Lead and mentor the IT Support team, fostering a collaborative environment and ensuring high-quality technical support.
Work with vendors for licensing and contracts management.
Provide laboratory, office, and remote users technical support via remote tools, phone, email and chat.
Develop and implement IT policies and best practice guides to enhance service delivery.
Consistently strive to provide the ultimate client experience by being responsive and empathetic to users’ IT issues.
Prioritize, schedule, and resolve service desk incidents and requests in a timely and efficient manner.
Provide support for account and group administration of on-premise and cloud-based applications.
Diagnose and resolve hardware and software issues, guiding staff through steps.
Testing and documentation of new solutions and processes to continually improve IT services and support.
Ability to train end users on IT applications and systems as needed.
Provide support on lab systems, label printers, copiers, and other electronics as needed.
Participate in evaluations of new software, hardware, and tools.
Assist with strategic initiatives providing input into IT processes, procedures, and service level development.
Participate in decisions regarding downtime impact on users through accurate communication, planning of scheduled downtime, and quick problem resolution.
Creation of knowledgebase articles and documentation as required.
All other duties as assigned by management.

Education: HS Diploma/GED required, Associates Degree or higher preferred
1-3 years of experience in IT Support management
Experience working with AD, M365/O365 Admin Centers, application provisioning, and troubleshooting.
Experience with ServiceNow or other ITSM platforms.
Knowledge of networking fundamentals.
Must have strong customer service skills with an ability to communicate technical issues to non-technical users.
Available to provide on-call, after-hours support for priority tickets as needed.

IT Support Manager

Key skills