IT Support Manager

The IT Support Manager at GOLFTEC Enterprises is responsible for overseeing all technical support activities in GOLFTEC Centers. Key responsibilities include serving as the escalation point for all Technology Support Teams, mentoring staff, validating technical issues for the development team, and creating training materials to assist Center staff in addressing common tech challenges.

To qualify for the IT Support Manager role at GOLFTEC, applicants should have significant experience with ticket-based support systems, advanced knowledge of Windows 11 OS, and experience in LAN setup and configuration. Additionally, a background in software installations, cloud architecture, and database administration is highly desirable.

The IT Support Manager position at GOLFTEC is hybrid, combining remote work with time at our headquarters in Englewood, CO. You'll thrive in a fast-paced, collaborative environment where innovation is encouraged, and your contributions will directly impact the success of our technological efforts.

GOLFTEC Enterprises offers a robust benefits package for the IT Support Manager role, including a competitive base salary with an annual bonus, health insurance with a company contribution, a 401(k) plan with employer matching, generous paid time off, and a continuing education allowance to support professional development.

The IT Support Manager at GOLFTEC acts as the primary liaison between the Technology Support Teams and the Software Development team. This includes validating issues that require development resources and monitoring the progress of related projects to ensure seamless communication and efficient problem resolution.

When answering this question, focus on specific systems you've used, how you handled various support tickets, and any metrics that demonstrate your efficiency in resolving issues. Illustrate with examples of how you streamlined processes or improved customer satisfaction.

Discuss your approach to team training, including methods for sharing knowledge, such as regular meetings, workshops, or creating a knowledge base. Provide examples of successful mentoring experiences and the positive impact on team performance.

Outline a systematic approach for prioritizing issues based on severity and urgency. Include any tools or methodologies you employ to ensure critical issues are addressed promptly while managing team workloads effectively.

Describe qualities such as strong problem-solving skills, effective communication, technical expertise, and leadership abilities. Reflect on how these qualities have been impactful in your previous roles and how they contribute to a successful IT support environment.

Select a meaningful example from your experience, detailing the problem, steps taken to resolve it, and the outcome. Highlight your critical thinking, teamwork, and communication skills throughout the process.

Mention how performance reviews should be constructive and growth-oriented. Discuss the importance of setting clear expectations, giving constructive feedback, and creating development plans. Share examples if possible.

Talk about your past experiences communicating and collaborating with development teams to track and address ongoing technical issues. Give examples of tools utilized and how effective communication led to successful project outcomes.

Suggest implementing regular training sessions, utilizing a centralized knowledge base, and creating easy-to-understand troubleshooting guides. Share any methods you’ve used to promote self-sufficiency among staff members.

Discuss your commitment to continuous learning through various resources such as online courses, seminars, and professional networks. Mention any relevant certifications or communities you engage with to stay updated on industry trends.

Frame your answer around your passion for technology and golf, and how you admire GOLFTEC’s innovation in the industry. Express your enthusiasm about being part of a company committed to improving golfers’ experiences and how your skills could contribute to that mission.