Keystone Technologies Corp
IT Support Manager (Hybrid)
Job Location
Upper Gwynedd, PA, United States
Job Description
*This is a hybrid position. Please do not apply unless you are local to our office in Lansdale, PA.*
The Opportunity:
The IT Support Manager oversees a team of 2-3 help desk engineers, ensuring timely resolution of IT support tickets and the efficient operation of all networks, workstations, and software. This role involves managing network architecture, collaborating with our Managed Service Provider (MSP) for server reliability, and providing technical support for in-person and remote employees.
The IT Support Manager develops and implements help desk policies, maintains IT asset inventory, ensures compliance with software licensing, and collaborates with the VP of IT and Senior Systems and Network Engineer to enhance IT infrastructure and implement new technologies.
Who we are:
Founded in 1945, Keystone Technologies is a third-generation, family-owned business headquartered in the Greater Philadelphia area. A national leader in the commercial and industrial lighting industry, Keystone reaches customers across the U.S. with its mission of "Light Made Easy." We are an engaged and collaborative team where individuals are supported to reach their full potential.
Keystone's core values:
Our benefits include medical, dental, vision, voluntary life insurance, employer-paid group life insurance, short-term disability, a 401k plan with company match, paid time off, and philanthropic opportunities.
Your Impact:
Please note that we do not accept unsolicited resumes from recruiters or employment agencies.
Location: Upper Gwynedd, PA, US
Posted Date: 9/27/2024
The Opportunity:
The IT Support Manager oversees a team of 2-3 help desk engineers, ensuring timely resolution of IT support tickets and the efficient operation of all networks, workstations, and software. This role involves managing network architecture, collaborating with our Managed Service Provider (MSP) for server reliability, and providing technical support for in-person and remote employees.
The IT Support Manager develops and implements help desk policies, maintains IT asset inventory, ensures compliance with software licensing, and collaborates with the VP of IT and Senior Systems and Network Engineer to enhance IT infrastructure and implement new technologies.
Who we are:
Founded in 1945, Keystone Technologies is a third-generation, family-owned business headquartered in the Greater Philadelphia area. A national leader in the commercial and industrial lighting industry, Keystone reaches customers across the U.S. with its mission of "Light Made Easy." We are an engaged and collaborative team where individuals are supported to reach their full potential.
Keystone's core values:
- Wow Customers
- Grow Passionately
- Do Right
- Value People
- Challenge Convention
Our benefits include medical, dental, vision, voluntary life insurance, employer-paid group life insurance, short-term disability, a 401k plan with company match, paid time off, and philanthropic opportunities.
Your Impact:
- Manage and lead a team of 2-3 help desk engineers, providing guidance, support, and performance feedback
- Implement and maintain network architecture, including local area networks (LANs), wide area networks (WANs), network segments, and other data communication systems
- Work with our Managed Service Provider (MSP) to ensure server reliability and disaster recovery systems are robust and tested regularly
- Oversee the ticketing system, ensuring timely response and resolution of IT support tickets while delivering projects on time
- Ensure networks, workstations, operating systems, and software applications are operational; ensure hardware and software is patched and/or updated; ensure all analog and broadband circuits are operational
- Provide technical support for both in-person and remote employees, addressing hardware, software, and network issues
- Develop and implement help desk policies and procedures to improve efficiency and service quality
- Maintain an inventory of IT assets, ensuring all equipment is up-to-date and in good working condition
- Ensure compliance with all software licensing agreements; manages and safeguards software media and associated licenses
- Present and implement technological alternatives to streamline functions and improve productivity
- Maintain technology policies, standards, and procedures manual; develop and maintain related technology checklists
- Ensure technology documents/certificates such as product registrations, certificates, maintenance agreements, service contracts, etc. related to technology operations and/or technology services are evaluated, updated and processed
- Collaborate with the VP of IT and the Senior Systems and Network Engineer to identify and implement new technologies and improvements to the IT infrastructure
- Conduct regular training sessions for employees on new software and best practices
- Monitor help desk performance metrics and generate reports to assess the effectiveness of support services
- Stay up to date with industry trends and advancements in technology
- Bachelor's degree in information technology, computer science, or a related field
- Proven experience in a help desk or technical support role, with at least 2 years in a supervisory or managerial position
- Familiarity with Prophet 21 or other ERP systems a plus
- Experience with ticketing systems and IT service management (ITSM) tools
- Relevant certifications (e.g., CompTIA A+, ITIL) are a plus
- Strong technical knowledge of hardware, software, and network systems
- Excellent problem-solving and troubleshooting skills
- Outstanding customer service and communication skills
- Ability to manage multiple tasks and prioritize effectively
Please note that we do not accept unsolicited resumes from recruiters or employment agencies.
Location: Upper Gwynedd, PA, US
Posted Date: 9/27/2024
Contact Information
| Contact | Human Resources Keystone Technologies Corp |
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