Garrison Associates LLC ยท 3 weeks ago
IT Support Lead / Manager - IT Services
New York, NY
Full-time
Onsite
Senior Level
5+ years expGarrison Associates LLC is a leading writer of Property & Casualty Reinsurance seeking an IT Lead/Manager in their NY office. The role involves managing strategic initiatives and workflows for the global operations team, providing technical support, and ensuring a seamless IT experience for employees.
Financial ServicesHuman ResourcesRecruitingStaffing Agency
Hiring Manager
Ed Ashburn
Responsibilities
Support the IT Service Delivery Manager in leading the IT Support team, ensuring alignment with business priorities, SLA adherence, and compliance with global service standards
Oversee BAU operations including ticket management, procurement, invoice processing, onboarding/offboarding, and patching cycles, while mentoring team members for consistent execution and knowledge transfer
Provide oversight and direction to IT members and direct reports, to ensure members are focused on items that are important to the business and aligns with IT service delivery
Deliver expert-level support for Windows 10/11, macOS, Microsoft365, enterprise applications, and advanced server OS environments
Perform advanced diagnostics, repair, and integration for desktops, laptops, mobile devices, printers, peripherals, and server hardware
Manage full user lifecycle, including permissions, access control, provisioning, and policy enforcement across Active Directory, Exchange, and Azure AD
Collaborate with local IT members, architecture and operations teams to resolve technical issues and manage resources for high-quality end-user support
Lead resolution of complex, cross-system issues through root cause analysis and appropriate resource engagement
Oversee hardware lifecycle management and automation, ensuring device and data security and integrity
Provide local and global support, acting as smart hands for IT functions during installations and advanced troubleshooting
Maintain vendor and supplier relationships to support operational efficiency and compliance
Enforce IT policies and ensure global teams adhere to standards and compliance requirements
Research emerging technologies and recommend solutions to enhance service delivery
Lead training, coaching, and mentoring initiatives to build team capabilities and foster continuous development
Analyze support trends and team performance to identify improvement opportunities
Conduct system health checks and reporting, proactively addressing monitoring gaps
Act as content steward by maintaining troubleshooting records, contributing to the knowledge base, and creating/delivering training materials and sessions
Build strong stakeholder relationships and drive collaboration across functional groups, serving as a role model for the team
Serve as Incident Response Technical Manager for endpoint-related incidents, ensuring swift and effective resolution
Provide out-of-office support, including queue monitoring, basic issue resolution, and acting as a backstop resource when needed
Accountable for driving vulnerability remediation and ensuring security SLAs are met, guiding IT members in addressing identified risks
Design, document, and remediate ITSM and Hardware Asset Management (HAM) processes
Participate in disaster recovery planning, testing, and execution
Rotate with Level 3 & 4 analysts for scheduled server patching maintenance windows
Mentor and coach global team members
Qualification
Required
5+ years of experience in a technical support or helpdesk environment
Proficiency in supporting Windows and Mac OS X operating systems
Experience with Mac device deployment, management, and security compliance
Familiarity with Microsoft365, Active Directory, and basic networking concepts
Experience using SCCM, Patch My PC, or Altiris SMA for software deployment and patch management
Strong communication and customer service skills
Ability to manage multiple tasks and prioritize effectively in a fast-paced environment
A relevant IT certification (e.g., ITIL Expert, advanced certifications such as Azure, VMware, etc.) is a plus
Preferred
Bachelor's or higher, with specialized training. Build management skills
ITIL Expert, advanced certifications or experience with ITSM tools (e.g., ServiceNow, Jira Service Desk)
Exposure to mobile device management (MDM) platforms
Deep understanding with Apple Business Essentials and MS Intune integration/platform support
Experienced scripting knowledge (e.g., PowerShell)
Company
Garrison Associates LLC
Garrison Associates concentrates on the full-time contingency placement business.
2-10 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase