Advanced Electric Systems ยท 2 weeks ago
IT Support Manager
US-CO-Aurora
Full-time
Onsite
Senior Level
$81K/yr - $109K/yr
5+ years expAdvanced Electric Systems is a leading electrical contracting company. They are seeking an IT Support Manager to oversee daily help desk operations, provide technical support, and lead a team of IT Support Specialists to ensure efficient IT services across the organization.
Electrical DistributionIndustrialTest and Measurement
No H1B
Responsibilities
Respond directly to help desk tickets alongside the team, ensuring timely resolution
Troubleshoot and resolve hardware, software, and network-related issues for end users
Install, configure, and maintain workstations, laptops, mobile devices, and peripherals
Administer user accounts, access permissions, and security groups in Active Directory and Microsoft 365
Provide remote and in-person support for staff across multiple locations
Supervise, mentor, and develop a team of IT Support Specialists, fostering a culture of accountability, learning, and service excellence
Provide technical guidance and act as the primary escalation point for complex issues
Help manage workload distribution and ensure support coverage
Onboarding and train new team members
Monitor and manage the ticketing system to prioritize issues, assign tasks, and improve resolution times
Track and report KPIs including first-response time, resolution rate, and customer satisfaction
Documents support processes and solutions to build a knowledge base for the team
Partner with business units to understand recurring issues and proactively implement solutions
Evaluate and recommend tools, systems, or automation that enhance support operations
Contribute to IT security awareness and compliance initiatives by ensuring proper practices at the support level
Assist with IT budgeting and resource planning for support operations
Provide reporting and analysis to leadership on trends, recurring problems, and user satisfaction
Qualification
Required
Strong knowledge of IT support processes, ticketing systems, and ITIL frameworks
Proficiency with Windows Operating Systems, Microsoft Office 365, and Active Directory
Excellent leadership, communication, and interpersonal skills
Strong problem-solving skills to resolve technical issues
Working knowledge of office automation products and computer peripherals such as printers and scanners
Associate or Bachelor's degree in Information Technology, Computer Science, or related field; or a combination of relevant experience
5+ years of progressive IT support experience, with at least 2 years in a supervisory or management role
Preferred
Proficiency using Help Desk Software (ServiceNow, ManageEngine, etc.)
Proficiency providing remote support via phone and remote-control applications
Benefits
IME provides an industry-leading comprehensive benefits package.
Full-time employees are eligible to choose from a variety of healthcare coverage options, which become effective the first of the month after hire.
In addition, employees are offered a substantial amount of PTO and are immediately eligible to make contributions to a generously matched and fully vested 401k.
Company
Advanced Electric Systems
Advanced Electric Systems is an electrical testing, maintenance, and repair company.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase