IT Manager with Salesforce and Technical Expertise
Budget: $4 – $8 USD
# IT Manager - Technical Operations & Team Leadership
## POSITION OVERVIEW
We are seeking a dynamic IT Manager to lead our technical support operations and drive exceptional service delivery. This critical role combines hands-on technical expertise with team leadership to ensure seamless IT operations and customer satisfaction. You'll be responsible for managing high-volume ticket resolution while mentoring and collaborating with our support team member.
## KEY RESPONSIBILITIES
### Technical Leadership
- Resolve 50+ technical tickets daily through efficient triage, troubleshooting, and resolution
- Manage and maintain Windows Server environments ensuring optimal performance and security
- Oversee Microsoft 365 administration including user management, licensing, and troubleshooting
- Utilize Ninja RMM for proactive monitoring, maintenance, and remote support
- Perform advanced technical troubleshooting across diverse IT infrastructure and systems
### Team Management & Collaboration
- Supervise and mentor a dedicated ticket processing specialist
- Coordinate workflow distribution to maximize team efficiency and ticket resolution rates
- Provide technical guidance and knowledge transfer to support team growth
- Establish and maintain service quality standards and best practices
### Operational Excellence
- Develop and implement standardized processes for ticket handling and escalation
- Monitor system performance and proactively address potential issues
- Maintain comprehensive documentation for procedures and solutions
- Generate reports on ticket metrics, resolution times, and team performance
## REQUIRED QUALIFICATIONS
### Technical Expertise
- 5+ years of IT management experience with proven track record in technical leadership
- Expert-level knowledge of Windows Server administration and troubleshooting
- Advanced proficiency with Microsoft 365 suite (Exchange Online, SharePoint, Teams, etc.)
- Hands-on experience with Ninja RMM or similar monitoring and management platforms
- Strong background in network troubleshooting, hardware diagnostics, and system optimization
### Leadership & Soft Skills
- Proven leadership abilities with experience managing technical teams
- Excellent communication skills for both technical and non-technical stakeholders
- Strong problem-solving mindset with ability to work under pressure
- Exceptional time management and prioritization skills in high-volume environments
## PREFERRED QUALIFICATIONS
- Industry certifications such as Microsoft Certified: Modern Desktop Administrator, CompTIA Server+, or equivalent
- Experience with ITIL framework and service management best practices
- Background in cybersecurity and compliance requirements
- Familiarity with additional RMM tools and ticketing systems
- Bachelor's degree in Information Technology, Computer Science, or related field
## WHAT WE OFFER
- Competitive salary commensurate with experience
- Flexible work arrangements and modern technology tools
- Collaborative team environment with growth potential
## POSITION DETAILS
- **Employment Type:** Full-time, ongoing position, Shift schedule 9am-6pm EST
- **Work Environment:** Fast-paced technical support environment
- **Team Size:** You + 1 ticket processing specialist
- **Performance Metrics:** Ticket resolution rates, response times, customer satisfaction
## READY TO LEAD OUR TECHNICAL OPERATIONS?
If you're a technically skilled leader who thrives in high-volume environments and enjoys mentoring others while solving complex technical challenges, we want to hear from you. Join our team and make a direct impact on our IT operations excellence.
## POSITION OVERVIEW
We are seeking a dynamic IT Manager to lead our technical support operations and drive exceptional service delivery. This critical role combines hands-on technical expertise with team leadership to ensure seamless IT operations and customer satisfaction. You'll be responsible for managing high-volume ticket resolution while mentoring and collaborating with our support team member.
## KEY RESPONSIBILITIES
### Technical Leadership
- Resolve 50+ technical tickets daily through efficient triage, troubleshooting, and resolution
- Manage and maintain Windows Server environments ensuring optimal performance and security
- Oversee Microsoft 365 administration including user management, licensing, and troubleshooting
- Utilize Ninja RMM for proactive monitoring, maintenance, and remote support
- Perform advanced technical troubleshooting across diverse IT infrastructure and systems
### Team Management & Collaboration
- Supervise and mentor a dedicated ticket processing specialist
- Coordinate workflow distribution to maximize team efficiency and ticket resolution rates
- Provide technical guidance and knowledge transfer to support team growth
- Establish and maintain service quality standards and best practices
### Operational Excellence
- Develop and implement standardized processes for ticket handling and escalation
- Monitor system performance and proactively address potential issues
- Maintain comprehensive documentation for procedures and solutions
- Generate reports on ticket metrics, resolution times, and team performance
## REQUIRED QUALIFICATIONS
### Technical Expertise
- 5+ years of IT management experience with proven track record in technical leadership
- Expert-level knowledge of Windows Server administration and troubleshooting
- Advanced proficiency with Microsoft 365 suite (Exchange Online, SharePoint, Teams, etc.)
- Hands-on experience with Ninja RMM or similar monitoring and management platforms
- Strong background in network troubleshooting, hardware diagnostics, and system optimization
### Leadership & Soft Skills
- Proven leadership abilities with experience managing technical teams
- Excellent communication skills for both technical and non-technical stakeholders
- Strong problem-solving mindset with ability to work under pressure
- Exceptional time management and prioritization skills in high-volume environments
## PREFERRED QUALIFICATIONS
- Industry certifications such as Microsoft Certified: Modern Desktop Administrator, CompTIA Server+, or equivalent
- Experience with ITIL framework and service management best practices
- Background in cybersecurity and compliance requirements
- Familiarity with additional RMM tools and ticketing systems
- Bachelor's degree in Information Technology, Computer Science, or related field
## WHAT WE OFFER
- Competitive salary commensurate with experience
- Flexible work arrangements and modern technology tools
- Collaborative team environment with growth potential
## POSITION DETAILS
- **Employment Type:** Full-time, ongoing position, Shift schedule 9am-6pm EST
- **Work Environment:** Fast-paced technical support environment
- **Team Size:** You + 1 ticket processing specialist
- **Performance Metrics:** Ticket resolution rates, response times, customer satisfaction
## READY TO LEAD OUR TECHNICAL OPERATIONS?
If you're a technically skilled leader who thrives in high-volume environments and enjoys mentoring others while solving complex technical challenges, we want to hear from you. Join our team and make a direct impact on our IT operations excellence.