IT Support Manager

Job Description: 

We are seeking an experienced IT Support Manager to lead our national and international support team. The ideal candidate will be responsible for overseeing the daily operations of the IT support team, ensuring efficient resolution of tickets, optimizing processes, and delivering high-quality customer service. This role requires a hands-on leader who can provide guidance, solve complex technical issues, and foster a culture of accountability and excellence.

Key Responsibilities: 

• Manage and mentor an IT support team, including national and international employees.
• Lead by example, providing excellent customer support and demonstrating patience and professionalism.
• Conduct regular performance reviews, training, and development initiatives for team members.
• Oversee support ticket queues, ensuring timely resolution and adherence to SLAs.
• Track and optimize response and resolution times to improve overall support efficiency.
• Follow up on complex support issues, providing strategic solutions and root cause analysis.
• Ensure all support tickets and issues are handled in a timely and efficient manner.
• Provide support for hardware, internal SaaS solutions (such as the company’s Electronic Medical Record system), and third-party software solutions.
• Troubleshoot and resolve issues related to PCs, laptops, printers, network devices, and other IT infrastructure.
• Assist employees with system access issues, software errors, and functionality concerns.
• Escalate unresolved technical issues to the appropriate internal teams for further investigation and resolution.
• Continuously improve support processes and procedures to maximize the effectiveness of the team and available resources.
• Monitor support trends, identify recurring issues, and work proactively to prevent future problems.
• Regularly report key support metrics, trends, and improvement areas to executives and team members.
• Work closely with engineering and infrastructure teams to report software, SaaS platform, and infrastructure issues.
• Ensure seamless communication between IT support and other technical teams, facilitating prompt resolutions.
• Calm and manage upset clients and employees, demonstrating excellent problem-solving and communication skills.
• Ensure all support interactions align with company policies and customer service standards.
• Maintain expertise in helpdesk software such as Freshdesk, Zendesk, ServiceNow, or equivalent tools.
• Ensure helpdesk tools and workflows are used efficiently to track and resolve support requests.
• Stay up to date on IT service management best practices and emerging technologies.

Required Qualifications & Experience: 

• 5+ years of experience in IT support, with at least 1-2 years in a leadership or managerial role.
• Must be willing to work out of our Playa Vista office 4-5 days/week
• Bachelor’s degree in IT, Computer Science, or a related field (or equivalent work experience).
• Strong knowledge of IT support best practices, troubleshooting methodologies, and helpdesk operations.
• Experience supporting hardware, internal SaaS platforms (such as EMR systems), and third-party software solutions.
• Proficiency in ticketing systems such as Freshdesk, Zendesk, ServiceNow, or Jira Service Management.
• Familiarity with ITIL frameworks and best practices for IT service management.
• Ability to manage and lead a diverse, distributed team across multiple time zones.
• Excellent communication, problem-solving, and conflict resolution skills.
• Strong analytical skills to track performance metrics and identify areas for improvement.
• Experience working with cloud-based systems, networking, and infrastructure troubleshooting is a plus.
• Must be authorized to work in the US.

Preferred Skills: 

• Experience implementing or optimizing IT support processes and workflows.
• Knowledge of scripting or automation to improve support efficiency.
• Familiarity with remote support tools and best practices for distributed teams.
• IT certifications such as ITIL, CompTIA A+, Microsoft Certified: Azure Fundamentals, or equivalent are a plus.

Details: 

• This position will be a full time position located onsite at our Playa Vista, CA office location
• Salary range: $85,000-$110,000, depending on experience/qualifications
• Health, Dental, Vision Insurance
• Generous 401k plan
• Paid time off and holidays
• Life Insurance
• Education stipend 

(Skilled Wound Care is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age (40 or older), disability or genetic information).