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IT Support Manager
Job in
Phoenix, Maricopa County, Arizona, 85003, USA
Listed on 2026-03-01
Listing for:
StrataTech Education Group
Full Time
position Listed on 2026-03-01
Job specializations:
-
IT/Tech
IT Support, Technical Support, Systems Administrator
Job Description & How to Apply Below
- Define, implement and drive adoption of Incident Management process, including developing strategies for self-help, service requests and student and staff onboarding.
- Define, implement and drive adoption of Problem Management process to drive down recurring incidents and improve the overall environment.
- Participate in Release Management process to ensure that new and updated systems and features are ready to transition to support with correct documentation, categorization and support procedures.
- Participate in Asset Management process to ensure correct capture and reporting of aged assets.
- Participate in defining new assets in terms of categorization and criticality.
- Implement new version of current ticketing system to enhance data capture, workflow and reportability.
- Implement knowledgebase to increase time to resolve issues and support self-service.
- Act as Tier 1 Support for both Corporate and RSI (Phoenix) locations.
- Responsible for procurement of new hire equipment.
- Design, develop and distribute various reports reflecting IT and environmental performance.
- Act as Tier 2 Support for escalated issues and participate in coordinating resolution to outages.
- Required onsite presence 3 x a week at a minimum.
- Define, implement and drive adoption of Incident Management process, including developing strategies for self-help, service requests and student and staff onboarding.
- Define, implement and drive adoption of Problem Management process to drive down recurring incidents and improve the overall environment.
- Participate in Release Management process to ensure that new and updated systems and features are ready to transition to support with correct documentation, categorization and support procedures.
- Participate in Asset Management process to ensure correct capture and reporting of aged assets.
- Participate in defining new assets in terms of categorization and criticality.
- Implement new version of current ticketing system to enhance data capture, workflow and reportability.
- Implement knowledgebase to increase time to resolve issues and support self-service.
- Act as Tier 1 Support for both Corporate and RSI (Phoenix) locations.
- Responsible for procurement of new hire equipment.
- Design, develop and distribute various reports reflecting IT and environmental performance.
- Act as Tier 2 Support for escalated issues and participate in coordinating resolution to outages.
- Required onsite presence 3 x a week at a minimum.
Education and Experience
- Bachelors of Science in Technical or Engineering discipline or 10+ years of experience in technical support, required.
- 5+ years’ experience implementing or adopting ITIL or similar ITSM framework preferred.
- 3-5 years’ experience in a Service desk environment, required.
- 2-3 years’ experience as acting Incident or Problem Manager, preferred.
- Experience designing and implementing workflow systems to support ITSM process.
- Must be service-oriented with a natural inclination to improve the supported environment.
- Strong ability to troubleshoot, test, repair and service technical equipment.
- Experience supporting SIS, LMS, CRM and learning components desired.
- Excellent communication skills, including verbal and written.
- Experience in developing reports to socialize workflow adherence.
- Strong MS Office experience including Word, Excel, PowerPoint and Visio.
- Responsible for the hiring and day-to-day performance management of IT Support Specialists.
- Responsible for contracted relationship and performance for MSP’s and 3rd Party Support resources.
- Most work is performed in a temperature-controlled office environment.
- Incumbent may sit for long periods of time at a desk or computer terminal.
- Incumbent may use calculators, keyboards, telephone and other office equipment.
- Stooping, bending, twisting, and reaching may be required.
- Some work may be completed in classroom or shop environment.
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