IT Support Services Manager

Company: Overhaul Group
Location: Austin
Posted on: May 25, 2023

Job Description:

WHO WE ARE -
Overhaul is a supply chain integrity solutions company that allows shippers to connect disparate sources of data into the first fully transparent situational analysis engine designed for the logistics industry. Data that is transformed into critical insights can instantly trigger corrective actions, impacting everything from temperature control to handling requirements or package-level tracking, ensuring cargo arrives at its destination safely, undamaged, and on time. We are a dynamic, innovative, and fun team who is highly committed to our customers' experiences and our Mission and Vision.
POSITION SUMMARY:

This role is responsible for managing the IT Support team for the successful execution of the company's internal IT operations, interacting with IT vendors, and partnering with internal customers to ensure successful IT support. Overhaul has IT Support Team members in US, Ireland, Mexico, and Brazil.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
Responsibilities:
--- Manage the global IT Support Team department staff, including hiring, training, evaluation, guidance, discipline, and development of staff.--- Train, coach, and mentor a customer-focused support team (5+ team members in four countries).--- Oversee and coordinate urgent and complicated support issues and act as a primary escalation point for all requests and incidents.--- Provide data and reporting of KPI's and Support Services ticketing trends to IT leadership on a weekly or monthly basis, or as needed.--- Monitor and manage the ticket management system queue of support tickets to meet or exceed internal SLAs.--- Responsible for IT procurement process and reporting/budget tracking.--- Key role in building projects to coordinate long term IT plans/needs both internally and externally.--- Maintain positive working relationship with department leaders.--- Manage all IT Support Team related needs, operations, and initiatives.--- Meet regularly with support team staff to develop, define, and review goals, initiatives, and challenges.--- Managing the documentation and development of IT Support policies, procedures, standardizations, and workflows.--- International travel-ready, but not expected.--- Availability for taking on Support Calls even on after hours.--- Demonstrate a commitment to the overall success of the Support Services team through process improvement, mentoring and continuous learning.
Qualifications:
--- Deep experience in IT Support processes, ticketing system, SLA measurement, agent performance measurement.--- Exceptional customer service and remote trouble shooting skills with a problem-solving attitude.


--- Strong skills with TCP/IP and related protocols, including DNS, DHCP, VPN, routing, switching, and troubleshooting issues relating to these protocols.--- At least 6 years of combined experience in technical support, data protection, emergency recovery, VOIP, Office 365, and purchasing/budgeting.--- B.S. in Computer Science OR minimum of 8+ years of increasing IT Administration and Management responsibility in a multi-system, multi-platform environment--- A+/Network+/Apple certification are a plus--- SharePoint online experience a plus

Our Core Values and how they benefit you as an "Overhauler"Authenticity, Receptivity and Trust - - - - - -Extremely competitive base salary package - - - - - - -401(k) with Overhaul match - - - - - - -Flexible working schedules - - - - - - -Remote, hybrid, and/or In-office*Encouragement and Learning - - - - - -Progressive advancement opportunity & career mobility - - - - - - -Paid development personal stipend - - - - - - -Monthly lunch and learns - - - - - - -2 Unique learning systems w/Instructor led contentWellness and Integrity - - - - - -Rotating Overhaul "Perks @ work" (Discounts and Freebies) - - - - - - -Overhaul fully provided healthcare plan - - - - - - -Employee assistance & wellbeing programs - - - - - - -New Parent/Family/Caregiver leave(s) - - - - - - -Daily BAMM time (body and mind movement) - - - - - - -Life by design vacation policy
Diversity and Inclusivity Statement:
Overhaul has always been, and always will be, committed to diversity and inclusion. Our Overhaul Culture Code's top listed commitment is to "Diversity and Synergy." - All aspects of employment will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. We strongly encourage people from underrepresented groups to apply! -

Keywords: Overhaul Group, Austin , IT Support Services Manager, Executive , Austin, Texas