IT Support Manager

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15 hours ago

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College and Beyond LLC

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Education • Fintech • B2C

College and Beyond LLC is a company dedicated to assisting students and their families with the college admissions process. Founded by college admissions and funding expert Dan Bisig, the company aims to reduce stress and anxiety for parents while ensuring students find the right college, major, and financial aid opportunities. They provide guidance on college selection, scholarship opportunities, and navigating financial aid to help students graduate on time.

1 - 10 employees

📚 Education

💳 Fintech

👥 B2C

📋 Description

• Lead, organize, and oversee the operations of the IT Support Specialist (ITSS) teams • Own service performance and accountability via metrics • Coach, develop, and enable ITSS Supervisors and teams • Deliver to service-level targets governed by SLAs and contracts • Serve as an escalation and stakeholder leader in collaboration with vCIOs and Partner Managers • Manage operating expenses and track spend • Drive operational excellence and continuous improvement • Ensure support tools enable efficient service delivery • Lead process adoption and change management • Expand and improve end-user self-service and knowledge content • Communicate and escalate risks, trends, and service-impacting issues to leadership

🎯 Requirements

• 10+ years of experience in information technology • 5+ years leading end-user support / helpdesk operations in multi-site environments • Strong understanding of IT service delivery and customer service best practices • Demonstrated people-leadership strength in coaching and performance management • Financial management skills for operating budgets and staffing plans • Ability to perform in an agile, fast-paced environment • Excellent written and verbal communication skills • Availability for occasional evening/weekend support for critical incidents

🏖️ Benefits

• Health insurance • 401(k) matching • Paid time off • Remote work options • Professional development opportunities