IT Systems & Application Manager

The IT Application Manager is responsible for overseeing the design, implementation, and maintenance of the organization's IT infrastructure, systems, and applications. This role combines technical expertise, leadership, and a customer-focused approach to ensure the reliability, security, and scalability of IT services. The IT Application Manager will collaborate with cross-functional teams, lead IT projects, and provide technical guidance to resolve complex issues.

Technical Support & Troubleshooting

• Provide first-line support for hardware, software, and network issues via phone, email, or in-person.

• Diagnose and resolve technical issues related to workstations, servers, and networking equipment to minimize downtime.

Infrastructure & System Management

• Lead the planning, design, and deployment of IT infrastructure, including servers, storage, network components, and cloud-based solutions.

• Manage and monitor Active Directory, DNS, DHCP, Windows Shares, Antivirus, and backup systems.

Collaboration & User Support

• Act as a owner of Tier I Tier II Tier III support, providing expert technical support and guidance.

• Conduct training sessions to enhance employees' technical skills and promote effective technology use.

• Work closely with other IT team members and departments to implement IT projects and improve service delivery.

Documentation & Process Improvement

• Maintain detailed records of support requests, resolutions, and system configurations using the helpdesk system.

• Create and maintain standard operating procedures and client-related documentation.

• Proactively identify and implement innovative solutions to improve IT support services and operational efficiency.

Application Management

• Administer productivity and collaboration tools such as Teams, One drive, Adobe Suite, POS, ERP

• Troubleshoot application issues, serve as an escalation point, and manage support escalations with software vendors.

• Implement security patches and maintain system configurations according to best practices.

Strategic Leadership

• Evaluate emerging technologies and trends to enhance the organization's IT capabilities.

• Contribute to strategic planning and provide technical expertise for managed service clients and internal IT needs.

Requirements

Education & Experience

• Bachelor’s degree in Computer Science, Information Technology, or a related field (preferred).

• Proven experience in IT support or a similar role.

Technical Proficiency

• Strong troubleshooting skills for Windows and Mac operating systems, hardware, and networking equipment.

• Knowledge of networking concepts, including routers, switches, and security protocols.

• Familiarity with tools like Intune, Azure Update Management, and third-party patching solutions.

Communication & Customer Service

• Excellent verbal and written communication skills to interact with users of varying technical expertise.

• A customer-focused attitude with a commitment to delivering high-quality support and service.

Preferred Qualifications

• IT certifications (e.g., CompTIA A+, Network+, MCSE) are an advantage.

• Knowledge of logistics and supply chain operations is a plus.

Benefits

• Competitive compensation packages
• Medical, Dental, Vision, FSA
• Retirement Savings Plan Match
• Summer Fridays
• Discounts and More!
• Annual Salary $130,000
• The offered salary for this position will vary based on role requirements determined by NYC Alliance, skill set and years of experience.