IQVentures is looking for an End User Computing Manager to join our to team in Dublin, Ohio.

Responsibilities:

• Hire and train qualified IT staff who will perform Service Desk duties such as taking inbound calls and creating and working service tickets.
• Create and manage schedules, including an on-call rotation.
• Monitor several inbound calls queues.
• Perform queue and ticket reporting.
• Monitor, evaluate, and triage tickets to and from IT agent teams.
• Perform regular coaching sessions with team members.
• Manage incidents and outages.
• Perform any necessary disciplinary action for team members.
• Monitor and maintain equipment and inventory levels.
• Communicate directly with company employees as needed, from front lines staff to C level staff.
• Participate in creating and maintaining internal resources and documentation.
• Interact as needed with vendor product IT support teams.
• Oversee minor projects.
• Relay information between IT upper management and department employees.

Experience and skills required:

• Experience with managing an IT service/help desk, including experience with an inbound call environment and using a ticketing system.
• Strong verbal and written communication skills.
• Self-motivation and reliability.
• The ability to remain calm under pressure.
• Excellent organizational skills.
• An understanding of IT principles, troubleshooting procedures, and managing IT incidents.
• Ability to build strong relationships with internal teams and external partners.
• Strong leadership and people managements skills including delegation, motivation, and coaching.
• Expertise in Microsoft technologies.
• Familiarity with the ITIL framework.
• Experience with writing/proof-reading communications for company-wide dissemination and explaining complex IT concepts to non-technical employees.