Steamboat Group · 4 hours ago
Technical Support Manager
Kennesaw, GA
Full-time
Onsite
Mid, Senior Level
5+ years expSteamboat Group is seeking a Technical Support Manager responsible for ensuring outstanding customer service through direct IT support to employees and customers. The role involves supervising the Help Desk, managing technical support staff, and overseeing the implementation, operation, and maintenance of software and systems.
FinanceFinancial ServicesInsurance
Responsibilities
Leads the Helpdesk in engaging in proactive planning and support and organizing the Helpdesk to be flexible and adaptable in meeting the changing needs of the organization
Schedules staff to ensure appropriate Help Desk coverage during normal business hours and on-call support as required
Oversees help desk staff and monitors the help desk queue and, in conjunction with users, isolates problems from symptoms, determines solution or alternatives, develops and implements a timely resolution and communicates procedure changes with all users as appropriate
Coordinates training requirements of Help Desk personnel
Provides staff support for administrative tasks and projects relative to the Desktop, Wide Area Network, Local Area Network and Telephone functions
Delivers accurate and efficient system administration including adding/updating/maintaining user information, security rights, agency and company information, forms & templates and appropriately mapping data
Creates and maintains appropriate documentation such as user manuals and administration manuals
Invokes problem escalation procedures to coordinate recovery
Resolves problem situations in a professional manner and effectively communicates with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department
Assists in installation of new releases of software by installing, testing and documenting upgrades from vendor and reporting discovered defects to the vendor for correction
Accountable for meeting systems infrastructure or operational Service Level Agreements established by Chief Technology Officer
Acts as a liaison between users and vendor
Assists in the development and implementation of quality improvement programs for assigned department(s) and accurately communicates pertinent information
Other related duties as assigned
Qualification
Required
Bachelor's degree in computer science, information systems or related field or at least five years of help desk experience, including two years in a supervisory position; or equivalent combination of education and experience including:
In-depth knowledge of the most current released version or its most immediate predecessor of the following:
Microsoft Operating Systems (Server & Workstation)
Windows Server
Office 365 admin experience
Active Directory Management
VOIP Phone System Management
Patch Management Experience
Network Protocols (TCP/IP, WINS, DNS, DHCP)
Network devices such as hubs, switches, routers, firewalls, and wiring
VPN, Printers, DC, Antivirus (Trend) etc
Hands-on experience in the imaging/setup, maintenance and supporting a thin client environment (required)
Understanding of insurance or related financial industry and company business practices
Preferred
Certifications in Windows and network technologies strongly preferred
Experience with SOC (System and Organization Controls) audits: active/terminated accounts, license assignments, change control, policies/procedures
Benefits
Discretionary Time Off
Casual Dress Code
Career Development Opportunities
Tuition Assistance
Company 401(k) Match
Company
Steamboat Group
Steamboat Group is an insurance firm that provides products and services to financial institutions, insurance agents, and trade association.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Angel Cruz
Chief Executive Officer
Jino Masone
Chief Operating Officer
Recent News
2025-09-22
Company data provided by crunchbase