Top 12 It support manager Jobs in Alpharetta, Ga

Supervisor, Technology Support
QTS Data Centers —Suwanee, GA
- Email
- Computer Science
- Bachelor of Science
- Mid-level
- Wellness program
- Health savings account
Technology Implementation Manager
National Carwash Solutions, Inc. —Atlanta, GA
- Weekends as needed
- Remote
- Clean driving record
- Mid-level
- Analysis skills
- Health insurance
- Dental insurance
Quick Apply
Support Center Supervisor
Gables Residential Services —Atlanta, GA
- Full-time
- Hybrid work
- Mid-level
- Office
- Residential
Quick Apply
Associate Technical Account Manager
Yardi Systems, Inc. —Atlanta, GA
- $31.25 - $32.81 an hour
- Full-time
- Hybrid work
- Computer Science
- Mid-level
- Finance
- Profit sharing
Technical Lead, Patient Support Solutions
UCB —Atlanta, GA
- $124,000 - $163,000 a year
- System design
- HIPAA
- Office
Technical Account Manager
Yardi Systems, Inc. —Atlanta, GA
- $75,000 - $78,000 a year
- Full-time
- Hybrid work
- Computer Science
- Mid-level
- Residential
- Profit sharing
Service Delivery Manager
American Technology Services —Atlanta, GA
- Full-time
- 5 years
- Writing skills
- Mid-level
Quick Apply
Escalation Manager III- Eng
UKG (Ultimate Kronos Group) —Atlanta, GA
- $71,900 - $103,350 a year
- Hybrid work
- Travel
- Organizational skills
- Senior level
ServiceNow Functional Lead
Deloitte —Atlanta, GA
- $95,600 - $188,400 a year
- Full-time
- Computer Science
- 3 years
- Bachelor's degree
11d
Senior Specialist, Technical Account Manager
Checkout.com —Atlanta, GA
- Full-time
- Computer Science
- Office
- 3 years
Quick Apply
Incident Manager
Fortna Systems, Inc. —Atlanta, GA
- $87,600 - $131,300 a year
- Full-time
- 5 years
- Continuous improvement
- US work authorization
Quick Apply
13d

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Customer Support Manager
JBT Marel —Alpharetta, GA
Collaborate with the sales and technical teams to improve products and design new offers as part of the company's portfolio.
Associate Technical Account Manager
Yardi Systems, Inc. —Atlanta, GA
Provide technical software support, set-up, and implementation guidance to clients across a suite of products, delivering assistance via email and phone.
$31.25 - $32.81 an hour

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Manager 1, IT Service Support
The Ohio State University Wexner Medical Center —Columbus, OH
Bachelor’s degree in Computer Science or a related field, with at least three years of experience in information technology.
7h
Manager, Information Technology - End User Support
Battelle —Columbus, OH
Bachelor's Degree in Computer and Information Systems or a more-specific, related technical field; 10 years’ experience in Information Technology; or an…
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it support manager jobs near alpharetta, ga

Supervisor, Technology Support

QTS Data Centers -
Suwanee, GA

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Job Details

Benefits

Wellness program
Health savings account
Paid holidays
Disability insurance
Health insurance
Dental insurance
401(k)
Tuition reimbursement
Military leave
Paid time off
Parental leave
Employee assistance program
Vision insurance

Qualifications

IT system monitoring
Incident management software
Customer support ticket management
IP networking
Productivity software
Ticketing system technical support

Full Job Description

The Supervisor, Technology Support will primarily be responsible for managing the Technical Customer Service Representatives (TCSRs) of QTS’s Operation Support Center (OSC), managing tickets in the Incident Management System, managing phone queue, manning the phone queue, projecting a professional company image through phone interaction, monitoring of alarm board, and troubleshooting technical requests.

This position requires skills, motivation and experience to develop a highly functional team to deliver superior, predictable and reliable services in a dynamic global operations environment. Leadership capabilities are required to establish the right balance of people and processes to meet the business objectives and expectations. This leadership role requires experience with decision making, interfacing with customers, vendors and key stakeholders, and prioritizing individual and team work efforts.

