Manager of IT Job at JumpCrew in Nashville, TN
JumpCrew is a customer acquisition platform that integrates sales and digital marketing to help clients grow brand awareness, leads, and revenue. JumpCrew is the perfect place for self-driven, dynamic people who want to learn and help businesses grow. If you take an entrepreneurial approach to problem-solving, work well in a high-growth, fast-paced environment, and are brave enough to not wear a seat belt in a rocket ship so you can lean closer to the stars; then JumpCrew could be the place for you!
We are seeking an IT Manager to lead a team of support technicians in all aspects of technology operations. The leader will develop and maintain a high level of technical competence over a varied range of products, including legacy systems.
The right candidate must be highly autonomous, possessing strong project and time management skills and have both the desire and ability to work in a fast-paced environment. Possess superior customer service skills, extensive knowledge of both computers (hardware and software) and demonstrate excellent written and verbal communication skills. A successful track record of designing simple, scalable solutions and troubleshooting complex network problems is also essential.
Manage the IT Service Desk team and evaluate performance
Assist in triage of tickets and re-prioritization based on business needs
Ensure customer service is timely and accurate on a daily basis
Ensure all customer requests and problems are logged, escalated and managed within the Service Management software tool
Recruit, train and support Service Desk representatives and technicians
Set and measure performance according to specific customer service standards
Contribute to improving customer support by actively responding to queries and handling complaints
Act as Liaison between front line support and higher-level technical experts (internal or external) to troubleshoot and resolve issues
Establish and implement standards and best practices through the entire technical support process
Follow up with customers to identify areas of improvement
1-2 years of direct management experience
Proven work experience as an IT Service Desk manager
Hands on experience with IT Service Management and remote control software
Solid technical background with an ability to give instructions to a non-technical audience
Customer-service oriented with a problem-solving attitude
Excellent written and verbal communications skills
Lead an IT team in past positions
Strong troubleshooting methodology and analytical skills.
Demonstrated initiative (self-starter) and ability to stay current with new technologies and best practices
Knowledge of basic LAN/WAN networking including wireless access points, Warehouse Management Systems (preferred), VOIP Phone Systems (preferred)
Location: Nashville Office
Generous tenure-based PTO plan
9 company holidays
Learning and career growth opportunities
In-house kitchen with coffee
Regular company outings – lunch and happy hours!
JumpCrew integrates marketing with sales to accelerate our client’s business growth. We also leverage this expertise to acquire and digitally transforming publishers. JumpCrew’s solutions combine technology with a human touch. We work with a growing roster of clients in publishing, healthcare, media, and technology to help them build awareness, increase leads, and convert sales.
The company is headquartered in Nashville, TN. JumpCrew has been recognized as the #1 best small company to work for in Nashville (2017), one of the best places to work in Nashville (2018 & 2019) according to the Tennessean and is one of Crunchbase’s 50 hot startups. For more information, visit https://jumpcrew.com/.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Company Location: Nashville, TN