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Arrow Financial Corporation · 5 months ago

IT Manager, Support (Help Desk Manager)

Glens Falls, NY

Full-time

Onsite

Senior Level, Lead/Staff

$65K/yr - $90K/yr

8+ years exp

Arrow Financial Corporation is seeking an experienced IT Manager to lead their Information Technology Support team. The role involves supervising the support team, managing IT operations, and ensuring effective user support and training.

Financial ServicesInsurance

Responsibilities

Provide user support, ensuring familiarity with equipment, and networks, organizing support, troubleshooting, and facilitating repair for IT equipment

Collaborate with Human Resources to enhance new hire orientation, identify training needs, coordinate training sessions, assess current and future employee IT needs

Cultivate and maintain collaborative relationships with vendors, ensuring access to quality products/services

Oversee IT Support operations, including call center management and ticket system administration, with regular monthly reporting to management for informed decision-making

Keep up to date with policies and procedures, while maintaining a thorough understanding of available technology; assist with product implementation and continuous upgrades

Oversee administration of user accounts, permissions, and access rights in Active Directory; responsible for user documentation and IT forms necessary for setting up new user accounts and for documenting future changes associated with new user accounts

Manage, coach, and counsel IT Support team to meet department goals and achieve performance standards; encourage continuous improvement for career development; ensure availability of appropriate resources and timeliness of workflow

Qualification

Active DirectoryHelp desk ticketing toolsCall center managementMicrosoft 365 administrationWindowsTraining experienceInterpersonal skillsProblem-solvingLeadership skillsCommunication skills

Required

Bachelor's degree in information technology-related field or equivalent experience required

8 years of relevant Support experience required

Demonstrated experience with standard software applications including Windows, Microsoft 365 applications and administration, call center management, help desk ticketing tools, and Active Directory

Effective prioritization skills and ability to manage multiple tasks while meeting deadlines

Strong communications skills, both written and verbal; comfortable communicating, presenting, and collaborating with vendors, co-workers, and management one-on-one or in group settings

Solid problem-solving and solution implementation abilities; organized and detail oriented

Proven experience in training with ability to evaluate and/or create training materials a plus

Must be able to sit for prolonged periods of time and walk/stand for periods of time

Must be able to repetitively use a telephone and computer mouse and keyboard

Ability to lift/move up to 25 lbs and/or crawl under desks or equipment