The Operations Support Center is a 7 x 24 x 365 organization, which means the position requires shift work. The OSC staffs for business needs therefore your shift could change.

RESPONSIBILITIES, other duties may be assigned.

Establish knowledge and technical baseline for TCSRs in the OSC and establish plans for improvement
Assesses the need for staff training and cross-training to ensure successful job performance, recommends specific training objectives, and ensures training has been accomplished
Develop new or maintain existing support documentation and training plans
Administers staff performance management and career development activities
Manage required documentation and refine processes as needed to support the team and enterprise
Serve as a key point of escalation contact
Answer phones and respond to customer requests
Provide technical support to troubleshoot customer issues
Respond to alarms and take appropriate action to correct the problem or escalate based upon Operations Service Center policy
Provide resolution or escalation for incidents as required by QTS Service Level Agreements
Conduct basic troubleshooting and provide detailed notes when escalation is required
Ability to coordinate with upstream provider regarding issues, status, changes
Thorough understanding of QTS products and services; strong familiarity with respective service catalogs
Identifies opportunities for value-added process improvement
Awareness of when to send customer communication based on impact to customer.
Identify patterns that could potentially lead to issues and escalate or resolve as needed
Accountable for status of created tickets, follow through, resolution, and closure
Create tickets in the Incident Management System (IMS) application for all incoming requests and escalate issues according to priority and type
Follow-up with customer inquiries not immediately resolved
Ability to work flexible hours to include Holidays

BASIC QUALIFICATIONS

AAS or BS degree in Computer Science, Management Information Systems, or other related field, or equivalent professional experience
Four or more years of experience in a technical customer-focused role, preferably in a NOC or similar environment
Experience with ticketing and monitoring platforms, such as ScienceLogic, ServiceNow, or similar applications
Proficient with Microsoft Office Suite
Knowledge of a broad array of systems and software troubleshooting
Familiar with basic networking technologies and protocols, such as routing and switching, Domain Name Services (DNS), and Firewall technologies
Must be able to obtain a Public Trust clearance if needed
US Citizenship for this position is required by law due to federal customer contracts

PREFERRED QUALIFICATIONS

Three or more years of experience working in data center, NOC, or managed services environment
Two or more years of team lead or people management experience
Two or more years of experience working with ServiceNow or other ticketing software
One or more years of experience with change and/or incident management
ITIL V4 certification

KNOWLEDGE, SKILLS AND ABILITIES

Team-oriented, driven and energetic professional who enjoys building and growing capabilities within the business.
Must be capable to handle multiple simultaneous tasks under pressure while maintaining strong customer service and a professional demeanor
Ability to make reliable decisions during high-pressure situations
Excellent verbal, written and listening skills in working with technical and non-technical people
Strong analytical and critical thinking skills
Ability to work independently as well being a strong team player
Ability to work with frequent interruptions and refocus quickly
Ability to work and thrive in a matrix organization
Ability to make informative decisions to implement and carry out goals

TOTAL REWARDS

This role is also eligible for a competitive beneﬁts package that includes: medical, dental, vision, life, and disability insurance; 401(k) retirement plan; ﬂexible spending and HSA accounts; paid holidays; paid time off; paid volunteer days; employee assistance program; tuition assistance; parental leave; military leave assistance; QTS scholarship for dependents; wellness program, and other company beneﬁts.

This position is Bonus eligible.

We conform to all the laws, statutes, and regulations concerning equal employment opportunities and affirmative action. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, or national origin, age, disability status, Genetic Information & Testing, Family & Medical Leave, protected veteran status, or any other characteristic protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any complaint or discrimination claim.

The "Know Your Rights" Poster is included here:

Know Your Rights (English)

Know Your Rights (Spanish)

QTS is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to [email protected] and let us know the nature of your request and your contact information.

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Refine Your Search

it support manager jobs in alpharetta, ga

Supervisor, Technology Support

Technology Implementation Manager

Support Center Supervisor

Associate Technical Account Manager

Technical Lead, Patient Support Solutions

Technical Account Manager

Service Delivery Manager

Escalation Manager III- Eng

ServiceNow Functional Lead

Senior Specialist, Technical Account Manager

Incident Manager

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