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Manager of IT Support Services in Cincinnati, OH at Interactive Business Systems

Date Posted: 7/20/2018

Job Snapshot

Job Description

Interactive Business Systems has partnered with a Cincinnati company to locate a Manager of IT Support Services for a direct-hire position


The successful  candidate will be responsible for leading the IT Service & Help Desk building a world class helpdesk function and implementing best practices to ensure the highest level of stakeholder satisfaction and the best technical solutions possible. 

He/She will identify opportunities to enhance the end user experience, manage workflow in the ticketing system, and provide escalation support to maximize stakeholder satisfaction.   In addition, the successful candidate also assist on System Admin duties, helping to ensure that system hardware, operating systems, software systems, and related procedures are kept up to date. 


  • Oversee all help desk tickets, requests, incidents and problems.

  • Provide hands-on technical support and resolve problems to the end user’s satisfaction.

  • Manage workstations, phone systems & audio/visual equipment’s.

  • Train, coach and mentor a team of support professionals. Define goals and provide direction to foster growth and productivity.

  • Establish best practices through the entire technical support process.

  • Simulates or recreates user problems to resolve operating difficulties; Proactively recommend systems modification to reduce user problems.

  • Monitor service desk productivity and performance using various tools and reporting methods. Provide data and reporting of KPI’s and trends to IT Management and others.

  • Install, configure, and monitor the performance and availability of systems.

  • Perform daily backup operations, ensuring all required file systems and system data are successfully backed up.

  • Research and test new possible products to deploy internally.

  • Develop and oversee a comprehensive IT Help Desk knowledgebase


Job Requirements

Required Skills and Experience:

  • achelor’s Degree in Computer Science, Information Systems, or related field

  • 8+ years of experience in a service desk or support center environment

  • Excellent analytical skills in how to make the service desk operation more efficient in serving customers and managing its workload Knowledge in IT process automation such as backup and recovery, and deployment.

  • Proven ability to problem solve in both technical and operational situations; eager to identify solutions.

  • Experience working with Windows and Mac.

  • Team management skills

  • Understanding of Active Directory, Storage, Systems, Networking and SharePoint a plus

Interested candidates should send a resume and brief cover note to the attention of Samantha Clements at Interactive Business Systems (

About IBS: IBS, Interactive Business Systems, Inc., is an IT solutions and staffing company known for achieving business objectives and bottom-line results through the smart architecting, implementation and management of technology. In three decades of developing the technology applications, tools, environments and teams that foster top business performance, we have become an industry-leading IT services provider.