Technical Support Manager - Empire Merchants North

Empire Merchants North is the premier wine and spirits distributor in Upstate New York with roots going back to the end of Prohibition. With more than 600 dedicated employees and state-of-the-art facilities, Empire Merchants North has become synonymous with both service and quality and has earned the loyalty of more than 9,000 area restaurants, bars, hotels, nightclubs, and retail outlets. Empire Merchants North acts as a marketing agent for the brands that we represent and is proud to employ the most knowledgeable and well-equipped sales force in Upstate New York.

We are seeking a Technical Support Manager in Coxsackie, NY

Onsite/hybrid position - required to be onsite 2-3 days per week after an initial fully onsite training period. 

POSITION SUMMARY

The Technical Support Manager leads a team of technical specialists responsible for the operational maintenance of the organization’s IT environment through the provision of technical support and advice to users across multiple locations, platforms, and technologies. 

ESSENTIAL POSITION RESULTS

• Directly manages the helpdesk team including all administrative tasks related to having direct reports. 
• Lead the helpdesk team as both a manager and a team lead, 2nd level technical support, business process owner and a senior helpdesk consultant.
• Perform user administration duties within all necessary systems including Active Directory, Office 365, Liquid Decisions and SAP.
• Repair computers / laptops including replacing hardware components and reloading operating system and all required software.
• Mentor, foster, coach, support, motivate, and engage the team to be high performers and reach company and team goals.
• Administer and maintain the ticketing system software including creating templates and rules to improve workflow.
• Manages IT related inventory including equipment roll out, ongoing maintenance and inventory tracking. 
• Report on system, team, and support activity including help desk metrics and common issues.
• Oversee completion of all helpdesk calls, ensure all issues are resolved in a timely manner. 
• Install, maintain, and support multiple platforms including but not limited to desktops, laptops, mobile devices, printers and video teleconferencing/AV units.
• Collaborates with the IT Infrastructure Manager on creating and implementing improvements of processes and procedures to streamline workflows. 
• Works with and assists the Networking group on projects and tasks where assigned, including hardware / firmware / software installation and maintenance. 
• Ensures approved workflows, processes and procedures are documented, adhered to, and executed in a timely manner.
• Diagnose, evaluate, and resolve complex issues.
• Maintains up to date documentation of applications from both a technical and process/end user perspective. 
• Escalate tickets internally and externally when necessary.
• Participates and provides input in completing annual reviews of team members.
• Analyzes Help Desk statistics and provides comprehensive monthly reporting.
• Performs other tasks as assigned. 
• Maintain a safe and clean work environment by complying with procedures, rules, and regulations.


SUPERVISORY RESPONSIBILITIES

Yes, this position has direct supervisory responsibilities

COMPENSATION & BENEFITS 

Empire Merchants North offers a competitive compensation package including:

Salary Range: $70,000 - $80,000 and annual bonus potential

Paid Holidays, Health Plan options (medical, dental, disability coverage, life insurance, and other voluntary plans), 401K, PTO, vacation accrual, FSA / HSA

Onsite/hybrid position - required to be onsite 2-3 days per week after an initial fully onsite training period. 

The company will evaluate a specific candidate's education, skills and experience when making an offer.

MINIMUM QUALIFICATIONS

Education, Certifications and /or licenses:

• Associates degree in a related field; a bachelor’s degree is a plus

Experience:

• 3 to 5 years of customer service experience is required.
• 3 to 5 years of technical support and troubleshooting related experience is required.
• 3 to 5 years of computer system hardware, peripheral setup and configuration experience is required.
• 3 to 5 years remote desktop support experience.
• 3 to 5 years of leading a technical support team is preferred.

Training:
Ongoing/yearly training in management and communication skills will be a requirement of this position.  Classes may be held on site or offsite and will be determined/assigned as needed. 

Knowledge/Skills:
• Must be familiar with Microsoft Windows operating systems installation configuration and troubleshooting.
• Must be able to quickly adapt to new technologies.
• Must be familiar with Office 365 applications as well as administration of users in the Office 365 portal.
• Windows 10, Server 2008R2, 2012R2, 2016, 2019, 2022.
• Must be familiar with user and computer management in Microsoft Active Directory.
• Must be a results-oriented professional with excellent verbal/written communication skills using diplomacy and discretion as well as strong customer service skills.  
• Ability to multi-task, work independently and/or within a team, pays attention to detail and meet deadlines. 
• Strong problem solving and analytical skills.

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