IT Support Manager, Istari

• Minimum of 10 years of experience in a relevant field
• Strong knowledge of IT support operations, including help desk management, device management, and systems administration
• Proficiency in managing Microsoft and Google Workspace environments
• Experience with Mobile Device Management (MDM) solutions
• Strong understanding of cybersecurity principles, practices, and technologies
• Experience with incident response
• Excellent problem-solving and troubleshooting skills
• Strong communication and interpersonal skills
• Excellent communication and collaboration skills, with the ability to effectively communicate with both technical and non-technical audiences
• Ability to prioritize tasks and manage projects effectively
• Ability to work in a fast-paced startup environment
• Must be a US citizen living within the United States

Desirable

• Istari Digital is seeking a proactive and technically skilled IT Support Manager to join our team. In this role, you will be crucial in supporting our IT operations, focusing on sustainment functions, and directing incident response for customer-reported outages.
• This is a hands-on position requiring a blend of technical proficiency, problem-solving abilities, and a commitment to maintaining a compliant environment. The IT Support Manager will lead a small team and must be capable of both operational support and tactical execution
• IT Sustainment and Support: Manage laptop requisitions and return processes through mobile device management (MDM). Define and enforce standard laptop profiles for each role. Oversee the cleanup and automation of mailing lists. Define and enforce policies for the use of productivity tools. Organize and maintain Shared Drives and other data repositories. Oversee the IT software acquisition request process
• Help Desk Management: Oversee help desk operations to provide timely and effective technical support to employees. Manage IT support requests and ensure issues are resolved efficiently. Develop and maintain IT documentation and a knowledge base. Troubleshoot hardware and software issues and provide step-by-step guidance for resolution. Escalate complex problems to higher-level IT personnel. Document issues and solutions for future reference. Manage help desk tickets, monitor open tickets, and provide status updates to users. Communicate with customers about IT products and services, and ensure satisfactory service. Communicate customer feedback to internal teams
• IT Evaluation and Process Improvement: Help evaluate new technologies. Document IT processes, procedures, and configurations. Maintain accurate records of IT assets and licenses. Ensure IT compliance with company policies and relevant regulations
• Team Leadership: Lead, mentor, and manage a small IT team. Delegate tasks and responsibilities effectively. Foster a collaborative and supportive team environment