NEOGOV · 1 month ago
IT Technical Support Manager
Various Locations within the City of El Paso, TX
Full-time
Onsite
Senior Level
$81K/yr - $138K/yr
5+ years expNEOGOV is seeking an IT Technical Support Manager to oversee the day-to-day operations of IT Tier II support. This role involves managing a team of technical support specialists, ensuring effective resolution of IT issues, and maintaining high levels of customer service quality.
GovTechHuman ResourcesInformation TechnologySoftware
Responsibilities
Managing a team of technical support specialists
Providing support for desktop computers, laptops, peripherals, mobile devices, surveillance systems, access control, software installations, and related areas
Ensuring all hardware, software, and peripheral devices are operating on the most current released versions, and that updates and equipment are fully tested before implementation
Coordinate and prioritize the resolution of IT support requests and incidents, ensuring timely and efficient response times
Establish and maintain incident and problem management processes to effectively respond to and resolve IT issues
Coordinate with technical teams to investigate root causes, implement corrective actions, and prevent future incidents
Ensure that incidents are properly identified, prioritized, resolved, and documented
Ensure that requests are handled in accordance with established policies and procedures
Maintain high levels of customer service quality and availability
Track and analyze trends in Support Services requests and generate statistical reports
Assess the need for systems reconfigurations based on trends and make recommendations to department leadership
Oversee the development of information technology strategic goals and objectives provided by departments
Coordinate and manage various special and recurring projects maintaining project timelines
Developing and optimizing technical support processes to meet goals and KPIs
Communicate IT service performance, project updates, and upcoming changes to stakeholders
Collaborate with senior management to allocate resources effectively
Collaborate with IT teams and vendors to resolve issues, optimize service delivery, and implement cost-effective solutions to improve overall IT support services
Manage, control, and oversee assets
Reviewing vendor contracts, reporting inventory, and investigating missing or unaccounted-for assets
Ensuring all items and serial numbers are tagged, recorded, signed for, and checked for damages or issues
Performs periodic audits of the asset management system(s) to verify accuracy and take appropriate action to correct any discrepancies
Conducting audits, security assurance compliance, and validation of assets
Directs processes for the receipt, disposition, tracking, refresh, and retirement and/or disposal of all incoming equipment, validates shipments, and updates the IT asset inventory database(s)
Utilizing an asset management software system or database to scan and log all technology assets received, maintain accurate inventory, and update asset assignments throughout the asset lifecycle
Develop and implement process improvements
Development and distribution of hardware and software metrics and inventory reports to assist management in budget and purchase decision-making
Identifies and determines opportunities for process improvement and contributes to the development of processes and procedures
Manage budget expenditures
Analyze project budget reports to calculate support services expenses
Review plans with various technology subject matter experts, attend meetings, and provide direction to all team members throughout the project life-cycle
Identify and resolve problems and integrate review schedules
Supervise assigned subordinates
Scheduling, assigning, instructing, guiding checking, and evaluating work
Arranging for or engaging in employee training and development
Enforcing personnel rules and regulations, standards of conduct, work attendance, and safe work practices
Counseling, motivating, and maintaining harmonious working relationships among subordinates
Recommending staffing and employee status changes
Qualification
Required
Bachelor's Degree or higher in Computer Information Technology or a related field
Five (5) years of progressively responsible technical experience within a help desk and/or IT support service environment
Two (2) years of supervisory or lead experience
Valid Texas Class 'C' Driver's License or equivalent from another state by the date of appointment
Pass a Criminal Justice Information Systems (CJIS) fingerprint-based background check within the first six months of appointment and maintain CJIS eligibility
Company
NEOGOV
NEOGOV is the leading provider of workforce management software uniquely designed for the public sector, education, and public safety.
501-1000 employees
H1B Sponsorship
NEOGOV has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (13)
2024 (10)
2023 (10)
2022 (18)
2021 (14)
2020 (16)
Funding
Current Stage
Late StageTotal Funding
$700MKey Investors
Warburg Pincus
2025-07-28Secondary Market· $700M
2025-07-28Acquired
2021-06-02Private Equity
Leadership Team
Shane Evangelist
CEO
Brandon McDonald
Head Of Marketing
Recent News
Canada NewsWire
2025-11-14
2025-11-14
Government Technology US
2025-10-31
Company data provided by crunchbase