IT Support Manager

Schumacher & Co. is an innovative interior design company that is disrupting the $150 billion-dollar global interior design industry. We are a technological leader on the design frontier, constantly pushing boundaries and striving for excellence. With over 500+ employees and growing, we are driven by a shared belief that design transforms life. We are dedicated to the mission of helping our customers "celebrate the feeling of home". Schumacher designs and produces some of the most beautiful fabrics, wallcoverings, trims, furniture, and accessories in the world. Our portfolio of products is broad, but they are united by a passion for design, a thirst for what is next, an appreciation for what's come before, a drive to make our products with enormous care and attention to detail. Schumacher is a globally recognized company with a myriad of showrooms both domestically and internationally.

About The Role:

FSCO is looking for an IT support Manager to join our tech team. The IT Support Manager is responsible for managing and guiding the IT support team to ensure the delivery of high-quality technical support services to end users. This role involves overseeing the day-to-day operations of the IT support team, ensuring the timely resolution of technical issues, and maintaining high levels of end-user satisfaction. The ideal candidate will have a strong technical foundation, experience in leading a small team, and expertise in ticketing systems, remote access tools, Microsoft 365, networking protocols, Azure cloud infrastructure, SaaS solutions, and Windows and Mac operating systems. A focus on onboarding processes, strong leadership skills, and a commitment to continuous learning and growth are essential.
Key Responsibilities:

Team Leadership:

• Manage the daily operations of the IT support team, ensuring efficient workflows and task assignments.
• Provide mentorship, guidance, and training to junior IT support staff.
• Partner in the recruitment and onboarding of new IT support personnel.
• Lead and motivate a small team of IT support staff or interns, fostering a collaborative and supportive environment.

Technical Support:

• Oversee the resolution of IT support issues, ensuring timely and effective solutions are provided.
• Develop, implement, and maintain IT support policies, procedures, and standards.
• Monitor the support ticketing system, ensuring tickets are resolved within established SLAs and customer expectations are met.

Customer Service:

• Serve as the primary point of contact for escalated technical issues, ensuring prompt and satisfactory resolutions.
• Build and maintain strong relationships with end users and stakeholders, acting as an advocate for their needs.
• Conduct regular reviews to assess customer satisfaction and identify areas for service improvement.

Process Improvement:

• Lead initiatives to evaluate and enhance IT support processes, driving efficiency and effectiveness.
• Implement industry best practices to optimize team performance and service delivery.
• Stay current with industry trends and emerging technologies to recommend and implement innovative solutions that benefit the organization.

Documentation and Reporting:

• Maintain comprehensive documentation of IT support processes, procedures, and policies. Expand existing knowledge bases.
• Generate and analyze reports on IT support performance, customer satisfaction, and support trends to identify areas for improvement.
• Develop and monitor key support metrics, providing visibility on ticket participation, ticket volume, and other relevant data points.

Collaboration:

• Work closely with other IT leads to ensure seamless and consistent delivery of IT services across the organization.
• Collaborate with vendors and third-party support providers to address and resolve complex issues.
• Participate in IT projects and initiatives, providing subject matter expertise and support.

Compliance and Security:

• Ensure IT support services comply with relevant regulations, standards, and internal policies.
• Collaborate with the Tech Ops team to maintain the security and integrity of IT systems and infrastructure.

Onboarding Processes:

• Manage and continually improve IT onboarding processes for new employees, ensuring a smooth and effective transition.
• Ensure new hires are equipped with the necessary IT resources and access to perform their roles effectively.
• Provide comprehensive training and orientation to new employees on IT systems, tools, and best practices.

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• 2-4 years of experience in IT support or a related role, with a proven track record of leadership.
• Strong technical knowledge across various IT systems and platforms, including Microsoft 365, Azure cloud infrastructure, networking protocols, and SaaS solutions.
• Experience leading a small team and providing mentorship to junior staff.
• Proficient in ticketing systems, remote access tools, and both Mac (80%) and Windows (20%) operating systems.
• Excellent problem-solving, analytical, and decision-making skills.
• Exceptional customer service orientation and strong communication abilities.
• Ability to work effectively in a fast-paced, dynamic environment with competing priorities.
• Leadership potential with a strong desire to learn and grow in a management role.

This is Hybrid Role, and you will be based Onsite 4 Days Week in our beautiful NYC Corporate Headquarters.
Salary: $80,000 Per Year

Benefits Package:

Your well-being is our top priority. Our benefits and total compensation are designed for the whole person, caring for both you and your family.

Wealth Benefits:

• Competitive Salary

• Corporate Annual Profit Sharing

• 401K Plan

Health Benefits:

• Dental Coverage

• Medical Coverage

• Prescription Drug Plan

• Vision Coverage

• Health Savings Account (HSA)

• TELADOC

Other Benefits:

• 25 Days Paid Time Off (PTO)

• 10 Company Holidays

• Bereavement Leave

• Life Insurance

• Flexible Spending Accounts (FSA)

• AFLAC Plans (Accident and Critical Illness Plans)

• Pet Insurance

• Short-Term Disability (STD)

• Long Term Disability (LTD)

• Parental Medical Leave

• Child Bonding Leave
• Employee Discount

Schumacher & Co. is an Equal Opportunity Employer committed to diversity, inclusion, and equality in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state or local law.

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