Manager, Technical Support
Current• Promoted to Manager, September 2022• Manage, coach, and mentor a service desk/help desk team of 8+ technicians dispersed amongst 10 office locations and remotely• Research, identify, and implement a new ITSM platform for firmwide utilization• Hire, recruit, and train service desk staff• Serve as firmwide escalation point for difficult calls or tickets• Project manage multiple office moves, construction, and equipment upfits including audiovisual and desktop hardware budgeting between $100,000 - $1,300,000• Exclusively manage firmwide audio visual vendor and partner relationship• Communicate and coordinate between other technology teams and internal departments• Attend all internal IT leadership meetings and present on behalf of the Service Desk, reporting metrics and making recommendations for continuous improvement• Assist with onboarding of US and international employees by creating documentation and providing training• Responsible for staff performance reviews, conversations, and evaluations• Lead weekly team meetings to discuss workload and outstanding tickets• Create and manage all IT communications for entire organization• Monitor, supervise, and delegate ticket queue across 10 offices utilizing ITSM platform• Identify ticket trends and make recommendations for technology improvements firmwide• Create and maintain on-call schedule for support staff• Exclusively support CEO and executive suite at headquarters in Greenville, SC• Create training and best practice documentation for firmwide and internal IT utilization• Create audio visual system documentation for firmwide utilization
