Job Description

Job LocationsUS-MO-St. Louis | US-MO-Joplin C Street
Job ID
2022-2255
# of Openings
1
Category
Information Technology

Overview

The System Support Manager’s primary objective is to rapidly resolve technology issues. The position requires a hands-on technical leader who is responsible for delivering a world class support experience for the employees of EaglePicher. This position will manage 7 direct reports and help solve complex technical issues while thinking about the big picture. Additionally, this manager has strong leadership and communications skills which lead to their team exceeding expectations.

Responsibilities

  • Develop, implement, and maintain policies, procedures, and associated training plans for system support, administration and appropriate use.
  • Establish best practices and policies for installing, configuring, maintaining, and troubleshooting end user workstation hardware, software, and peripheral devices.
  • Practice technology asset management, including maintenance of component inventory and related documentation.
  • Establish service level agreements with end users.
  • Foster positive end-user relationships and drive customer satisfaction.
  • Promote continuous improvement of Tier 1 support, desktop administration, and infrastructure applications for all stakeholders.
  • Define team goals and lead staff to achieving desired results, be accountable for team performance.
  • Plan, acquire, and coordinate installation of in-house and remote hardware and software across the enterprise.
  • Conduct research and make recommendations on products, services, protocols, and standards to improve the maturity of technology stack.
  • Assess, approve, and administer all equipment, hardware, and software upgrades within the category of infrastructure applications.
  • Deliver frontline technical support for all employees, contractors, and partners.
  • Approve and administer user accounts, permissions, and access rights within infrastructure related applications including but not limited to Active Directory.
  • Direct and administrate a contingent of support analysts and technicians, and where necessary, conduct performance reviews and corrective action.
  • Provide guidance to junior members of the team.

Qualifications

  • Four-year university degree or college diploma in the field of computer science and/or 7-10 years equivalent work experience.
  • 3-5 years’ experience leading a team of technology professionals.
  • Exceptional technical knowledge PC operating systems and infrastructure applications.
  • Hands-on experience troubleshooting desktop hardware and associated peripherals.
  • Extensive support experience with collaboration and communication tools, remote software deployment applications, standard desktop software in an office environment.
  • Knowledge and understanding of system flow charts, data processing concepts, and telecommunications principles.
  • Experience with procurement and contract management.
  • Knowledge of applicable data privacy practices and laws.
  • Demonstrated leadership and personnel management skills.
  • Good understanding of the organization’s goals and objectives.
  • Strong interpersonal, written, and oral communication skills.
  • Ability to prioritize and execute tasks in a high-pressure environment and make sound decisions in emergency situations.
  • Ability to present ideas in a user-friendly language.
  • Highly self-motivated and directed.
  • Keen attention to detail.
  • Proven analytical and problem-solving abilities.
  • Strong customer service orientation.
  • Experience working in a team-oriented, collaborative environment.

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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