About the Role
Join New Era Technology, where People First is at the heart of everything we do. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale. You'll join a team-oriented culture that prioritizes your personal and professional development while working alongside industry-certified experts.
New Era Technology offers:
- Full Benefits
- Medical, Dental, and Vision coverage
- 401K match
- 28 PTO Days including company holidays
Primary Duties
- Team Management: Lead and manage a team of IT support engineers, including training, mentoring, and performance management. Conduct regular team meetings to discuss goals and professional development.
- Support Delivery: Ensure the timely delivery of IT support services in accordance with service level targets (SLTs). Monitor ticketing systems and maintain best practices for incident, problem, and change management.
- Client Management: Act as a primary point of contact for client escalations. Build strong relationships and resolve issues promptly to ensure high customer satisfaction.
- Process Improvement: Develop and maintain documentation for policies and procedures. Implement and track key performance indicators (KPIs) to enhance service efficiency.
- Technical Leadership: Provide technical guidance on complex issues and stay current with industry trends and technologies.
Required Competencies
- Ability to assess and prioritize a high volume of support work.
- Strong knowledge of hardware, operating systems (client and server), networking, and SaaS products.
- Leadership skills with the ability to motivate and build exceptional teams.
- Excellent written and verbal communication for stakeholder interaction.
- Dedication to providing exceptional customer service.
Desired Experience
- Bachelor’s degree in information technology, Computer Science, or a related field.
- 3-5 years of experience in IT support services, with at least 2 years in a leadership role.
- Experience using ticketing systems (ConnectWise preferred).
- Experience with Managed Service Providers (MSP) is highly valued.
Expected Hours & Travel
- Full-time position (40 hours per week).
- On-call work is required for escalation on an occasional rotation.
- Travel is required occasionally, less than 10%.