It Support Manager

Job Summary:

The IT Support Manager is responsible for managing all helpdesk/support operations and for ensuring that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests. The position will also directly contribute to problem resolution by giving in-person, hands-on support to end users, advanced technical assistance as needed by support staff, and by acting as the primary escalation point for all end user issues.

Essential Functions:

• Establishing Service Level Agreements and Procedures for the support team that align with existing corporate policies and procedures
• Owning all aspects of the ticketing process including organizing the ticketing system, establishing ticket related SLAs and escalation processes, ticket prioritization, and day to day queue management
• Managing the lifecycle of end user equipment and software including the procurement of new hardware and licensing as needed
• Streamlining user onboarding and offboarding processes to ensure both consistency of the new user experience and completeness of securely offboarding departing users
• Managing support team schedules and availability to provide on-site coverage of daily support needs and responsiveness to end users.
• Working with support staff to ensure they remain focused on issue resolution, projects, and support requests
• Encouraging the growth of individual team members by assisting on difficult issues and helping them resolve issues themselves to improve their knowledge, skills, and motivation
• Utilizing technical knowledge and troubleshooting skills to tackle complex issues leveraging both internal IT and external resources to find solutions
• Staying abreast of both new technologies and those utilized throughout the facility and helping guide the IT decision making process to take advantage of newer tech to maximize effectiveness
• Being the escalation point for all support issues and providing proper prioritization of urgent requests to limit the disruption of standard SLAs
• Acting as the primary point of contact for management to discuss the support needs of their teams and upcoming projects
• Leading by example in setting a standard of excellence and holding yourself accountable in solving issues the right way to inspire others to do the same

Required Skills/Abilities:

• Exceptional and well-practiced interpersonal and communication skills, both written and verbal
• Proven ability to meet end user support needs and provide both excellent customer service and customer satisfaction
• Demonstrated ability to embrace new technologies and adapt to rapid changes in direction and priorities
• Strong analytical skills and a high degree of proficiency in general problem solving
• Good working knowledge of PC and server hardware, Microsoft Windows, the MS Office Suite, etc. (required)
• Acumatica, Acrobat, Bluebeam, Maximo, or Power BI a plus
• Solid understanding of concepts like Identity and Access Management (IAM) and Mobile Device Management (MDM) (required)
• Microsoft Entra (Azure AD) and Intune experience a plus
• General knowledge of networking concepts (TCP/IP, routing, switching, subnetting, DHCP, DNS, NAT, VPN, etc.) and troubleshooting issues with connectivity over copper/fiber ethernet, WiFi etc. (required)
• Palo Alto, Cisco, and Juniper JunOS/Mist experience a plus
• Familiarity with public cloud environments (Azure, AWS, Google Cloud) a plus
• Experience implementing ticketing and/or RMM systems a plus
• Strong grasp of SOX compliance and general change management preferred
• Knowledge of ITIL v3/v4; experience implementing either preferred

Supervisory Responsibilities:

• Recruits, interviews, hires, and trains new staff
• Oversees the daily workflow of the department
• Provides constructive and timely performance evaluations
• Handles discipline and termination of employees in accordance with company policy

Education and Experience:

• Minimum of 10 years working in a technical support role as well as 5 years of management experience
• Technology certifications preferred
• Experience interfacing with various business groups ranging from end-users to senior leaders
• Experience troubleshooting issues with PCs, Laptops, Servers required.
• Project management experience preferred
• Refinery or similar industry experience, especially working with control systems (Honeywell Experion) preferred

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer
• Must be able to lift up to 15 pounds at times
• Ability to perform repetitive movements over long periods of time

Other duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Equal Employment Opportunity

Global Clean Energy Holdings provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.