directory and Citrix XenApp 6.x platform.
  • Supported Thin Clients Citrix network connections.
  • Project Management, design, implementation and administration of Citrix Metaframe and server environment.
  • Lead project manager and administrator for new Citrix virtualized app environment.
  • Supported various systems including: Windows, Office, Sabre Suite, VMWare, Citrix, and many others.
  • Provide setup and configuration support for Citrix ICA Client on desktops that require virtualization.
  • Supported remote and onsite workstation Citrix Client connections within a MS Widows 7 environment.
  • Manage NT 4.0, Novell 4.11, and Citrix Meta-Frame Domain Administration.
  • Installed and configured application software using Citrix management software on a Windows 2000 based Compac server.

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37. SLA

low Demand
Here's how SLA is used in Information Technology Support Manager jobs:
  • Transformed fragmented and under-performing support group into a customer-focused team based on SLA and value-driven culture.
  • Translated business requirements into technical application requirements in partnership with the Project Management group.
  • Communicated all operations related issues and statistics of SLA compliance to upper management.
  • Developed processes to reduce SLA violations, increase department customer satisfaction rating.
  • Allocated incoming tickets to local technicians & monitored the progress to make sure all work was done within the SLA.
  • Collaborated with vendor's on improvement opportunities, using metrics to hold each accountable to the established SLA's.
  • Implemented the ANSI 834 Benefit and Enrollment and 820 Payment transaction sets in support of the mandated HIPAA legislation.
  • Manage vendor relationships and contracts for end user systems, office equipment, support and services to agreed SLA.
  • Experience successfully meeting SLA compliance metrics, meeting SAS70 and ISO audit requirements and maintaining high IT standards.
  • Collaborate with department managers in designing SLA's to fine tune response times and service performance levels.
  • Managed SLA's, escalations, and tracking and documented support activities within Heat call tracking tool.
  • Track and report on SLA s and KPI s to multiple key staff and executives.
  • Created preliminary SLA's, metrics, technology & business plan as well as processes.
  • Implemented IT initiatives that slashed manual processes by 40% with reductions in overhead costs.
  • Managed outstanding ticket system to ensure timely and accurate resolution of issues within an SLA.
  • Supervised vendor relationships, including strategic selection, SLA development, payment, and audit.
  • Developed Standards and SLA's within the team to achieve high customer satisfaction ratings.
  • Ensured tech escalation to level 2 and 3 support adhered to established SLA's.
  • Involved in process standardization, call management and delivering on published SLA's.
  • Develop and monitor the SLA and KPI to ensure service level accomplishment.

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38. Computer System

low Demand
Here's how Computer System is used in Information Technology Support Manager jobs:
  • Provided preventative maintenance on computer systems and enhanced system integrity with expertise in trending security protocols and analysis of record keeping.
  • Developed and implemented policies and procedures for electronic data processing and computer system operations;.
  • Facilitated training legacy staff on new corporate parent computer systems.
  • Performed maintenance of computer systems and peripheral equipment.
  • Analyzed computer system requirement for purchase and upgrades.
  • Operated computer systems and supervised related activities.
  • Develop personal computer system policies and procedures.
  • Keep office computer systems running, remove viruses and maintain office network, also took out trash and cleaned offices
  • Performed general maintenance tasks, troubleshoots, and repairs of computer systems and peripheral equipment.
  • Oversee the daily performance of computer systems by utilizing remote applications and services.
  • Upgraded over 700 Computer systems to NT 6.0 and Office before deadline.
  • Provided IT support to company's computer systems, software implementation.
  • Manage computer systems installation across Corporate Office for end users.
  • Upgrade any outdated software and all computer systems.
  • Manage computer systems - remove hardware.
  • Centralized and management of all computer systems using Logmein Central to support stores and manufacturing facility remotely.
  • Provide on-going support for customers including issues related to computer systems, software, database, and hardware.
  • Provided support within the IT Department with integration, training and maintenance of computer systems.
  • Repair computer systems on-site, provided professional direct customer support, Shipping and receiving.
  • Installed software on multi user client server computer systems and network.

