IT Support Desk Manager

We are seeking a motivated and experienced IT Support Lead to guide our team of technical support specialists. This role is pivotal in ensuring the stability and performance of our web application by providing expert-level support and leadership. The IT Support Lead will manage a team of specialists responsible for investigating and resolving complex support tickets. This is a hands-on role that involves not only leading a team but also acting as a key communicator between our support staff, client representatives, and IT engineering teams. The ideal candidate is a problem-solver with a knack for improving support processes and a passion for developing tools that empower our support organization.

 Key Responsibilities:Team Leadership and Development:

 Lead, mentor, and support a team of highly skilled IT Support Specialists.

 Foster a collaborative and high-performance team culture.

 Manage ticket queues and ensure timely and effective resolution of all support requests.

 Technical Support and Problem Resolution:

 Serve as an escalation point for complex technical issues.

 Utilize SQL queries to research and diagnose issues within the web application.

 Analyze .NET code to understand application logic and identify root causes of problems.

 Leverage Azure App Insights to monitor application performance and troubleshoot issues.

 Process Improvement and Tool Development:

 Identify recurring issues and develop scripts, tools, and documentation to be used by other support tiers for faster resolution.

 Act as a thought leader in developing innovative solutions to streamline and improve the support process.

 Collaborate with the IT engineering team to address underlying application issues and prevent future problems.

 Stakeholder Communication:

 Serve as the primary point of contact for client representatives regarding support issues.

 Effectively communicate technical information to both technical and non-technical stakeholders.

 Coordinate with IT engineering staff to escalate and resolve complex technical problems.