Manager - IT

Responsibilities

• Serve as a point of contact for users seeking technical assistance, both in-person as well as remotely
• Process and respond to incoming tickets to ensure courteous, timely, and effective resolution of incidents and requests
• Troubleshoot and determine best solutions, providing accurate, thorough, and clear communication to users
• Escalate unresolved issues to the appropriate level of the IT Operations team
• Properly record incident actions and follow-up details into the IT ticketing system
• Provide troubleshooting and technical support for Windows and macOS laptops
• Provide troubleshooting and technical support for Microsoft 365 desktop and web applications
• Provide troubleshooting and technical support for cloud applications and productivity tools
• Provide on-site support for office technology, such as copiers, printers, wireless, Audio/Video Conferencing, phones, etc.
• Assist with on-site troubleshooting and maintenance of office technology and infrastructure projects under the direction of the IT Operations team
• Assist with the creation of user accounts and setting up new users
• Assist with password resets, multi-factor authentication, and user account management
• Create and maintain user-facing knowledge management documentation on procedures, solutions, and how-to guides

Qualifications

• Must have experience with AI/ML or hold a certification related to AI
• 12+ years in a desktop support and leadership role
• Proficient technical support skills with Microsoft 365, laptop hardware (Windows 10, macOS), iOS and Android devices
• Experience with ServiceNow or JIRA
• Prior exposure to remote support tools such as Bomgar
• Experience with Mobile Device Management tools, such as Intune, and endpoint security tools, such as Carbon Black
• Capable of supporting VOIP, teleconferencing systems, and communications tools such as Webex or Microsoft Teams
• Ability to troubleshoot and support infrastructure such as wireless, multi-function copiers, AV, and networking (TCP/IP, DNS, etc.)
• Technical troubleshooting and problem-solving capabilities
• Organized and able to shift tasks as priorities evolve
• Team-oriented collaborator willing to share knowledge and experience
• Solid communicator with the ability to provide professional documentation

Education

• Bachelor's Degree
• Technical Certifications encouraged (Comp TIA A+, MCSE, etc.)

Why AHEAD

Through our daily work and internal groups like Moving Women AHEAD and RISE AHEAD, we value and benefit from diversity of people, ideas, experience, and everything in between.

We fuel growth by stacking our office with top-notch technologies in a multi-million-dollar lab, by encouraging cross department training and development, sponsoring certifications and credentials for continued learning.

USA Employment Benefits include

• Medical, Dental, and Vision Insurance
• 401(k)
• Paid company holidays
• Paid time off
• Paid parental and caregiver leave
• Plus more! See benefits for additional details

The compensation range indicated in this posting reflects the On-Target Earnings (OTE) for this role, which includes a base salary and any applicable target bonus amount. This OTE range may vary based on the candidate's relevant experience, qualifications, and geographic location.