IT Support Manager

The IT Support Manager at Skilled Wound Care is responsible for overseeing the daily operations of the IT support team, managing ticket resolution, mentoring staff, and ensuring excellent customer service. This role also includes conducting performance reviews, optimizing support processes, and reporting on key metrics to executives.

Candidates for the IT Support Manager position at Skilled Wound Care should have 5+ years of experience in IT support, with at least 1-2 years in a leadership role. A bachelor’s degree in IT or a related field is preferred, along with strong analytical and communication skills.

Leadership experience is crucial for the IT Support Manager position at Skilled Wound Care. The ideal candidate needs to effectively manage and mentor a diverse support team, demonstrating the ability to lead by example and optimize processes to ensure high-quality support.

An IT Support Manager at Skilled Wound Care should be proficient in helpdesk software like Freshdesk, Zendesk, or ServiceNow. Familiarity with ITIL frameworks and ticketing systems is also essential, along with experience troubleshooting hardware and SaaS solutions.

Skilled Wound Care offers a comprehensive benefits package for the IT Support Manager role, including health, dental, and vision insurance, a generous 401k plan, paid time off, life insurance, and an education stipend to support continuous learning.

In responding to complex technical issues, describe your step-by-step approach. Highlight your analytical skills in identifying root causes and your communication strategy for updating stakeholders as you work towards a solution.

Focus on key performance indicators such as ticket resolution time, customer satisfaction scores, and team performance metrics. Provide examples of how you've previously used these metrics to drive improvements in your team.

Discuss your leadership style, emphasizing the importance of mentoring through regular feedback and development opportunities. Share specific methods you use to nurture talent and foster a collaborative team environment.

Think of a specific initiative where your changes led to measurable improvements. Use data to illustrate the impact your adjustments had on efficiency and customer satisfaction.

Highlight your strategies for maintaining clear communication channels, such as regular meetings, status updates, and collaborative tools that promote transparency and responsiveness among teams.

Talk about your interpersonal skills and approaches, such as active listening, empathy, and providing quick resolutions. Share experiences that showcase your effectiveness in defusing tense situations.

Mention your commitment to professional development, such as attending ITSM conferences, completing relevant certifications, and participating in webinars that keep you informed about industry trends and innovations.

Provide an overview of the helpdesk tools you have worked with, focusing on how you’ve utilized their features to enhance ticket management, track performance, and improve service delivery.

Reflect on challenges such as communication barriers or time zone differences. Explain how you’ve implemented solutions to build a cohesive and effective team.

Share your enthusiasm for the company’s mission and values, emphasizing how your skills align with the needs of the organization and how you see yourself contributing to their success.