Manager, IT Support & Operations

H&S aims to provide a great experience for our employees.  Thank you for your interest in working on our team! ​

Job Title:

Manager, IT Support & Operations

Pay Details:

The annual base salary range for this position in California is $130,000 to $150,000 per year. The starting pay for the successful candidate depends on various job-related factors, including but not limited to the candidate’s geographic location, job-related knowledge, skills, experience, education/training, internal value, peer equity, external market demands, and organizational considerations.

The Manager, IT Support & Operations is responsible for serving as the hands-on technical point of contact, providing direct support to end users. This role leads the daily operations of the IT Support team, including team member development, and serves as the escalation point to technical resources within the IT department. The primary responsibility of this position is to ensure all end-user technology for H&S Ventures employees is maintained and available 24/7. This position works in a team environment responsible for troubleshooting end-user issues on various SaaS applications, software, hardware, network, and telecommunication systems. This position is onsite. 

Responsibilities

• Manage, lead, and develop IT support and operations staff

• Lead IT support operations including ITSM, End User Support, Experience, and Asset Management

• Lead concierge-level VIP support for executives (C-Suite), including offsite support

• Increase customer satisfaction and improve the user experience

• Ensure operational services are in alignment with support objectives

• Continuously improve technical and operational support processes

• Assist end users with requests, incidents, troubleshooting and resolving SaaS, hardware, software, and networking issues

• Conduct research to understand, explain, and resolve technology issues

• Communicate updates to users that have been or may be affected by a problem

• Support and troubleshoot AV systems for conference rooms

• Diagnose, troubleshoot, and resolve local/remote issues

• Follow up with users to ensure their systems are functional

• Report customer feedback and potential IT service improvements

• Help create and maintain Knowledge Base, technical documentation, and manuals

• Manage OS builds and images

• Assist with keeping endpoints patched and updated with secure configurations

• Other duties as assigned

Skills

• BA/BS degree and 4-6 years’ relevant experience OR equivalent combination of education and relevant experience

• Experience with Power Automate

• Strong Experience supporting M365 Platform

• Strong Experience with Active Directory, Exchange, Azure, User and Resource Management

• Strong Experience with SharePoint

• Experience with Apple macOS

• Strong hands-on experience with Windows/Mac/iOS and Android OS environments

• Project Management certifications or experience a plus

• Knowledge of network security practices, patching, and anti-virus programs

• Must be comfortable in a multi-vendor environment                                 

• Microsoft and CompTIA Certifications a plus

• Customer-oriented attitude

• Excellent problem-solving, communication, organization, and multitasking skills

• Able to work extended hours and weekends as needed

• Able to perform remote troubleshooting and provide clear instructions

• Able to travel up to 15% for planned projects or support to remote sites as needed