The IT Application Manager is responsible for overseeing the design, implementation, and maintenance of the organization's IT infrastructure, systems, and applications. This role combines technical expertise, leadership, and a customer-focused approach to ensure the reliability, security, and scalability of IT services. The IT Application Manager will collaborate with cross-functional teams, lead IT projects, and provide technical guidance to resolve complex issues.
Technical Support & Troubleshooting
- Provide first-line support for hardware, software, and network issues via phone, email, or in-person.
- Diagnose and resolve technical issues related to workstations, servers, and networking equipment to minimize downtime.
Infrastructure & System Management
- Lead the planning, design, and deployment of IT infrastructure, including servers, storage, network components, and cloud-based solutions.
- Manage and monitor Active Directory, DNS, DHCP, Windows Shares, Antivirus, and backup systems.
Collaboration & User Support
- Act as a owner of Tier I Tier II Tier III support, providing expert technical support and guidance.
- Conduct training sessions to enhance employees' technical skills and promote effective technology use.
- Work closely with other IT team members and departments to implement IT projects and improve service delivery.
Documentation & Process Improvement
- Maintain detailed records of support requests, resolutions, and system configurations using the helpdesk system.
- Create and maintain standard operating procedures and client-related documentation.
- Proactively identify and implement innovative solutions to improve IT support services and operational efficiency.
Application Management
- Administer productivity and collaboration tools such as Teams, One drive, Adobe Suite, POS, ERP
- Troubleshoot application issues, serve as an escalation point, and manage support escalations with software vendors.
- Implement security patches and maintain system configurations according to best practices.
Strategic Leadership
- Evaluate emerging technologies and trends to enhance the organization's IT capabilities.
- Contribute to strategic planning and provide technical expertise for managed service clients and internal IT needs.
Education & Experience
- Bachelor’s degree in Computer Science, Information Technology, or a related field (preferred).
- Proven experience in IT support or a similar role.
Technical Proficiency
- Strong troubleshooting skills for Windows and Mac operating systems, hardware, and networking equipment.
- Knowledge of networking concepts, including routers, switches, and security protocols.
- Familiarity with tools like Intune, Azure Update Management, and third-party patching solutions.
Communication & Customer Service
- Excellent verbal and written communication skills to interact with users of varying technical expertise.
- A customer-focused attitude with a commitment to delivering high-quality support and service.
Preferred Qualifications
- IT certifications (e.g., CompTIA A+, Network+, MCSE) are an advantage.
- Knowledge of logistics and supply chain operations is a plus.
- Competitive compensation packages
- Medical, Dental, Vision, FSA
- Retirement Savings Plan Match
- Summer Fridays
- Discounts and More!
- Annual Salary $130,000
- The offered salary for this position will vary based on role requirements determined by NYC Alliance, skill set and years of experience.