End User Support Manager

Division: IT Support & Infrastructure
Position: Manager, End User Support

Supporting both IT Support and Infrastructure, the Manager, End User Support will focus on the implementation, delivery and ongoing support of customized network and desktop computing solutions as well as the design, procurement, and maintenance of internal and customer network and server solutions. Atrema takes pride in employing experts in the field to provide exceptional support to our customers. Atrema employees are efficient and self-motivated individuals who are dedicated to making a contribution to the team. The successful Atrema employee is one whose desire to further their knowledge and stay current with ever-changing technologies drives them to be lifelong learners. Atrema employees are open to being vulnerable and willing to fail.


Duties & Responsibilities

The Manager, End User Support is responsible for the entire spectrum of the end-user experience. This includes the development of customer-specific IT solutions, the maintenance of all server hardware and software, and the management and tracking of progress of all issues to ensure timely resolution. Overseeing a team of system administrators and support technicians, the Manager, End User Support is responsible for, but not limited to, the following:

System Administration

  • Ensuring all hardware and software is up-to-date, fully redundant, and operating efficiently;
  • Researching, designing, and sourcing software and hardware components for systems solutions;
  • Following current procedures for obtaining approvals and purchasing hardware and software components;
  • Administering infrastructure, including firewalls, databases and other processes;
  • Server installation, maintenance, documentation, and support;
  • Research and development for key IT infrastructure and strategies;
  • Adhering to information security best practices;
  • Overseeing the creation and maintenance of accurate inventory records of all materials and parts (including software) both as individual components and complete builds;
  • Assembling desktop computers and servers, as required, especially during times of high volume;
  • Overseeing the installation and configuration of operating system and application software and ensuring that the images for each customer are maintained;
  • Supporting system administrators and technicians in providing clear, concise, and accurate telephone, email and onsite technical support and troubleshooting. In many instances this will include remote connection to a customers’ device however in some cases it will be required to walk a customer through the steps;
  • Interface with Software vendors on customer’s behalf for advanced maintenance and troubleshooting;
  • Prioritize and manage many open cases at one time;
  • Manage and adhere to customer Service Level Agreements and response times;
  • Testing and evaluating new technology;
  • Accepting and handling escalated tickets as required in a timely manner so as not to prevent the Support Technician from adherence to SLA and response times;
  • Reviewing summarized vendor requirements and deciding on best course of action; then instructing Support Technicians on best course of implementation;
  • Overseeing the management and tracking of email accounts issued to customers on several platforms including IceWarp, Exchange Server, Office 365, GMail and MailEnable;
  • Designing, creating, configuring and maintaining Virtual Private Servers;
  • Overseeing the setup, customization, and routine maintenance of customers’ WordPress sites;
  • Authenticating users requesting access to systems or account information prior to divulging secure information;

IT Support

  • Manage the documentation, tracking, and monitoring process for progress on issues to ensure timely resolution and to reduce/prevent future incidents;
  • Manage and maintain corporate standards regarding end-user hardware and software;
  • Ensuring the requests are captured and categorized accurately and consistently;
  • Implement process improvement initiatives to reduce and/or eliminate repeat incidents and develop strategies to become more efficient and effective; act as an escalation point to minimize down time of applications and personnel;
  • Encourage Total Contact Ownership;
  • Establish and maintain a positive relationship with 3rd party vendors and suppliers regarding hardware, software and licensing;
  • Support and lead support technicians in:
    • The assembly, deployment, and ongoing support of desktop computing and server solutions utilized by Atrema;
    • The creation and support of email, web, and VPS hosting solutions;
    • Setting up, maintaining, and reviewing the logs and reports from several types of system monitoring programs and responding appropriately based on the results of the logs;
    • Setting up, monitoring, and testing backups of all client data on a regular basis;
    • Researching all aspects of new requirements of Atrema’s vendors and providing accurate summaries to the Leadership team.

Leadership Responsibilities

  • Lead, mentor, and manage a team of system administrators and support technicians through on-going coaching and mentoring to ensure individual career development;
  • Lead and motivate team to provide responsive, accurate, and customer-focused IT support;
  • Provide staff members the reasonably required resources, coaching, and mentoring to ensure a positive customer experience for all Atrema clients;
  • Conduct annual performance reviews with staff members;
  • Plan and clearly communicate job expectations to staff; monitor and appraise job results, communicating frequently with staff of progress and any required improvements;
  • Administer discipline as required and outlined in Atrema’s progressive discipline policy;

Overall

All employees at Atrema are expected to undertake administrative tasks and adhere to corporate procedures. This includes, but is not limited to:

  • Creating, maintaining and following procedural documentation;
  • Notifying the Accounting Department whenever a change is made to a billable service or item;
  • Rapidly establish a good working relationship with customers and peers;
  • Maintaining accurate and timely records of all absences and exceptions to regular work hours (examples: sick time, vacation time, overtime, appointments etc.) in required format;
  • Maintaining accurate and timely Timetracker and Kayako tickets for reporting and billing purposes;
  • Adhering to all corporate policies and procedures outlined in the Employee Handbook and Code of Conduct; and
  • Ensuring all customer and proprietary information is kept in strict confidentiality.

Qualifications & Requirements

The following requirements provide a framework of required qualifications for the Manager, End User Support:

  • Post-secondary degree in related field or related work-experience;
  • 7+ years as System Administrator;
  • Experience as an IT Generalist;
  • Supervisory experience an asset;
  • Experience working with computer hardware components;
  • Experience working with server and networking components (assembling servers, configuring switches and routers);
  • Knowledge of server and domain administration;
  • Complete understanding of networking in a virtual environment (vSwitch, distributed vSwitch, VMKernel, and physical switches)
  • Willingness to learn and stay current with new and changing technologies;
  • Excellent communication skills (written and verbal) and ability to build positive relationships;
  • Strong problem-solving skills;
  • Strong organization and time management skills;
  • Committed to customer service;
  • Demonstrate diligence in planning actions and including a way back from potential problems that may arise;
  • Demonstrated reporting and documentation skills;
  • Willingness to step outside job description an asset;
  • Experience with PuTTY
  • Experience with VMware
  • Extensive knowledge of Windows and Linux servers
  • Responsive to server outages, ticket escalation and advanced network troubleshooting 24 hours per day
  • Travel as required;
  • Participate in 24/7 on-call support for system availability;

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