About Us: UCT Fluid Solutions Is a leading global company that develops, manufactures and markets innovative fluid controls solutions for various industries and looking for IT Support Manager. Job Summary: The IT Support Manager is expected to bring a wealth of knowledge, ideas and experience to solve challenging problems and to elevate the performance of the team on a daily basis to be the best Support Team for the user community. Responsible to manage the local and regional IT support teams. Candidate must possess exceptional technical skills to effectively serve as the technical lead to the help desk staff, as well as strong customer service and relationship building skills to establish a positive perception of the help desk. This position is responsible for ensuring staff are meeting and exceeding expectations in regard to performance, meeting defined metrics/benchmarks and that standards and processes are followed to provide effective customer service. Essential Duties and Responsibilities: • Oversee the requests, incidents and issues collected through the help desk. • Ensure timely delivery of quality technical support service is provided to internal clients. • Manage and coordinate urgent and complicated support issues. • Act as escalation point for all requests and incidents. • Assist with the professional and technical development of staff, enabling them to set technical goals, monitoring, mentoring, and coaching that will result in the delivery of quality support. • Directs technological research by studying organization goals, strategies, practices, and user projects. • Verifies application results by conducting system audits of technologies implemented. • Foster relations with clients to gather issues and obtain feedback on help desk. • Develop reports for help desk calls and tickets. • Monitor and manage phone and ticket queue, participating in escalated calls as needed. • Motivate the team to adhere to IT best practices and deliver outstanding customer service and satisfaction while maintaining a high level of morale. • Advise IT management on situations that may require additional client support or escalation. • Build a qualified Help Desk team through innovative hiring and training techniques. • Manage process for communicating outage/emergency activities to the firm. • Manage vendor relationships as it depends on daily operational needs. • Procurement of IT related equipment and services. • Review survey feedback to improve services, tools and support experience. • Keeps current on latest technology trends. • Troubleshoot technical issues. • Answer help desk calls as needed.