IT Support Manager

Acara Solutions is seeking an IT Support Manager in Buffalo, NY for our client, a global supplier of fall protection and safety solutions!

We are seeking qualified candidates with:

• Experience managing a team of IT Support Specialists
• The ability to travel within the US/CAN up to 40%
• A driven personality and customer focused attitude!

Here's what you'll do:

• Lead and manage a team of IT support specialists, including hiring, training, and performance management.
• Provide daily technical IT support to all users at Kee Safety and related Business Units around North America.
• Support tasks and troubleshooting will be related to Windows PCs (Laptop & Desktop), Microsoft Office Applications, Microsoft 365/Azure tasks, Peripheral Support (Printers, Scanners, etc), Android/iOS, Basic Network Troubleshooting (Connectivity, DNS, etc) and limited MacOS support.
• Develop and implement IT support policies, procedures, and best practices to ensure efficient and effective operations.
• Provide technical expertise and guidance to the support team, assisting with complex technical issues and escalations.
• Collaborate with other IT teams to ensure seamless integration and communication between support and other IT functions.
• Monitor and maintain service level agreements (SLAs) and key performance indicators (KPIs) to ensure timely resolution of IT support requests.
• Identify opportunities for process improvement and implement solutions to enhance the efficiency and effectiveness of the support function.
• Manage vendor relationships and contracts related to IT support services.
• Stay current with industry trends, technologies, and best practices in IT support and recommend appropriate enhancements to the organization's IT infrastructure.
• Ensure the IT Support Team is trained up (with qualifications if required) to the various software and hardware that the Group uses.
• Design, Run and Manage various IT projects as required across North America.

Position Type: Direct Placement

Pay: Up to $95K/yr. **Depending on experience

Schedule: M-F 1st shift **100% Onsite

**Please send resumes to Cara at sellonc@acarasolutions.com for immediate consideration!!**

Required Skills / Qualifications:

• Associate's Degree in Computer Science, Information Technology/Systems or related technical field; will accept work experience in an IT role in lieu of educational requirements.
• Minimum 5 years' experience managing an IT support team, including hiring, training, and performance management.
• Minimum 5 years' experience with Windows, Office 365 & Microsoft Azure.
• Minimum 5 years' experience with IT service management (ITSM) tools and incident management processes.

Preferred Skills / Qualifications:

• Strong technical knowledge and experience in troubleshooting hardware, software, and network issues.
• Excellent communication and interpersonal skills, with the ability to interact effectively with individuals at all levels of the organization.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Strong problem-solving and analytical skills.
• Familiarity with ITIL framework and best practices.
• Self-motivated, individual contributor and team player.

Additional Information:

• Must be able to travel up to 40% travel within the US/CAN.

Aleron companies (Acara Solutions, Aleron Shared Resources, Broadleaf Results, Lume Strategies, TalentRise, Viaduct) are Equal Employment Opportunity and Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity, sexual orientation, national origin, genetic information, sex, age, disability, veteran status, or any other legally protected basis. The Aleron companies welcome and encourage applications from diverse candidates, including people with disabilities. Accommodations are available upon request for applicants taking part in all aspects of the selection process.

Applicants for this position must be legally authorized to work in the United States. This position does not meet the employment requirements for individuals with F-1 OPT STEM work authorization status.