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39. Support Services

low Demand
Here's how Support Services is used in Information Technology Support Manager jobs:
  • Managed vendor purchases and support services along with insuring maintenance agreements are active and discontinued.
  • Collaborated with internal support services on negotiation and management of contracts with external software vendors.
  • Managed the delivery of hardware/software support services and products.
  • Managed Level I and Level II end-user computing support services for hardware, software and applications.
  • Provided input on key business issues and developed strategies to improve support services for business.
  • Provided remote support services for Visual South clients with Level Platforms remote support software.
  • Developed Executive Support services to improve reputation and raise the level of support provided.
  • Manage Tier 1 end-user support services for all EchoStar employees and business partners.
  • Managed multiple vendor relationships for various hardware, software and support services.
  • Supported and increased the effectiveness of Support Services Provided by I.T.
  • Job Description: Manager of mobile support services department.
  • Manage Implementation & Support services for 10 individual casinos.
  • Provided Tech support services for customers.
  • Developed, implemented, and led iTech Support Services to allow users to walk-up and receive assistance.
  • Supervised end-user IT support services, managed several IT initiatives, performed IT budgeting and purchasing
  • Ensured comprehensive knowledge of available IT support services by authoring and distributing an information technology catalogue.

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40. Direct Reports

low Demand
Here's how Direct Reports is used in Information Technology Support Manager jobs:
  • Mentored and coached direct reports ensuring training/development plans were implemented with measurable results.
  • Lead a team of three direct reports to meet deployment and process improvement goals set by business needs and IT Director.
  • Provided ongoing assessment of IT requirements in critical environments and led up to ten direct reports fulfilling user support activities.
  • Coordinate and maintain regular communication and guidance for executive leadership, peers, and my direct reports.
  • Managed distributed team of direct reports in New Jersey, Manhattan, Toronto, and San Francisco.
  • Lead a diverse, multicultural, geographically distributed team with direct reports at all major Intel sites.
  • Acted as interim Global Finance Process Leader setting strategy with the CFO and his direct reports.
  • Managed direct reports of 5 to 7 technical skilled workers and 2 contract IT vendors.
  • Managed direct reports in USA and India, insuring proper performance and professional case management.
  • Managed sales center of 65 direct reports in 4 different locations in St Louis area.
  • Supervised 8 direct reports, including: 6 Oracles Business/Analysts and 2 Mainframe Programmer/Analysts.
  • Directed day to day activities of 30 - 86 technical and architect direct reports.
  • Managed 6 - 12 direct reports, including 5 that worked remotely.
  • Team Size: 30+ direct reports
  • Supervised two direct reports and helped to motivate and train the entire IT team.

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41. Unix

low Demand
Here's how Unix is used in Information Technology Support Manager jobs:
  • Supported both Linux and Unix operating system environments.
  • Oversee Data Center management which includes, Windows 2000/2003, Unix, SAN, Voice, MarketData circuits and WAN/LAN Access.
  • Provided hand-on UNIX system administration to servers supporting the company's wireless anti-fraud systems.
  • Tested, distributed and installed program changes on a UNIX system.
  • Managed 23 engineers engaged in UNIX and NT administration and maintenance.
  • Managed PC and UNIX technicians.
  • Provided support for three different platforms, HP UNIX, AS400, and NT.

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42. Tcp/Ip

low Demand
Here's how Tcp/Ip is used in Information Technology Support Manager jobs:
  • Implemented and maintained network security, TCP/IP protocols and computer hardware and software.
  • Utilized: TCP/IP, WINS, DNS, RAS, VPN, MS Exchange, Terminal Services, and Active Directory.
  • Managed installation and support of company telephony system, incorporating unified messaging and upgrade to TCP/IP switch.
  • Improved the company network by increasing security and eliminated unnecessary TCP/IP traffic.
  • Utilized Java and TCP/IP to connect to the mainframe to execute CICS programs to access DB2 tables and VSAM files.
  • Applied extensive technical knowledge of TCP/IP ports and protocols as well as, strong networking skills to develop business solutions.

