IT Support Services Manager Job at Eternal Word in Birmingham

IT Support Services Manager

As the IT Support Services Manager, you will lead a team of dedicated technicians to deliver exceptional technical support across the organization. You will manage the help desk system, drive resolution of hardware and software issues, and ensure a seamless IT experience for internal users. Your leadership will empower the team to provide timely, effective solutions that keep our mission-driven organization running smoothly.

Lead and mentor a team of IT Support Technicians, fostering growth through coaching and training.

Oversee performance reviews and identify opportunities for skill development and process improvement.

Manage the escalation process for troubleshooting and ensure timely resolution of complex issues.

Maintain strong relationships with internal users and cross-functional teams.

Administer hardware/software provisioning and support across the organization.

Collaborate on IT budgeting and equipment sourcing.

Coordinate with other departments to resolve networking and application issues.

Ensure follow-up and communication with users on support requests.

Make quick, informed decisions aligned with departmental guidelines.

Monitor support trends and proactively address recurring issues.

Use diagnostic tools to resolve network connectivity problems.

Communicate effectively with management regarding departmental IT concerns.

Stay current on operating systems and application software to maintain high support standards.

3+ years of experience in PC hardware and operating systems support, including installation and troubleshooting.

Bachelor's degree in Information Systems or Computer Science OR Associate's degree with 3+ years of Support Technician experience.

Strong analytical, technical, and communication skills.

Ability to lift up to 50 lbs and handle equipment physically.

Positive, professional demeanor with a user-first attitude.

Skilled in multitasking and prioritizing under deadlines.

Experience with Apple hardware/software is a plus.

Passion for continuous learning in computer technology.

Knowledge of the Catholic faith and EWTN's mission is preferred.

We offer a career with purpose! Apply your God-given talents, knowing your contributions help to advance EWTN's mission of sharing the Gospel with the world.

Caring environment. We value the importance of family/life balance and welcome you as an EWTN family member, not just an employee.

Worship at work! Freedom to participate in Mass, visit the chapel for prayer or attend an annual retreat.

Competitive salary and comprehensive benefits package including Health, Dental, Vision, Life & Disability insurance and Retirement Savings Plan.

11 Paid Holidays and generous Paid Time Off program.

Tuition reimbursement for online continuing education and degree programs through our partnership with Catholic International University.

Ability to learn alongside legacy employees while bringing new ideas to the growing team.