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El Paso Water · 1 month ago

IT Technical Support Manager

El Paso, TX

Full-time

Onsite

Senior Level

$81K/yr - $138K/yr

5+ years exp

El Paso Water is seeking an IT Technical Support Manager to oversee the day-to-day operations of IT Tier II operations support. The role involves managing a team of technical support specialists, ensuring timely resolution of IT support requests, and overseeing the development of IT strategic goals and objectives.

Service IndustryWaterWater Purification

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

Ensures 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

Technical support managementHelp desk experienceAsset managementCustomer serviceProject managementSupervisory skillsProcess improvementStatistical reportingTeam collaboration

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