IT Support Desk Manager - Remote - Remote Eligible

IT Support Desk Manager - Remote

Attention Military Affiliated Job Seekers - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. If you have the required skill set, education requirements, and experience, please follow the next steps.

Job Description: We are seeking a motivated and experienced IT Support Lead to guide our team of technical support specialists. This role is pivotal in ensuring the stability and performance of our web application by providing expert-level support and leadership. The IT Support Lead will manage a team of specialists responsible for investigating and resolving complex support tickets. This is a hands-on role that involves not only leading a team but also acting as a key communicator between our support staff, client representatives, and IT engineering teams. The ideal candidate is a problem-solver with a knack for improving support processes and a passion for developing tools that empower our support organization.

Key Responsibilities

• Team Leadership and Development: Lead, mentor, and support a team of highly skilled IT Support Specialists. Foster a collaborative and high-performance team culture. Manage ticket queues and ensure timely and effective resolution of all support requests.
• Technical Support and Problem Resolution: Serve as an escalation point for complex technical issues. Utilize SQL queries to research and diagnose issues within the web application. Analyze .NET code to understand application logic and identify root causes of problems. Leverage Azure App Insights to monitor application performance and troubleshoot issues.
• Process Improvement and Tool Development: Identify recurring issues and develop scripts, tools, and documentation to be used by other support tiers for faster resolution. Act as a thought leader in developing innovative solutions to streamline and improve the support process. Collaborate with the IT engineering team to address underlying application issues and prevent future problems.
• Stakeholder Communication: Serve as the primary point of contact for client representatives regarding support issues. Effectively communicate technical information to both technical and non-technical stakeholders. Coordinate with IT engineering staff to escalate and resolve complex technical problems.

Qualifications: 3-5 years of experience in a technical support role, with at least one year in a leadership or mentorship capacity. Strong proficiency in writing and executing SQL queries for data analysis and troubleshooting. Familiarity with .NET code and the ability to read and understand application logic. Experience with Azure App Insights or similar application performance monitoring tools is a plus. Proven ability to lead and motivate a technical team. Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and internal teams. A proactive and solution-oriented mindset, with a passion for continuous improvement. Education: Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.