IT Manager(Help Desk)

We are currently seeking an IT Manager to join our growing teams at VITAC, a core division of The Verbit Group. VITAC's 35 years of captioning expertise together with Verbit's dual Artificial Intelligence + Human Intelligence method, makes us the most trusted solution for ensuring all video and audio content, both live and recorded, is accessible to everyone.

The IT manager will deliver timely, accurate, and effective solutions, configurations, and problem resolution to Verbit’s ecosystem of desktop and laptop computers, as well as other mobile computing devices. This role actively engages with employees, clients, contractors, and others technical personnel to resolve support requests, participate on projects, proactively support the desktop computing environment, create and maintain documentation, and provide training to technical and non-technical personnel.

Essential Duties and Responsibilities:

• Manage Service Desk/Desktop Support Team members globally
• Act as point of escalation and subject matter expert for team members
• Review issue resolution documentation and knowledge articles created by team members to confirm accuracy, maintain adherence to standards
• Assist with department and company-wide projects and initiatives
• If requested, assist with interviewing, hiring, training, and mentoring department staff
• Track trends of service requests and work with clients to mitigate recurring instances
• Review and improve client SLAs and metrics
• Perform advanced troubleshooting, configuration, administration, and repair for end user devices, email, Microsoft Office, file shares, Active Directory, and other infrastructure.
• Maintain a deep knowledge and understanding of all client environments.
• Provide tracking of leased desktop and laptop asset inventory.
• Create and present weekly/monthly reports
• Maintain network facilities in individual machines, such as drivers and settings of personal computers as well as printers.
• Administer servers, desktop computers, printers, phones, personal digital assistants, smartphones, software deployment, security updates and patches.
• Must participate in a 24/7 rotating on-call schedule on a monthly basis. Will be required to be on-call remotely and may require late night, weekend and overnight availability from time to time. Your semi-monthly pay has been adjusted to include compensation for on-call duties.
• Other duties as required