IT Support Manager

You will be working as an IT Support Manager at RSM, a leading provider of professional services to the middle market globally. Your role will involve serving as a liaison between Business Process and Technology and the local offices, ensuring effective communication regarding IT changes, and aligning key Information Technology processes with business units. As the IT Support Manager, you will oversee the daily operations of the IT support team members and customer operations within the assigned region or country. You will need to understand regional projects, address customer feedback, monitor infrastructure and application performance, and manage relationships with Market leaders and office leadership. Your responsibilities will include managing the IT support queue to meet metrics, reviewing tickets and live chats for quality, providing escalation and support as needed, and collaborating with various teams to identify and resolve different problems. You will also be involved in project management activities that impact the IT Support team and customers. In terms of team management, you will be responsible for staffing level planning, interviewing, selecting, training, and providing feedback to team members. You will also oversee administrative tasks such as expense report approval, order entry/approvals, and overtime approval. To excel in this role, you should have a Bachelor's degree in Information Technology or a related field, along with 3-5 years of relevant experience in IT Support Management or Customer Service. Strong technical skills, including knowledge of Information Technology environment, infrastructure operations, Microsoft Office, ServiceNow, and troubleshooting skills, are essential. Additionally, you should possess excellent interpersonal and communication skills, effective organization, time management abilities, attention to detail, and the capacity to work independently and as part of a team. Preferred qualifications for this position include CompTIA A+ or equivalent HDI certification, ITIL Foundation v4 certification, and 2-3 years of experience managing projects. RSM offers a competitive benefits and compensation package, along with flexibility in your schedule to help you balance work and personal commitments. If you require accommodation for disabilities during the recruitment process, you can reach out to careers@rsmus.com for assistance.,