IT Support Manager

The IT Support Manager is responsible for providing end user support and software, hardware, and network assistance. Relies on experience and judgment as well as pre-established procedure and instructions to identify, research and resolve technical problems presented through Level I, II and III (when possible) Help Desk tickets. Documents, tracks and monitors the problem to ensure a timely resolution.

Duties/Responsibilities

• Troubleshoots and resolves trouble tickets related to technical difficulties with hardware, software, and the network
• Resolves Triage Level II and Level III trouble tickets
• Resolves Network switch and connectivity issues
• Collaborates with development staff to recreate problems in the test environment
• Verifies issue resolution on the customer’s behalf
• Verifies with the customer that the issue has been resolved and update the ticketing system
• Interface with infrastructure, database, and development personnel
• Communicates plan, progress, and issues in a timely manner
• Actively contributes to ongoing process improvement
• Ability to complete multiple simultaneous projects in a timely manner
• Performs other related duties to benefit the mission/vision of the organization

Education & Experience

• Bachelor’s degree in IT, engineering, computer science or a related field required
• 2+ year’s customer support/help desk experience
• Strong communications, interpersonal, and analytical skills
• Ability and desire to provide excellent customer-service to internal customers
• Working knowledge of MS operating systems and applications
• Working knowledge of MS operating systems and applications
• Ability to work independently and in a dynamic environment
• Automotive software experience a plus

Pay and Recognition: 

• Weekly pay
• Paid holidays & paid time off 
• Paid training 
• Stock Awards (select management and front-line team member’s eligible)

Insurance / Retirement: 

• Insurance: medical, vision, dental, accident, critical illness and hospital indemnity plans 
• Up to 12 weeks paid pregnancy leave (disability leave) 
• Paid Parental Leave 
• Health savings 
• Flex spending accounts (tax free) 
• Short-term and Long-term disability plans 
• Life Insurance (Whole Life and Term) 
• 401k with company match

Learning, Tuition Assistance and Career Development: 

• Digital career path tool to assist with career development 
• Continuous training through Asbury's Internal Learning Management System 

Professional growth and development opportunities Additional advantages: 

• Student loan relief resources 
• Employee assistance program 
• Employee discounts on parts and service repairs 
• Scholarship awards 
• Opportunities to join our community service initiatives, which includes paid volunteer hours 
• Aggressive Employee referral program with bonus opportunities

 Members.