IT Support Manager - Prizm Document & Technology Solutions

As an IT Support Manager at Prizm Document & Technology Solutions, you will be responsible for managing our organization’s helpdesk platform as well as leading a team of IT professionals to provide front line IT support to our clients. In addition, you will also play a key role in project management and ensuring superior customer service.  
 

Your day-to-day responsibilities will include: 

• Collaborating effectively with colleagues to ensure optimal service delivery and exceed customer expectations across all IT services. 

• Managing and mentoring the helpdesk team, ensuring performance and efficiency. 

• Overseeing the resolution of IT issues related to hardware, software, and networking. 

• Fostering a customer-focused approach, ensuring high-quality support and user satisfaction. 

• Tracking and reporting on helpdesk metrics, incidents, and solutions. 

• Managing IT projects and collaborating on new software/hardware implementations. 

• Continuously evaluating and enhancing helpdesk operations for efficiency and quality. 

• Ensuring helpdesk operations comply with security policies and educate staff on best practices. 

You are someone who has: 

• Associate’s degree in Information Technology, Computer Science, Business Administration, or related experience. 

• IT certifications such as CompTIA A, ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator Associate a bonus. 

• 3 years of experience in IT support or a helpdesk environment. 

• Strong knowledge of IT systems, hardware, software, and networks. 

• Familiarity with helpdesk tools and ticketing systems (e.g., Zendesk, ServiceNow, Jira). 

• Understanding of incident management workflows. 

• Excellent communication and interpersonal skills. 

• Ability to manage multiple projects and tasks in high pressure situations  

• Strong problem-solving and decision-making abilities. 

• Leadership and team management capabilities, including coaching and performance management. 

• Ability to prioritize tasks effectively in high-pressure environments. 

• Experience in tracking and analyzing helpdesk performance metrics. 

• A customer-focused mindset to ensure high satisfaction levels. 

The compensation range for this position is $70,000 - $90,000 annually, commensurate with experience.  

We know you have your choice of roles for your next opportunity. Here's why we think you should choose Prizm Document & Technology Solutions: 

• Benefits include Paid Vacation, Medical, Dental, Vision, and retirement plan available.  

• Check out our website https://www.prizmtech.com/ 

About Prizm Document & Technology Solutions 

Prizm is a leader in delivering enterprise-level technology services. Our core offerings include managed IT service, copier/printer sales and service, document management, and BCDR (business continuity/disaster recovery) solutions. Through our technology partners, we deliver a one-stop-shop approach to take the worry out of businesses' technology needs and performance so they can focus on what they do best! 

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