IT Support Manager - Broadway Support Services : Job Details

About Us:

Broadway Support Services is an affiliate company of one of the US's largest and most reputable debt settlement companies. Were all about helping our customers through a tough financial time in their lives with education and individual customer service. We become our clients' number one advocate to help them reestablish financial stability as quickly as possible.

Broadway Support Services is seeking an Information Technology Manager to lead our growing technology team in the Dominican Republic.

The ideal candidate will have a strong working background in managing IT support teams. They will have a solid understanding of and experience in desktop technologies, onboarding in large volumes, service level agreement and IT service management platforms.

Success in the position will require exceptional communication skills, strong ability to multi-task, and troubleshooting abilities.

Additionally, the Information Technology Manager will work closely with the IT Infrastructure and Desktop Engineering teams to implement initiatives across the organization.

Lead a team of local and remote IT Support Analysts; oversee the day-to-day operations of the department, providing technical leadership, mentoring, delegation of responsibility and identifying and providing staff development

Manage all end user incident and requests through an IT Service Management tool

Compile weekly, quarterly, and annual reports and metrics. Provide data and reporting of KPIs and trends to Director of End User Services

Act as an escalation point for end user requests and incidents; communicate outage and emergency incidents to the organization

Develop and oversee IT knowledge base, policies, and procedures

Manage and maintain processes for hardware and software inventory, with responsibility for procurement of all desktop equipment

Schedule desktop resources to ensure IT project deliverables are completed on time and meet service level objectives

Improve employee awareness of IT services, by coordinating all training, documentation, and communication of initiatives

Manage relationships with 3rd party vendors

Work to continuously improve existing IT processes by providing new and innovative ideas to increase automation, add value and ensure quality customer service

Periodic travel and after-hours support will be required

Partner with other IT management to ensure cohesiveness across all technology teams

Ownership of onboarding from hardware procurement to day one start for new hire employee excellent experience.

Character

Strong communication skills with the ability to deal with stakeholders at all levels

Exceptional multi-tasker with a passion for delivering outstanding customer support

Inquisitive nature with experience of challenging others ways of thinking

Collaborative approach and strong relationship building skills

Ability to think strategically and deal effectively with competing priorities and demands

Strong problem solving and analytical skills

Excellent listening skills, to enable the understanding and dissemination of requirements from varied stakeholders

Outstanding leadership capabilities, with ability to lead, train, develop, and motivate a team

Proven ability to prioritize and re-prioritize work due to changing business/client requirements

Education/Qualifications

Bachelors degree in Information Systems/IT related discipline or equivalent experience

ITIL Foundation certification

Practical Experience

5+ years experience managing a Desktop Support team

Experience in developing and implementing ITSM processes, metrics, and documentation

IT Service Management tooling experience (preferred FreshService)

Advanced technical support experience with the following technologies

Firm understanding of Active Directory/Azure/Entra ID administration

Microsoft Windows OSs and Office applications (O365)

OS and application deployment tools and imaging software

Computer hardware

The employee is expected to be punctual and ready to report to work on a consistent basis

The employee will be exposed to a fast-paced environment and is expected to be able to adjust accordingly

Physical Requirements

The employee is regularly required to sit, talk, or hear

The employee is frequently required to stand, walk, use hands to finger, handle or feel, look at a computer screen for extended periods of time; and reach with hands and arms

This is a full-time position that may require weekends and emergency onsite support afterhours

Lifting no more than 50 pounds

Must be able to work full-time, onsite in the designated BSS office location

If an applicant has a disability or impairment that prevents him/her from meeting any of these requirements, the Company will engage in an interactive process and consider reasonable accommodations to enable applicants to fulfill the essential functions of the position

? The duties listed are not exclusive and other duties may be assigned as needed or desired by the employer to meet business needs. The employer reserves the right to change, add to or eliminate positions as it deems appropriate. Your employment will be at-will, meaning you or National Debt Relief may terminate the employment relationship at any time, with or without cause or advance notice, for any reason.

Broadway Support Services is a team-oriented environment full of rewards and growth opportunities for our employees. We are dedicated to our employee's success and growth within the company, through our employee mentorship and leadership programs.

Our extensive benefits package includes:

• Law Benefits
• Private insurance
• Meal Subsidy
• Referral Program
• Transportation (Starting at 4:00 PM)
• Massive Growth Opportunities
• Continuous development
• Privileged location (City Center)
• Great Work Environment