Enterprise Technology Support Manager

The Enterprise Technology Support Manager leads the Enterprise Technology Support Team, ensuring the efficient delivery of technical support services across the organization. This role is responsible for managing a team of technicians who provide responsive, high-quality support to staff in a fast-paced AEC (Architecture, Engineering, and Construction) environment. The manager drives service excellence through process improvement, team development, and collaboration with IT and business leaders to support the organization's goals and technical needs.

Leadership & Strategy:

Lead, coach, and mentor a team of technicians and support specialists.
• Establish clear team goals, KPIs, and SLAs aligned with business needs through regular engagement with business unit leaders to gather feedback and alignment of services being provided.
• Foster a service-oriented culture that prioritizes user satisfaction and responsiveness.
• Collaborate with IT leadership on strategic initiatives and ensure alignment between support services and organizational objective

Team Operations & Oversight:

• Manage day-to-day operations of the Enterprise Technology Support Team, ensuring timely and effective incident response and issue resolution.
• Oversee ticket intake, triage, and escalation procedures; ensure proper categorization, prioritization, and resolution.
• Monitor team performance metrics, analyze trends, and report on ticket volume, resolution time, and customer satisfaction.
• Serve as point of escalation for complex or critical incidents, ensuring resolution and root cause analysis.
• Responsible for planning team coverage and after-hours support requirements.

Support Function Oversight:

• Guide the team in delivering comprehensive technical support for computers, printers, mobile devices, and applications.
• Ensure the team executes the following core responsibilities effectively:
• Respond to and resolve user inquiries via phone, email, chat, and in person.
• Troubleshoot and resolve hardware, software, and connectivity issues.
• Install, configure, and maintain desktops, laptops, operating systems, and software.
• Manage the device life cycle from procurement through decommission.
• Support network troubleshooting for wired/wireless connectivity and IP-related issues.
• Provide mobile device support and ensure connectivity for all employees.
• Coordinate hardware procurement, maintenance, and vendor support.
• Deliver remote and onsite support using remote desktop and management tools.
• Maintain accurate documentation, asset inventory, and knowledge base resources.
• Provide training and user education on IT tools, security policies, and best practices.

Process Improvement & Compliance:

• Standardize and document support processes, procedures, and escalation paths.
• Promote continuous improvement by identifying opportunities to optimize workflows, enhance automation, and reduce ticket volume through self-service tools.
• Ensure compliance with IT security and data protection policies across all endpoints.
• Partner with cybersecurity and infrastructure teams to support broader initiatives and compliance efforts.
• Support, manage, and promote a standard knowledge management strategy to encourage self-service and first-contact resolution.

Required:

• Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent work experience).
• 15+ years of experience in IT support with 5+ years in a supervisory or management role.
• Proficient in Microsoft 365, Windows OS, Active Directory, endpoint management, and help desk software.
• Demonstrated ability to manage a high-performing team in a fast-paced, multi-location environment.
• Excellent communication, analytical, and customer service skills.

Preferred:

• Experience supporting AEC-specific applications and field-based IT operations.
• ITIL Foundation certification or similar IT service management training.
• Experience implementing knowledge bases or self-service portals.

Working Conditions:

• Primarily office-based with occasional travel.
• Occasional after-hours or weekend support may be required for critical incidents or system maintenance.

• Salary Range: $105,000-$117,000/year depending on location, education, experience, and any certifications that are directly related to the position.
• Benefits include health, dental and vision insurance, life insurance, 401K, PTO & paid holidays.