IT Support Manager - Linux/Windows OS (5-7 yrs)

Job Description :

Key Responsibilities :

Team Leadership and Management :

- Lead, mentor, and support a team of IT Support Engineers.

- Coordinate and manage team tasks to ensure efficient support operations.

- Set performance goals, conduct reviews, and provide regular feedback to team members.

Help Desk and End-User Support :

- Manage and respond to help desk tickets, phone calls, emails, and other support requests.

- Document, track, and monitor support requests to ensure timely resolution and user satisfaction.

- Troubleshoot and provide support for macOS, Linux, and Windows issues across laptops and desktops.

- Provide clear, non-technical instructions to users to resolve issues effectively.

AWS and Server Management :

- Assist with setup, maintenance, and troubleshooting of AWS server environments.

- Collaborate with the software development team on infrastructure needs and issues.

- Support both on-site local servers and remote servers, ensuring reliability and uptime.

Network and VoIP Infrastructure :

- Maintain and troubleshoot local network infrastructure and internet connectivity.

- Manage VoIP infrastructure, including RingCentral and related systems.

- Regularly assess and upgrade network components to maintain optimal performance.

Hardware and Software Management :

- Oversee procurement, setup, and deployment of hardware (laptops, desktops) for new and existing employees.

- Install, configure, and troubleshoot software tailored to team needs (e., Adobe Creative Suite for design teams, XCode for iOS developers, Data Studio for analysts).

- Manage and track software licenses, ensuring compliance and efficient allocation.

- Maintain accurate records of hardware, software, and consumable inventory.

System Administration and Security :

- Manage Google Workspace accounts, permissions, and troubleshooting.

- Regularly update IT Service Desk policies and procedures to reflect current best practices.

- Ensure data and network security across all devices and services, applying consistent security policies across operating systems.

Required Skills and Qualifications :

- Bachelor's degree in IT, Computer Science, or a related field.

- Minimum 5 years of experience in an IT support role, with at least 2 years in a team management capacity.

- Strong technical background with proficiency in troubleshooting macOS, Linux, and Windows operating systems, as well as software, hardware, network, and VoIP issues.

- Experience with AWS and cloud server management.

- Excellent verbal and written communication skills, with the ability to provide clear instructions to both technical and non-technical users.

- Team management skills with a proven track record of effective leadership.

- Familiarity with software license management and installation across teams with specific needs.

- Experience managing Google Workspace administration and network infrastructure.

- Strong organizational skills and attention to detail, especially in documenting and tracking support requests