The Internal IT Support Manager is responsible for the overall planning, organizing, execution of IT services within Pax8. This position involves managing support engineers to ensure day-to-day incidents/requests are completed in line with ITIL standards and within budget. The internal IT support manager is responsible for maintaining the skills/knowledge of the IT support team and deliver excellent service across Pax8 business units.

The goal of the internal IT manager is to drive efficiency and enhance productivity across the team, also evaluate existing tools/systems and recommend new systems and software to drive efficiency and compliance within Pax8.

Job Description:

The Internal IT support manger is responsible for day-to-day operations of our internal computer systems and network, ensuring 24x7 operations of systems and when problems arise, effectively and efficiently determine the appropriate corrective action and restore service. The internal IT support manager needs to evaluate and gain a complete understanding of our internal systems and provide recommendations for end of life systems. The internal IT support manager must have exceptional leadership and problem-solving skills, and possess outstanding communication with senior management, vendors, and internal teams. They should also be self-starter who are flexible and work well with upper management and Pax8 employees.

Responsibilities

• Direct and manage internal support technicians
• Prioritize IT related problems and escalate within the as necessary
• Assign problems/incidents to support technicians
• Analyze and monitor internal systems and identify systems that could be a risk to our business operations
• Evaluate workload and determine resources needed to maintain business efficiency
• Follow up with senior management and gauge their satisfaction with technical support services and implement corrective action as needed
• Direct management of internal technical support team and identify training needs and develop and career plan for team members.
• Manage break-fix support on internal systems
• Measure support services and achieve service restoration SLA’s
• Define, prioritize, and resolve all support requests in an organized, efficient and productive manor
• Create and maintain system and network documentation.
• Coordinate IT projects and manage resources 
• Establish a strong relationship with our product vendors
• Advise and build an ITIL support structure and documents ITIL standards and procedures
• Monitor technical project deliverables and provide recommendations to senior management

Skills and Job Related Experience:

• Excellent analytical and problem-solving skills, combined with the ability to provide quick resolution to problems.
• Proven working experience as an IT support manager with experience managing support engineers
• Excellent knowledge of system triage, information analysis and of computer hardware/software systems.
• Hands-on experience with computer networks, network administration, system migrations
• Ability to communicate professionally by phone, email or in person
• A self-directed go getter who can lead projects
• Maintain a strong relationship with product vendors
• Must be customer service oriented and work well in a team and encourage collaboration across all teams.
• Demonstrate a technical knowledge of network topology, operating systems, protocols, and system integration.
• Excellent technical troubleshooting skills
• Strong analytical and organizational skills
• Experienced analyzing project scope and preparing project plans
• Track deliverables and manage to budgets
• Experience creating and maintaining IT configuration and knowledgebase documentation.
• Be a technical lead for ITIL standards and compliance

Qualifications

• B.S. degree in Information Systems, Engineering or Computer science
• 5+ years relevant experience managing IT support teams or similar experience in lead technical support role
• MCSA or RHCSA certifications (preferred)
• MS Office suite (including MS Project and advance Excel skills) and Sharepoint
• Project Management certified (optional)
• ITIL foundation certification