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43. ERP

low Demand
Here's how ERP is used in Information Technology Support Manager jobs:
  • Develop and enforce enterprise-wide standards, maintenance intervals, escalation and notification procedures, capacity planning, and critical patch management.
  • Established Problem Management Governance and Project Managed the enterprise problems reducing incidents and stabilizing applications, processes and production.
  • Coordinated and aligned IT system architecture for integration of multiple platforms, operating systems and applications across the enterprise.
  • Served on enterprise disaster recovery liaison team for City of Kansas City, MO Information Technology Department
  • Managed the analysis, evaluation, selection, procurement and delivery of enterprise-wide applications within budget.
  • Challenged to lead teams in administering, optimizing and enhancing infrastructure to optimally support enterprise-wide users.
  • Manage and implement security changes in ERP system for business productivity enhancement and stability.
  • Defined and established Honeywell Specialty Materials global ERP support program by instilling ITIL disciplines.
  • Evaluated industry technology solutions against enterprise needs to enhance customer productivity and experience.
  • Designed and executed enterprise training strategy improving user competency in CSX OS platform.
  • Conducted development and installation of high-availability MAXIMO ERP and transaction reporting system.
  • Challenged with leading integration efforts instrumental in developing enterprise solutions.
  • Designed, installed, and monitored enterprise network infrastructure.
  • Performed comprehensive analysis of legacy enterprise network monitoring systems.
  • Defined procedures for development of the enterprise solution.
  • Installed and configured enterprise networking and server equipment.
  • Managed enterprise desktop/network/server Y2K remediation program.
  • Established an Application Data Ownership and Master Data Management plan in support of emerging enterprise data solutions and business process needs.
  • Managed the Enterprise wide calendar and Forward Schedule of Change, Change Management Process governance on the team's SharePoint site.
  • Maintained inventory of all computer equipment, access cards, ID badges, and fingerprint scanner for time clock management system.

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44. CRM

low Demand
Here's how CRM is used in Information Technology Support Manager jobs:
  • Maintained procedures related to the performance, availability and reliability of the CRM application environment (Domino/Lotus Notes).
  • Improved effectiveness of telemarketing by integrating legacy phone system data with CRM database.
  • Set up TeamSupport CRM system for logging support tickets, managing work flow, customer product inventory and knowledge base reference.
  • Support Financial Services Application portfolio including: SalesForce (CRM), Empower (LOS), Point-of-Sale, etc.
  • Manage and support multiple applications such as Microsoft CRM, Great Plains and SQL.
  • Worked closely with general manager to create new CRM plans and SLA agreements.
  • Implemented CRM Systems to increase Sales and to support Product Management.
  • Performed data entry in CRM and tracked customers orders.
  • Implemented and maintained Microsoft Dynamics CRM.
  • Ensured key applications (i.e., High Touch POS, Lawson, MACH-5, RMS, CRM, etc.)
  • Create SLA's and RFP CRM technologies.
  • Provide oversight of critical CRM technology for Customer Care Contact Centers to ensure maximum uptime and performance.
  • Ensured the incident work log (CRM Remedy) was updated as events occurred.
  • Developed Salesforce CRM objects and process flows for dual businesses.
  • Initiated review of several CRMs and gained executive approval of my recommendation to implement Salesforce.

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45. Linux

low Demand
Here's how Linux is used in Information Technology Support Manager jobs:
  • Upgraded technical platforms including migration of Linux/Samba solution environment to a multiple Windows Server 2008/Exchange 2010 environment.
  • Managed Customer Support staff and directed daily operations of development (AIX, NT and Linux) and network systems.
  • Acquire, install and maintain Dell Servers with Server 2003 and Linux software.
  • Repaired Linux based PC s via command line and networking skills.
  • Migrated customers to Linux-based platform, mitigating hardware and software costs.
  • Led in-house and consultant team in large-scale Linux server upgrade for multinational consulting firm, which significantly enhanced system performance.

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46. PBX

low Demand
Here's how PBX is used in Information Technology Support Manager jobs:
  • Spearheaded the expansion of Toshiba PBX to accommodate rapid office growth and to ensure redundancy.
  • Planned and implemented PBX move to a new location in New York.
  • Managed telecommunications for 8 offices including PBX switches and voice mail.
  • Re-distributed (re-installed) PBX, data servers' disaster recovery.
  • Manage company's telecommunications PBX and cell phone needs.
  • Supported PBX and voice mail systems.
  • Maintain to present, Norstar digital PBX for the Michigan City plant.
  • Implemented Ethernet, Token Ring and LANpac II network topologies and AT&T PBX systems in multiple offices.
  • Installed and maintained Lucent Definity PBX system.

