Job
Description
The IT Support Team Manager within Backbaud Corporate IT is a hybrid roe, providing eadership to direct reports and technica support, incuding compex troubeshooting and customer support for the companys endpoints. This roe is aso accountabe for managing oca vendors that service Backbaud. The roe coaborates cosey with the IT Support System Engineering teams to ensure exceent system support. What You Do Peope Management Responsibiities Coach and manage IT support staff on KPIs, customer focus, knowedge management, and reated activities. Provide deveopment opportunities for team members. Faciitate team meetings and training sessions. Manage performance reviews and provide constructive feedback. Foster a coaborative and positive team environment. Endpoint Support Assist with in-office support needs, incuding ive support requests (in-person, phone, and chat). Support for endpoints (Desktop environment, VDI, mobie devices). Hardware maintenance, instaation, troubeshooting, and evauation for use cases. Desktop software instaation and troubeshooting. Desktop image depoyment and maintenance. Configure, insta, maintain, and repair various endpoint products (PCs, MACs, scanners, printers, periphera devices). Mobie device management. Understanding of Microsoft Entra ID, Microsoft MFA, and physica authentication tokens (e.g., Yubikey technoogy). Experience in IT service management processes (Request Fufiment, Incident management, Change management). Endpoint Management Responsibiities Ensure compiance with Standard Operating Procedures (SOP) and Service Leve Agreements (SLA). Coordinate preventive maintenance and service programs for endpoint devices. Provide Service Desk escaation support. Anayze probem trends, determine root causes, and make recommendations to the team and management. Conduct compex troubeshooting and root cause anaysis. Knowedge Management Appy Knowedge Centered Soutions (KCS) methodoogy to daiy incident management. Create new knowedge base artices based on customer incidents. Edit and update current knowedge base artices. Coaborate with appication support to deveop new knowedge for the team. Other Skis: IT management experience with office moves or new office setups. Vendor management experience, interfacing with third-party vendors to ensure agreed-upon services are fufied. What you' bring 10 years reevant professiona experience, 5 years or more manageria experience In-depth knowedge of Windows OS and MS Office suite products. Experience with Appe operating systems and mobie devices. Experience with ServiceNow or other ticket tracking software. Soid experience in ITIL service management processes, with practica knowedge in Service Transition ifecyce processes. CertificationsA+, Net+ recognized. Must have experience managing 3rd party service deivery vendors. Abiity to work fexibe hours as required by business priorities Stay up to date on everything Backbaud, foow us on Linkedin, X, Instagram, Facebook and YouTube Backbaud is proud to be an equa opportunity empoyer and is committed to maintaining an incusive work environment. A quaified appicants wi receive consideration for empoyment without regard to race, coor, reigion, gender, gender identity or expression, sexua orientation, nationa origin, physica or menta disabiity, age, or veteran status or any other basis protected by federa, state, or oca aw.
