IT Support Services Manager

Katz, Sapper & Miller - Indianapolis, IN (30+ days ago)

About Us:
Katz, Sapper & Miller (KSM) is an employee-owned public accounting firm headquartered in Indianapolis, Indiana. KSM is proud to have locations in Fort Wayne, Oklahoma City, and New York City. With nearly 400 employees, KSM is ranked as one of the largest independent certified public accounting firms in the nation. The firm provides clients of all sizes in every industry with a wide array of service offerings including assurance, tax and consulting services. KSM has received several awards of recognition, including being named as one of the "Best Places To Work In Indiana" by the Indiana Chamber for 12 years running, and one of the "Best of the Best" accounting firms in the nation by INSIDE Public Accounting magazine.

Summary: We are looking for a qualified IT Support Services Manager to join our team and partner with the Director of Information Technology and Innovation. We are seeking a tech savvy candidate who can wear many hats at a rapidly growing Top 65 Public Accounting firm in the US with 300+ end-users.
The IT Support Services Manager will be responsible for leading our technical helpdesk support team to provide EXCELLENT IT Support Services to our Indianapolis, Ft. Wayne, New York, and Oklahoma City office staff. You will oversee and resolve all technical issues at a Tier 1, Tier 2, and some Tier 3 levels.

The IT Support Services Manager will have a solid technical background combined with solid customer service skills. A problem-solving attitude with an ability to motivate the IT Support Services team to achieve specific goals are essential skills to perform well in this position.

What does success look like for this role? Delivering high quality technical support and increasing client satisfaction.

Job Duties Include but not Limited To:
Managing the daily operations of the firm's help desk and support services division within the IT Department.
Picking up, responding to, and resolving helpdesk related tickets at all levels when required.
Managing staff, including hiring, training, scheduling work assignments and conducting evaluations.
Monitoring response times, evaluating user satisfaction levels and making recommendations for improvement.
Evaluating and managing technical support systems hardware and software and making recommendations regarding upgrades or changes.
Others duties as assigned.
Oversight and Ownership of the following areas (but not limited to) will fall under the IT Support Services Manager's responsibility:

Helpdesk Support
Tier 1 and Tier 2 resolution of all Helpdesk tickets
Helpdesk Reporting
Desktop Support
Drive Imaging
Workstation Configuration, Deployment, and Setup
Hardware Purchasing as it relates to Desktop Support
Budgeting as it relates to Desktop Support.
Moves/Adds/Changes for Desktop and VoIP endpoints
Asset Management of computer inventory
End User Security
Mobile Device Deployment, Asset management, and Support
Emergency Communication System Support
Account Administration
New Hire and Intern IT Orientation Training
Video conferencing and collaboration platform administration and end-user support

Experienced working in a 300+ end user environment is preferred.
Experience in managing 3rd parties and 3rd party delivered services.
Strong troubleshooting and diagnostic ability.
Ability to work under pressure and to meet deadlines.
Experienced in enterprise Helpdesk Ticketing Systems.
Experience in creating KPIs for the IT Support Services Team.
Experience in computer imaging deployment systems and processes.
Budgeting and financial planning experience.
Experience in planning for employee Moves, Add's, and Changes for new offices, office moves, and office re-designs.
Experience with building a process for IT Asset Management Inventory and the tools to support IT Asset Management.
Experience in deploying and supporting Mobile Device Management systems.
Experience in user and account administration with Microsoft Active Directory.
Experience in creating and conducting IT New Hire Orientations.
Experience in supporting and maintaining video conferencing and collaboration system.
Excellent written and verbal communication skills.

Minimum of 10 years of overall Information Technology experience.
3 to 5 years minimum experience in IT/customer service management is needed.
Associate's or Bachelor's degree in IT, Management, or another relevant field is preferable.
Must be able to travel to offsite locations in Ft. Wayne, New York, and Oklahoma City.
Must be able to participate in a 24 x 7 on-call technician schedule.
Must be able to participate in a Tax Season Support Rotation Schedule – January – April 15th.
All qualified applicants will receive consideration for employment without regard to age, color, sex, disability, national origin, race, religion, or veteran status.