02 May
Manager of IT
Tennessee, Nashville

Job Description

We are seeking an IT Manager to lead a team of support technicians in all aspects of technology operations. The leader will develop and maintain a high level of technical competence over a varied range of products, including legacy systems.

The right candidate must be highly autonomous, possessing strong project and time management skills and have both the desire and ability to work in a fast-paced environment. Possess superior customer service skills, extensive knowledge of both computers (hardware and software) and demonstrate excellent written and verbal communication skills. A successful track record of designing simple, scalable solutions and troubleshooting complex network problems is also essential.

Responsibilities:

  • Manage the IT Service Desk team and evaluate performance
  • Assist in triage of tickets and re-prioritization based on business needs
  • Ensure customer service is timely and accurate on a daily basis
  • Ensure all customer requests and problems are logged, escalated and managed within the Service Management software tool
  • Recruit, train and support Service Desk representatives and technicians
  • Set and measure performance according to specific customer service standards
  • Contribute to improving customer support by actively responding to queries and handling complaints
  • Act as Liaison between front line support and higher-level technical experts (internal or external) to troubleshoot and resolve issues
  • Establish and implement standards and best practices through the entire technical support process
  • Follow up with customers to identify areas of improvement

Qualifications

  • 1-2 years of direct management experience
  • Proven work experience as an IT Service Desk manager
  • Hands on experience with IT Service Management and remote control software
  • Solid technical background with an ability to give instructions to a non-technical audience
  • Customer-service oriented with a problem-solving attitude
  • Excellent written and verbal communications skills
  • Lead an IT team in past positions
  • Strong troubleshooting methodology and analytical skills.
  • Demonstrated initiative (self-starter) and ability to stay current with new technologies and best practices
  • Knowledge of basic LAN/WAN networking including wireless access points, Warehouse Management Systems (preferred), VOIP Phone Systems (preferred)

Additional Information

The Perks…

  • Location: Nashville Office
  • Generous tenure-based PTO plan
  • 9 company holidays
  • Healthcare benefits
  • 401k
  • Learning and career growth opportunities
  • In-house kitchen with coffee
  • Regular company outings - lunch and happy hours!

About JumpCrew

JumpCrew integrates marketing with sales to accelerate our client’s business growth. We also leverage this expertise to acquire and digitally transforming publishers. JumpCrew’s solutions combine technology with a human touch. We work with a growing roster of clients in publishing, healthcare, media, and technology to help them build awareness, increase leads, and convert sales.

The company is headquartered in Nashville, TN. JumpCrew has been recognized as the #1 best small company to work for in Nashville (2017), one of the best places to work in Nashville (2018 & 2019) according to the Tennessean and is one of Crunchbase’s 50 hot startups. For more information, visit https://jumpcrew.com/.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.


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