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47. POS

low Demand
Here's how POS is used in Information Technology Support Manager jobs:
  • Proposed and evaluated solutions to social media publishing requirements and identified needed resources to meet the communications needs of the organization.
  • Researched, proposed and implemented WordPress content management system to improve website for better appearance, manageability and customer contact.
  • Provided ongoing administration of office systems and equipment including voice mail systems, local area network, copy/fax/postage equipment.
  • Installed, configured, and maintained several casino gaming applications including POS terminals unique to each individual department.
  • Developed and maintained internal litigation support databases for document reviews, productions and depositions.
  • Decompose high-level business and user requirements into functional requirements and quality requirements.
  • Performed responsibilities similar to the position of Senior Technician with Sony Electronics.
  • Attended nationwide conferences for information gathering and knowledge sharing purposes.
  • Reviewed proposals, obtained clarifications, and recommended a vendor.
  • Collected and tracked metrics for customer service improvement purposes.
  • Evaluated applications software for sales possibilities and support requirements.
  • Coordinated facility disposal and recycling of retired equipment.
  • Provide guidance post physical inventory to Management.
  • Diagnose application/data problems and address where possible.
  • Identified and analyzed POS system requirements.
  • Proposed changes to Management as necessary.
  • Position eliminated due to downsizing.
  • Created bids/proposals and negotiated contracts.
  • Led an 11-member cross-functional application team in positive customer service and overall application management for 350 users and 14 core applications.
  • Reduced delivery costs 5% by automating the handling of units, streamlining financial postings, and boosting on-time delivery rates.

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48. Business Units

low Demand
Here's how Business Units is used in Information Technology Support Manager jobs:
  • Develop a detailed understanding of company operations and establish a solid working relationship with business units throughout the organization.
  • Collaborated with business units to define requirements and translate business objectives into feasible plans.
  • Replicated successful system implementation methodologies across multiple business units and lead ongoing systems support.
  • Lead Application and Technology Teams in delivering strategic initiatives for multiple business units.
  • Developed a team of Business Analysts who supported those applications and acted as liaisons between developers and business units.
  • Designed and standardized processes and procedures for all business units to annually review IT costs and make appropriate adjustments.
  • Worked closely with business units to understand their needs and made suggestions on how we can get things done.
  • Serve as a liaison between the business units and STS providing a high level of support.
  • Created a yearly budget for the department and reallocated the budget to multiple business units.
  • Managed support for 2 key projects involving 30+ US locations for various business units within Maersk lines.
  • Identified, negotiated and monitored KPIs and SLAs with the business units.

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49. Incident Management

low Demand
Here's how Incident Management is used in Information Technology Support Manager jobs:
  • Managed Incident Management team responsible for IT Incident response and coordination for Starbucks Global Technology Services.
  • Coordinated with global IT analysts to improve overall usability of deployed incident management tools.
  • Establish and maintain formal incident management procedures for consistency and increased efficiency.
  • Create incident tickets in BMC Remedy Incident Management Console for production errors for all supported applications.
  • Performed incident management, and problem management duties for high priority Incidents.
  • Establish Global Critical Incident Management function, Service Management function and develop and support Problem Management and Change Management processes.

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50. Problem Resolution

low Demand
Here's how Problem Resolution is used in Information Technology Support Manager jobs:
  • Completed problem/volume analysis/productivity reporting; secure problem resolution activity processes from approval through resource allocation, tracking and resolution stages.
  • Frequent external vendor and manufacturer contact for specialty problem resolution as deemed necessary.
  • Managed the coordination of vendor specific support and problem resolution.
  • Managed problem resolution process for internal and external customers.
  • Mentored others in project management and problem resolution.
  • Develop guidelines and processes for customer problem resolution.
  • Implemented the use of the DMAIC methodology and ITIL fundamentals to reduce repetitive incidents via root cause analysis and problem resolution.
  • Performed technical troubleshooting, problem resolution, and root-cause analysis for senior executive client hardware and software issues.
  • Provided advanced (Level 3) support for proprietary software suite, and documented problem resolution for developers.
  • Contribute to problem resolution by giving in-person, hands-on support to end users at the desktop level.
  • Contribute to problem resolution by escalating issues to level 2 and 3 support personnel as required.
  • Manage and maintain Service Level Agreements; establish problem resolution expectations and time frames.
  • Helped develop and manager IT knowledge tree for use in problem resolutions.
  • Implemented new policies and procedures for faster customer support and problem resolution.
  • Reduced incidents and problem resolution times by 20% throughout the region.
  • Manage and maintain the problem resolution tracking and call volume through HEAT.
  • Demonstrated skills in leadership, process improvement, problem resolution.
  • Supported over 500 customer support requests consisting of independent hands-on PC troubleshooting, network problem resolution, and PC-network configuration.
  • Managed a team of 20 Support Center Analysts responsible for handling all inbound IT support calls and problem resolution and management.
  • Maintain and enforce Customer Support SLA's in consultation with end users to establish problem resolution expectations and timeframes.

