The Systems Support Manager is responsible for managing the systems support team and service delivery. This person will be responsible for ensuring the health of our end users IT assets and their consistent availability and up time. Projects, mentoring, and trouble tickets may also be required. This is a strong customer service/technical position that requires an individual with patient yet a steadfast approach to solving problems.
Essential Functions, Duties and Accountabilities
Personnel Development (conduct monthly meetings, set objectives, document appraisals, conduct salary administration, monitor performance, take disciplinary action as necessary).
Understand and deliver established service level agreements
Assist other team members with escalated support requests as necessary, either by coaching the team member or by assuming responsibility for the request.
Actively recommend ways to improve support services
Work to ensure that customer satisfaction is always our highest priority
Ensure all customer issues are expediently addressed, resolved, and documented with ticket notes.
Build a trusted team of go getters
Execute high end projects
Manage the day-to- day operations of the Systems Support Team including setting priorities, assigning resources, and ensuring goals are achieved
Minimum Requirement and Qualifications
Experience with web servers (IIS/Apache), SSL certificates, FTP, DNS
Experience with Microsoft Server 2003 – 2012 and Windows XP – 10
Strong Microsoft Background (MCSE)
Basic understand of networking
Experience with server hardware
Virtual Machine experience (VMware ESXi, VDI, Hyper-V, Azure, AWS)
Must have 6+ years of experience
This position is located in Reston, VA