Purpose:

The IT Site Support Manager is responsible and accountable for the service delivery for Continuum’s information technology systems and solutions with all assigned sites. This position will oversee and manage the implementation, maintenance, administration, and support of the assigned technology systems based on the information technology and business department requirements. The IT Site Support Manager will manage a staff of IT professionals responsible for supporting our call center operations in Jamaica and work directly with the internal leadership. This position is also expected to facilitate the adoption of new or improved processes and/or procedures within assigned sites to improve productivity within their assigned team. Provides support and maintenance within the site’s desktop computing environment. This includes installing, diagnosing, repairing, maintaining and upgrading hardware and equipment to ensure optimal end-user computing performance. The person will also troubleshoot problem areas (in person, by telephone, or via email) in a timely and accurate fashion and provide end-user assistance where required.

ESSENTIAL FUNCTIONS

• May perform one or more of the following:
• Manages team responsible for installation, configuration, maintenance, and distribution of system software to desktop devices
• Manages team responsible for performing on-site analysis, diagnosis, and resolution of complex desktop problems for end-users, and recommend and implement corrective solutions
• Manages team responsible for the installation, configuration, testing, maintenance, monitoring, and troubleshooting of the end-user and network hardware, peripheral devices, printing/scanning devices, presentation equipment, software, and other products to deliver required desktop service levels.
• Define the procurement needs of equipment and supplies for responsible locations and carry out their administrative management.
• Define and manage the team that performs the operational tasks of equipment and network maintenance.
• Support development and implementation of new computer projects and new hardware installations.
• Assist in developing long-term strategies and capacity planning for meeting future hardware and organizational hardware needs.
• Assists in supporting network servers and associated systems.
• Assists with the administration and maintenance of telephony systems, such as provisioning handsets, setting up extensions, supporting user requests.
• Updates and maintains end-user computing documentation and instructions.
• All other duties as assigned.

REQUIRED EDUCATION AND EXPERIENCE

• Bachelor’s degree preferred, A+, Network+
• At least 5 years working experience as an IT manager or relevant experience.
• Excellent communication and leadership skills
• Must be flexible to work 24/7
• Has developed specialized skills or is multi-skilled through job-related training.
• Ability to communicate effectively, orally and in writing, with all levels of personnel and management.
• Strong planning and organizing skills.
• Have experience of at least 5 years administering, managing and motivating Site IT teams.

PERKS & BENEFITS

• Competitive Salary
• Comprehensive health insurance package, including medical, dental, and vision
• Paid vacation and holiday time off