IT Manager - Warrendale, PA - ITMAN006995-00001

DESCRIPTION/RESPONSIBILITIES: Summary: This position will be responsible for managing and directing the Desktop support team and Application support team while monitoring, triaging, analyzing, troubleshooting, remediating, escalating application support tickets to completion. This position is an internal customer facing position and requires solid organizational skills and follow through. The manager will establish key performance indicators for application support and application support team members. This role requires experienced leadership in working in a dynamic, fast paced, technological, team- oriented work environment.

What You'll Do: * Define support strategies. * Manage and develop team of tier 1 and tier 2 team members. + Establish and maintain support coverage from core business hours and off-hours support. * Manage team workflow. + Establish and ensure optimal performance according to KPI's. + Establish and ensure optimal performance for application SLA's.  * Increase desktop and application support efficiencies to proactively reduce and mitigate production incidents. * Build rapport and elicit problem details from desktop and application support customers. * Be versed in every aspect of our software application suite, providing tier 1 and tier 2 phone, chat and email support. Escalate to tier 3 teams as needed * Engage in service capacity planning and demand forecasting, software performance analysis and system tuning. * Proactively communicate issue resolution to customers and internal teams * Develop help sheets and FAQ lists for end users.

What You'll Need: * 5-10 Years equivalent work experience in a position responsible for supporting, maintaining, and troubleshooting desktop hardware and software applications.  * 3-5 Years of managerial experience * Strong customer service focus. * Hands on manager -- ability to perform desktop support and application support duties. + Provision PCs, User accounts + Deprovision PCs, User accounts + Install software. + Perform remote triage and support sessions. + Technical + Support Vector Security software (training provided) * The ability to communicate effectively both verbally and in writing. * Ability to complete tasks accurately and within strict time constraints. * Ability to collaborate within a team-oriented environment. * Excellent attention to detail and organizational skills * Ability to simultaneously manage several projects. * Knowledge of Vector Security operations a plus.

What You'll Get" Along with competitive compensation and career advancement opportunities, we offer a comprehensive "Total Rewards" package. Qualifying employees receive: * Remote work flexibility * Medical, dental, and vision coverage * Company paid life and AD&D insurance * Company paid short- and long-term disability * FSA/HSA Plans * Voluntary benefit products * 401k retirement savings plan after just 60 days * Paid time off for vacation, sick and floating holidays * Tuition reimbursement * Free on-site parking and security * Cafeteria on site * Free on-site gym membership 

Vector Security is a Drug-Free Workplace

Vector Security is an Equal Opportunity Employer

All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, transgender, national origin, veteran, or disability status.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not othe wise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)