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20 Most Common Skill for an Information Technology Support Manager

Computer Hardware15.4%
Customer Service10.9%
Infrastructure8%
Desk Support7.8%
PCS6.2%
Active Directory4.5%
Database4.3%
Backup3.9%

Typical Skill-Sets Required For An Information Technology Support Manager

RankSkillPercentage of ResumesPercentage
1
1
Computer Hardware
Computer Hardware
10.5%
10.5%
2
2
Customer Service
Customer Service
7.4%
7.4%
3
3
Infrastructure
Infrastructure
5.5%
5.5%
4
4
Desk Support
Desk Support
5.3%
5.3%
5
5
PCS
PCS
4.2%
4.2%
6
6
Active Directory
Active Directory
3.1%
3.1%
7
7
Database
Database
3%
3%
8
8
Backup
Backup
2.6%
2.6%
9
9
Email
Email
2.6%
2.6%
10
10
Windows XP
Windows XP
2.5%
2.5%
11
11
Helpdesk
Helpdesk
2.5%
2.5%
12
12
Information Technology
Information Technology
2.4%
2.4%
13
13
Project Management
Project Management
2.4%
2.4%
14
14
Recovery Procedures
Recovery Procedures
2.3%
2.3%
15
15
Setup
Setup
2.3%
2.3%
16
16
Asset Management
Asset Management
2.2%
2.2%
17
17
Technical Support
Technical Support
2%
2%
18
18
SQL
SQL
1.9%
1.9%
19
19
Troubleshoot
Troubleshoot
1.8%
1.8%
20
20
Itil
Itil
1.7%
1.7%
21
21
New Technologies
New Technologies
1.6%
1.6%
22
22
Internet
Internet
1.6%
1.6%
23
23
LAN
LAN
1.6%
1.6%
24
24
VPN
VPN
1.5%
1.5%
25
25
Service Level Agreements
Service Level Agreements
1.5%
1.5%
26
26
Voip
Voip
1.4%
1.4%
27
27
User Accounts
User Accounts
1.4%
1.4%
28
28
Sharepoint
Sharepoint
1.3%
1.3%
29
29
Hardware Issues
Hardware Issues
1.3%
1.3%
30
30
Vmware
Vmware
1.2%
1.2%
31
31
OS
OS
1.2%
1.2%
32
32
Software Applications
Software Applications
1.2%
1.2%
33
33
Application Support
Application Support
1.2%
1.2%
34
34
Mac
Mac
1.1%
1.1%
35
35
Phone System
Phone System
1%
1%
36
36
Citrix
Citrix
1%
1%
37
37
SLA
SLA
1%
1%
38
38
Computer System
Computer System
0.9%
0.9%
39
39
Support Services
Support Services
0.9%
0.9%
40
40
Direct Reports
Direct Reports
0.9%
0.9%
41
41
Unix
Unix
0.9%
0.9%
42
42
Tcp/Ip
Tcp/Ip
0.8%
0.8%
43
43
ERP
ERP
0.8%
0.8%
44
44
CRM
CRM
0.7%
0.7%
45
45
Linux
Linux
0.7%
0.7%
46
46
PBX
PBX
0.7%
0.7%
47
47
POS
POS
0.6%
0.6%
48
48
Business Units
Business Units
0.6%
0.6%
49
49
Incident Management
Incident Management
0.6%
0.6%
50
50
Problem Resolution
Problem Resolution
0.6%
0.6%

27,871 Information Technology Support Manager Jobs

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