IT Manager (Major Incident) - 3503

PURPOSE - Barnhart is built on a strong foundation of serving others. The fruit of our labor is used to grow the company, care for our employees, and serve those in our communities and around the world.

MINDS OVER MATTER - Barnhart has built a nationwide reputation for solving problems. We specialize in the lifting, heavy-rigging, and heavy transport of major components used in American industry.

NETWORK - Barnhart has built teams that form one of our industry's strongest networks of talent and resources with over 60 branch locations across the U.S. working together to serve our customers. This growing network offers our team members constant opportunity for career growth and professional development.

CULTURE - Barnhart has a strong team culture -- the "One TEAM." We are looking for smart, hard-working people who strive for excellence in their work and appreciate collaboration. Join a team that values Safety, Servant Leadership, Quality Service, Innovation, Continuous Improvement, Fairness, and Profit with a Purpose.

Job Description: The IT Technical Support/Major Incident Manager will be responsible for managing and evaluating the performance of the Technical Support team, ensuring timely and accurate customer service with excellent communication. The successful candidate will recruit, train, and support technicians. They will establish customer service standards, contribute to improving customer support, and provide feedback to internal teams. Their role will involve developing mertrics on team productivity and maintaining a problem-solving attitude to ensure high-quality technical support and enhance client satisfaction. In this role the successful candidate will manage the major incident lifecycle from initial report, to resolution and post incident review.

Required Skills:

• Ability to lead Support desk in resolving hardware and software issues
• Ability to develop and leverage metrics to evaluate team and systems performance and provide appropriate feedback to stakeholders
• Strong leadership skills
• Experience in mentoring team members
• Experience with ITIL framework and leveraging ITIL best practices
• Proven work experience as an IT Support Manager
• Hands on experience with help desk and remote control software
• Solid technical background with an ability to give instructions to a non-technical audience
• Customer-service oriented with a problem-solving attitude
• Excellent written and verbal communications skills
• Quality Management Skills
• Excellent Vendor Management Skills
• Major Incident Management Experience
• Ability to analyze business requirements by partnering with key stakeholders across the organization to develop solutions for IT needs
• Assess vendors and develop test strategies for new hardware and software
• Experience with Data Center Operations and working knowledge of computer systems, security, network and systems administration, databases and data storage systems, and phone systems
• Disaster Recovery implementation, management, and testing experience.
• Working knowledge of Information Security best practices.

Responsibilities:

• Manage the Service desk team and evaluate performance
• Ensure customer service is timely and accurate on a daily basis
• Recruit, train and support help desk representatives and technicians
• Set specific customer service standards
• Contribute to improving customer support by actively responding to queries and handling complaints
• Establish best practices through the entire technical support process
• Follow up with customers to identify areas of improvement
• Develop reports on help desk team and system productivity
• Provide customer feedback to the appropriate internal teams, like product developers
• Manage the Service Desk team and evaluate performance
• Ensuring customer service is timely and accurate on a daily basis
• Vendor relationship management and escalations
• End to end Major incident management
• 5-10 years of experience working in IT operations
• Strong critical thinking and decision-making skills
• Excellent project management skills and strong ability to prioritize
• Firm grasp on IT infrastructure and operations best practices

Experience:

• 5-10 years of related experience
• 3 + years of IT support management experience

Education:

• A 4 year college diploma, Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field, or equivalent experience

EOE/AA Minority/Female/Disability/Veteran