We are seeking a dedicated Support Manager to lead our IT Support team in Houston. The Support Manager will play a crucial role in managing IT systems and security while ensuring high standards of technical support services. This position requires regular in-office presence and reports directly to the COO. If you are passionate about IT and skilled in leading teams, this could be the perfect opportunity for you!

Join Our Team as an IT Support Manager

Overview

We are seeking a dedicated Support Manager to lead our IT Support team in Houston. The Support Manager will play a crucial role in managing IT systems and security while ensuring high standards of technical support services. This position requires regular in-office presence and reports directly to the COO. If you are passionate about IT and skilled in leading teams, this could be the perfect opportunity for you!

Core Responsibilities of the Support Manager

Supervision & Leadership

As the Support Manager, you will manage and guide a team of IT Support Technicians. You will set and review performance goals to ensure that team members are meeting expectations. Mentorship is a key part of this role; you will provide guidance in troubleshooting and system management, fostering a collaborative and productive work environment. Your leadership will be essential in developing a high-performing IT Support team.

IT Operations Management

Your responsibilities will include coordinating the setup of equipment and software for both onboarding new employees and offboarding departing staff. The Support Manager will maintain accurate records of IT hardware and software inventories, ensuring that all assets are accounted for and properly managed. Your organizational skills will be crucial in maintaining operational efficiency.

IT Support Oversight

A vital aspect of the Support Manager role is to ensure that service level standards for response times are consistently met. You will oversee the escalation of issues, ensuring that critical problems are addressed promptly. Managing and tracking support tickets for user incidents and service requests will also be part of your daily tasks, enabling you to maintain a clear overview of the support landscape.

Network & Wi-Fi Management

The Support Manager will oversee network stability and performance, addressing any issues that arise to minimize downtime. Your technical expertise will be essential in ensuring that our network infrastructure remains robust and reliable, providing seamless connectivity for all users.

Security Management

In this role, you will enforce IT security protocols and manage access controls. The Support Manager will monitor entry security systems to ensure compliance with company policies. Your focus on security will help protect our IT assets and sensitive information from potential threats.

Inventory & Asset Control

You will track and control IT assets and software licenses to prevent loss and ensure compliance with licensing agreements. The Support Manager will play a key role in maintaining accurate records of all IT resources, which is critical for effective management and planning.

Policy & Procedure Development

Developing and enforcing IT policies and procedures will be a significant responsibility of the Support Manager. You will regularly review these policies to ensure they align with the latest technology updates and security threats. Your proactive approach will help safeguard our IT operations.

IT Strategy & Process Improvement

As the Support Manager, you will identify areas for enhancement within IT support. Collaborating with other departments to align IT initiatives with broader business needs will be essential for improving efficiency and service delivery.

Documentation & Training

Maintaining up-to-date documentation and providing training on best practices will be part of your role. The Support Manager will ensure that all team members comply with IT policies and understand the tools available to them, fostering a culture of continuous learning.

Qualifications

Required Skills

To be successful as a Support Manager, you should have:

• Proven experience in IT support management, with strong technical knowledge in network and IT operations.
• Familiarity with entry door security systems and protocols.
• Proficiency in IT Service Management (ITSM) tools, ticketing systems, Google Suite, and Microsoft Office.
• Strong communication, organizational, and problem-solving skills, along with a commitment to confidentiality and security.

Preferred Skills

While not mandatory, the following qualifications are preferred:

• Certifications in IT security or network management (e.g., CompTIA Security+, ITIL).
• Experience with access security systems, policy development, and hardware/software deployments.

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