IT Support Manager

Vintti is a staffing agency dedicated to boosting the economic efficiency of US companies. We provide access to a diverse range of skilled Latin American professionals, allowing businesses to build robust teams without the traditional high costs associated with domestic hiring. Our model supports companies in maximizing their resources, driving innovation, and achieving sustainable growth.

An IT Support Manager is responsible for overseeing the seamless operation of an organization's IT support services. This role involves managing a team of IT professionals who provide technical assistance and troubleshooting to employees, ensuring prompt resolution of IT-related issues. The IT Support Manager works to maintain and optimize the IT infrastructure, implement efficient support processes, and coordinate training for staff on new technologies and systems. Additionally, they play a crucial role in developing and enforcing IT policies, managing software and hardware assets, and ensuring data security and compliance.

- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Proven experience as an IT Support Manager or similar role.
- Strong technical background with hands-on experience in IT support and troubleshooting.
- Excellent understanding of IT infrastructure, including hardware, software, and network systems.
- Proficiency in using ticketing systems and IT support tools.
- Exceptional leadership and team management skills.
- Strong communication and interpersonal skills.
- Ability to analyze and resolve complex technical issues.
- Experience with ITIL or similar IT service management frameworks.
- Ability to manage multiple tasks and prioritize effectively.
- Strong problem-solving skills and attention to detail.
- Experience in conducting root cause analysis and implementing long-term solutions.
- Proficiency in documenting IT processes and procedures.
- Familiarity with budget planning and cost management.
- Knowledge of emerging technologies and industry best practices.
- Experience in vendor management and negotiating service contracts.
- Understanding of compliance and regulatory requirements related to IT.
- Strong customer service orientation.
- Ability to work effectively under pressure and handle escalations.
- Certification in relevant IT fields (e.g., Microsoft, Cisco, ITIL) is a plus.

- Oversee daily IT support team operations.
- Monitor and manage incoming support requests.
- Prioritize, assign, and track IT support tickets.
- Provide technical guidance and mentorship to IT support staff.
- Conduct regular team meetings for updates and process improvements.
- Collaborate with departments to address IT-related needs.
- Perform root cause analysis for recurring incidents.
- Maintain and update IT support documentation.
- Ensure proper functioning of IT infrastructure.
- Coordinate IT equipment lifecycle management.
- Develop and deliver end-user training programs.
- Monitor and analyze IT support performance metrics.
- Handle escalations and advanced troubleshooting.
- Assist in IT budget planning and management.
- Stay up-to-date with emerging technologies and best practices.
- Manage vendor relationships and service contracts.
- Facilitate regular audits and compliance checks.
- Develop strategies to improve customer satisfaction.
- Act as a liaison between IT support and senior management.

The ideal candidate for the IT Support Manager position will be a highly skilled and experienced professional with a Bachelor’s degree in Information Technology, Computer Science, or a related field and a proven track record in a similar role. This individual will possess a robust technical background, demonstrated by hands-on experience with IT support and troubleshooting, coupled with a deep understanding of IT infrastructure, including hardware, software, and network systems. Their proficiency with ticketing systems, IT support tools, and ITIL or other IT service management frameworks will enable them to manage and prioritize multiple tasks effectively. Exceptional leadership and team management skills will be vital, as they will oversee and mentor a diverse team of IT support professionals. Strong communication and interpersonal skills will allow them to collaborate efficiently with other departments and manage vendor relationships. The candidate will be adept at analyzing and resolving complex technical issues, conducting root cause analysis, and implementing long-term solutions, ensuring the highest levels of customer satisfaction and support efficiency. They will also have experience in budget planning and cost management, with a strategic mindset to adapt to emerging technologies and industry best practices continuously. Personal attributes such as a proactive approach to problem-solving, detail-oriented nature, strong organizational skills, and the ability to handle high-pressure situations with patience and empathy will be essential. The ideal candidate will also exhibit strong ethical standards and integrity, a commitment to continuous learning and improvement, and the capacity to guide and develop their team members. Certifications in relevant IT fields, such as Microsoft, Cisco, or ITIL, would further set them apart as highly qualified for this role.

- Oversee the daily operations of the IT support team, ensuring timely and effective support to end-users.
- Monitor and manage incoming support requests through various channels, including phone, email, and ticketing systems.
- Prioritize, assign, and track IT support tickets to ensure efficient resolution and meet service level agreements (SLAs).
- Provide technical guidance and mentorship to IT support staff, fostering skill development and knowledge sharing.
- Conduct regular team meetings to discuss ongoing issues, updates, and process improvements.
- Collaborate with other departments to identify and address IT-related needs and challenges.
- Perform root cause analysis for recurring incidents and implement long-term solutions to prevent reoccurrence.
- Maintain and update documentation related to IT support processes, policies, and procedures.
- Ensure the proper functioning and maintenance of IT infrastructure, including hardware, software, and network systems.
- Coordinate and manage IT equipment lifecycle, including procurement, deployment, and decommissioning.
- Develop and deliver training programs for end-users to enhance their understanding and usage of IT systems and tools.
- Monitor and analyze performance metrics to evaluate the effectiveness of the IT support team and identify areas for improvement.
- Handle escalations from team members, providing advanced troubleshooting and resolution when necessary.
- Assist in budget planning and management, ensuring cost-effective use of IT resources.
- Stay up-to-date with emerging technologies and industry best practices to continuously improve IT support services.
- Manage vendor relationships and service contracts to ensure high-quality and cost-effective solutions.
- Facilitate regular audits and compliance checks to ensure adherence to internal and external standards.
- Develop and implement strategies to improve customer satisfaction and support experience.
- Act as a liaison between IT support and senior management, providing updates on team performance and key initiatives.

- Proven leadership abilities
- Strong teamwork and collaboration skills
- Excellent problem-solving capabilities
- High degree of technical proficiency
- Exceptional communication skills
- Strong customer service orientation
- Ability to handle high-pressure situations
- Detail-oriented mindset
- Strategic thinking and planning capabilities
- Adaptability to emerging technologies
- Proactive approach to identifying and addressing issues
- Strong organizational skills
- Ability to mentor and guide team members
- Commitment to continuous learning and improvement
- Strong ethical standards and integrity
- Ability to build and maintain vendor relationships
- Effective time management skills
- Patience and empathy when dealing with end-users
- Willingness to take initiative and drive change

- Competitive salary range ($70,000 - $100,000 annually)
- Comprehensive health benefits, including medical, dental, and vision insurance
- Retirement savings plan with employer match (401(k) or similar)
- Paid time off (vacation, sick leave, and holidays)
- Flexible work hours and remote work options
- Professional development opportunities and training programs
- Tuition reimbursement or education assistance
- Performance-based bonuses and incentives
- Life and disability insurance coverage
- Employee wellness programs and resources
- Access to cutting-edge technology and tools
- Opportunities for career advancement and growth
- Collaborative and inclusive work environment
- Company-sponsored social events and team-building activities
- On-site amenities (e.g., fitness center, cafeteria) if applicable
- Employee referral bonus program
- Commuter benefits or transportation assistance
- Generous parental leave policies
- Employee discount programs and corporate partnerships