Manager - IT Support

This position is responsible for leading a team of IT support personnel and ensuring excellent customer service and technical support is provided to Titan Machinery employees. Works alongside team to identify and resolve technical problems associated with software, hardware, network systems and other equipment.

Manage IT help desk issues, projects and supervises IT help desk personnel
• Maintain excellent service throughout all help desk operations by ensuring quality and customer service standards are met
• Troubleshoot hardware, software, network systems and other equipment, research issues and identify solutions
• Provide over the phone and in person support
• Support desktop and laptop computers, Android and iOS mobile devices
• Responsible for computer repair, configuration, deployment, and IT asset tracking
• Support Office 365 applications, cell phone plans, printing, VOIP telephony and shipping software
• Configure and manage help desk software as needed
• Provide basic administration of data center hardware and software
• Define, develop, and track quality and service metrics for calls and tickets
• Analyze and resolve quality and customer service problems
• Define and implement severity levels and associated SLAs
• Documents all support calls and includes resolution steps
• Creates documentation, instructions and updates knowledgebase
• Takes part in on-call rotation
• Participate in evaluating new hardware and software
• Facilitate and participate in the design of strategic IT solutions
• Work with System Administrators to resolve complex and recurring issues
• Coordinate with System Administrators to deliver required updates and patches
• Evaluate and improve IT processes and end user processes pertaining to IT
• Training of users in computer, phone usage, and other related processes
• Travel to stores to install and configure computer hardware and software as needed
• Follow all procedures of the company and IT department
• Identifies and implements process improvements in daily duties
• Follow all safety rules and regulations while performing work assignments
• Other duties as assigned

Required:

• Minimum of 5 years' work experience providing user support and troubleshooting hardware, software, network systems and other equipment and/or related military experience
• Ability to handle and resolve frequent interpersonal conflict
• Ability to perform in a fast-paced, stressful work environment
• Ability to manage multiple requests simultaneously, and prioritize work based on severity
• Ability to respond quickly, accurately, and professionally to demands and requests from customers and employees
• Ability to travel on a limited basis, with overnights included, and work flexible hours
• Exemplifies Titan Machinery's Core Values
• Keen attention to detail, high level of initiative, and the ability to work independently
• Ability to work creatively within groups and individually
• Demonstrated ability to handle highly confidential and sensitive information
• Demonstrated strong analytical and problem-solving skills
• Effective at time management and multi-tasking
• Ability to form and maintain effective relationships with diverse personalities both externally and internally
• Excellent customer service skills
• Excellent written and verbal communication skills
• Strong system implementation, and/or system integration experience and skills

Preferred

• Associate's Degree

Titan Machinery provides a generous total compensation package including the following:

• Health Insurance - Titan Pays the Premium for Single Coverage!!
• Dental Insurance - Titan Pays the Premium for Single Coverage!!
• Vision Insurance - Optional
• (PTO) Paid Time Off starts accruing on your First Day of Full-time employment!
• 401(k) with company matching on your FIRST DAY of employment
• HSA (Health Savings Account)- up to $1500 tax-free each year, paid to your account by Titan Machinery.
• Parental Bonding Leave
• Pregnancy-Related Leave
• Performance-based incentives
• 7 Paid Holidays
• Competitive Wages
• Paid Long-term Disability Insurance
• Paid Basic Life/AD&D Insurance
• Optional Insurance Products: Life/AD&D Insurance, Short Term Disability, Accident & Critical Illness, Identity Theft Protection
• FSA (Flexible Spending Account) for eligible expenses and dependent care costs
• Employee Discounts at Titan Machinery, Vehicle Discount, Enterprise Car Rental, Hertz Car Rental, Choice Hotels, and Profile Plan
• Titan Paid Employee Assistance Program (free and confidential Counseling, Legal Advice, and more)
• Titan Paid Bereavement Leave
• Ongoing Professional Training Opportunities
• Tuition Assistance for educational/professional growth
• Paid time for Team Titan Volunteer Activities in your Community
• Volunteer Firefighter/EMT Paid Time Off
• Titan Uniform/Branded Apparel Program
• #TMManagement

Titan reserves the right to adjust compensation based on factors including but not limited to: scope and geography of the position, qualifications and experience of candidates, and other business and operational conditions. Titan Machinery is an Equal Opportunity / Affirmative Action employer: Women, Minorities, the Disabled and Veterans are encouraged to apply.