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Technical Support Manager

IT

Crafton, PA

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Summary

Summary:

Reporting to the Director of IT and Service Operations, the Technical Support Manager will lead a group of Support Engineers, Warehouse employees and Field Technicians.

Essential Duties & Responsibilities

Essential Duties & Responsibilities:

  • Ensure that Tier II Support Engineers work towards goals and comply with support processes and SLA agreements.
  • Drive ticket resolution by monitoring progress through our CRM.
  • Work with HR Manager to hire, develop, and grow the technical support team to retain our best talent.
  • Continuously improve support team processes by working with VP of Operations.
  • Effectively triage support tickets and exercise good judgement based on issue severity.
  • Lead projects within the technical support group.
  • Demonstrate support ticket resolution best practices for the Support Engineers and handle cases for at-risk accounts.
  • Use analytical techniques to efficiently resolve complex issues.
  • Interact professionally with customers ranging from C-level executives to IT staff.
  • Positively represent the company and develop goodwill in all customer interactions.
  • Run reports to be an effective member of the leadership team to collaborate best practices.
  • Manage warehouse operations including inventory and inventory levels.
  • Manage Field Technicians and ensure that work is being completed as scheduled.
  • Manage the deployment, monitoring, maintenance, development, upgrade, and support of all IT systems, including servers, PCs, operating systems, telephones, software applications, and peripherals.
  • Provide expertise and support during system upgrades, installations, conversions, and file maintenance.
  • Oversee systems development and enhancement and the integration of new systems with existing systems.
  • Communicate regularly with executive management and other department managers.
  • Meet regularly with the Director of IT Services to collaborate.
  • Develop workflows and standard operating procedures and best practices, including written protocols and guidance to IT staff and end-users.
  • Ensure the creation and maintenance of all written documentation, including system and user manuals, license agreements, and documentation of modifications and upgrades.
  • Manage servers, security solutions, network hardware and equipment.
  • Negotiate and administer vendor, outsource, and consultant contracts and service agreements.
  • Performs other duties as assigned.

Additional Experience

Additional and/or Specific Skills:

  • Proficient in MS Office Suite.

 

  • Exceptional analysis, troubleshooting and problem-solving skills.
  • Strong oral and written communication skills
  • Solid documentation skills.
  • Must be highly organized – demonstrated success managing multiple tasks with laser focus on detail as well as proven project management experience with ability to establish and meet objectives on time.
  • Maintain confidentiality of work related information and materials.
  • Detail oriented and able to work independently or as part of a team.
  • Independent critical thinking and creative problem-solving skills.
  • Comfort with ambiguity and ability to navigate uncertainty.
  • Interest in working as part of a small and growing company, with awareness about the opportunities and challenges that come with a highly adaptive environment.
  • Experience with Domains/Domain Controllers.
  • Experience with staging and imaging computers.
  • Understanding of software deployment.
  • Knowledge and experience with Computer hardware.
  • Knowledge and experience with Networking.
  • Experience with staff management.
  • Fluent in English.

Required Education & Experience

Education & Experience:

  • Bachelor’s Degree in IT, Networking, or related field.
  • Experience managing the work of a support team of 5-15 skilled individuals with responsibility for coaching and developing.
  • Strong technical background, troubleshooting, and problem-solving skills in a professional environment.
  • Ability to work effectively in a team.
  • Ability to adapt to an agile work environment and assist the team in adapting to changes.
  • ITIL, Six Sigma, Quality Management and Continuous Improvement certifications are a plus but not required.
  • One of the following certifications preferred: CompTIA A+ Certification, CompTIA Network+ Certification, CompTIA Security+ Certification, Cisco CCNA Certification, Cisco CCNP Certification

Job Environment:

  • Long periods of sitting.
  • Call Center Noise.
  • Medium to heavy phone exposure.
  • Repetitive Typing.

Travel/Vehicle:

  • Limited travel up to 10% to assist Field Technicians when needed.

Supervisory:

  • Direct responsibility for Support Engineers, Warehouse Manager, IT Staff and Field Technicians.

Attendance Requirements:

  • Regular and reliable attendance is required. Individuals must be able to work at least a 40 hour work week, Monday through Friday and be available as situations arise requiring extended hours.
Health Insurance
Health Insurance
Dental Insurance
Dental Insurance
Vision Insurance
Vision Insurance
Flexible Spending Account
Flexible Spending Account
Health Insurance
Health Insurance
Guaranteed $20,000 life insurance
Guaranteed $20,000 life insurance
6 Holidays
6 Holidays
13 days PTO
13 days PTO
Short /Long Term Disability Insurance
Short /Long Term Disability Insurance
EAP Program
EAP Program
Voluntary Life Insurance
Voluntary Life Insurance
Travel Discount Program
Travel Discount Program
Bonus Program
Bonus Program
Commission Program
Commission Program
Contract work
Remote work
Health Insurance
13-22 days PTO
Flexible Bonus System
8 Holidays
Education
Full refund business trips
Payment for sports
Hall of fame

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