Better Opportunity What you’re looking for
What we’re driven to deliver
Add to eBriefcase

IT Support Manager

Better Opportunity What you’re looking for What we’re driven to deliver
Job Title:IT Support Manager
Status:Full-time, Non-Exempt
Hours:M-F, 9-5; additional hours may be
Reports to:IT Manager

Job Summary/Scope:

The Support Manager position will plan, establish and manage information technology (IT) projects and will serve as a liaison between the business and technical aspects of assigned projects. This position will manage the technical support staff by assigning tasks to them and assisting them with difficult support issues when necessary. The IT Support Manager will work independently, providing accurate and timely support. This position will also support the IT Manager with any additional tasks they see fit.

Supervisory Responsibilities:

  • Involved in the hiring process and leads in the training of members of the technical support staff
  • Assigns duties and responsibilities and oversees workflow of project staff in coordination with the IT
  • Oversees the day-to-day workflow of the department in coordination with the IT Manager
  • Conducts performance evaluations that are timely and constructive for the technical support staff
  • Handles management and discipline of the technical support staff as needed and in accordance with company policy

Essential Duties and Responsibilities:

  • Respond to inbound client inquiries via phone, TEAMS, email and online ticket escalations
  • Manages assigned IT projects to ensure adherence to budget, schedule and scope of project
  • Establishes and implements project communication plans, providing status updates to affected staff
    and stakeholders
  • Identify and learn appropriate software and hardware used and supported by the firm
  • Assist in performing hardware and software installation procedures
  • Perform software configuration on stand-alone computers and laptops
  • Provide support in diagnosing hardware and software issues and troubleshooting activities
  • Lay cables and wires for networks and ensure that they are in good working order
  • Assist in handling data migration duties
  • Document all processes in reference manuals for training and guidance
  • Take user support requests and take measures to fulfill requests
  • Assist in hardware and software inventory management
  • Handle periodic maintenance of hardware and software
  • Troubleshoot equipment such as printers and scanners and other peripherals
  • Participate in the development of software applications
  • Handle researching options and research computer bugs and their solutions
  • Handle IT-related documentation and make sure that all IT supplies are available
  • Assist in gathering user requirements and developing appropriate reports for IT professionals
  • Coordinate vendors for the acquisition of equipment and software
  • Provide support in setting up end-user training activities
  • Handle infrastructure administration activities such as server and storage capacity handling and directory services management
  • Develop incident response procedures and assist with business intelligence development activities

Education, Experience and Skills:

  • Bachelor’s degree in Cybersecurity, Computer Science, Software Engineering, Information Systems, MIS, Business Information Systems, Business or Engineering with IT focus (other related majors may be considered)
  • 3 + years of relevant experience required
  • 3 + years of experience working with clients local and remote required
  • 1 + years of managerial experience required
  • Ability to learn new technologies and processes information quickly
  • Ability to adapt to changes in timelines and sequences
  • Excellent verbal and written communication skills

Physical Requirements:

  • Prolonged periods sitting at a desk and working on a computer
  • Must be able to lift 50 pounds at a time

The above statements are intended to describe the general nature of the position and the level of work to be performed. This is not an exhaustive list of all responsibilities, duties and skills required for the position.


500 West Madison Suite 3700
Chicago IL 60661

Phone: 312-606-3200 Fax: 312-606-3232
© HMB Legal Counsel 2023. All Rights Reserved.