IT & Website Tech Support Manager

Total Care Connections is seeking a highly skilled and motivated individual to join our team as an IT & Website Tech Support Manager. In this role, you will be responsible for providing comprehensive technical support and managing IT services for our internal team. Your primary focus will be troubleshooting issues, ensuring smooth operation of our technology systems, and implementing proactive measures to enhance the overall efficiency and security of our IT infrastructure. Additionally, you will oversee website management, search engine optimization, Google Ads management, and social media management.

Responsibilities:

Technical Support: Provide timely and effective technical support to our internal team members, including but not limited to troubleshooting issues with software applications, hardware devices, and network connectivity. Resolve user-reported problems promptly to minimize disruptions and ensure productivity.

Vendor Management: Act as the primary point of contact for our phone service provider, Dialpad, managing the service contract, troubleshooting any issues, and ensuring the smooth operation of our phone system. Collaborate with vendors to resolve service-related problems and optimize performance.

Office 365 Administration: Oversee the management of our Office 365 account, including user provisioning, license management, email configuration, and security settings. Ensure that all users have the necessary tools and access rights to effectively carry out their responsibilities.

Computer Support: Assist users with troubleshooting and resolving issues related to their computers, including hardware malfunctions, software conflicts, and operating system errors. Coordinate with external technicians or vendors for more complex hardware repairs or replacements.

Security Management: Develop and implement robust security measures to safeguard our IT infrastructure and sensitive data. Monitor and mitigate security threats, perform regular vulnerability assessments, and update security policies and procedures to align with industry best practices.

Network Management: Manage the configuration, maintenance, and troubleshooting of our network infrastructure across our three locations. Ensure optimal network performance, monitor bandwidth usage, and resolve network-related issues. Implement and manage firewalls to ensure the security of our networks.

Website Management: Administer and maintain our company website, built on the WordPress platform. Update website content, ensure its functionality, and troubleshoot any technical issues. Collaborate with internal stakeholders to develop and implement website enhancements.

Search Engine Optimization (SEO): Optimize our website to improve search engine rankings, increase organic traffic, and enhance online visibility. Conduct keyword research, analyze website performance metrics, and implement SEO strategies to attract and engage target audiences.

Google Ads Management: Develop and execute Google Ads campaigns to drive targeted traffic, increase brand awareness, and generate leads. Monitor campaign performance, optimize ad copy, and manage budgets to maximize return on investment (ROI).

Social Media Management: Manage our company’s social media presence on platforms such as Facebook, Twitter, LinkedIn, and Instagram. Develop and execute social media strategies to enhance brand awareness, engage with our audience, and promote our services. Create and schedule engaging content, monitor social media channels, and respond to inquiries and comments.

Systems Documentation: Maintain accurate and up-to-date documentation of IT systems, including network diagrams, system configurations, and user guides. Develop and update standard operating procedures (SOPs) to ensure consistency and facilitate knowledge sharing within the organization.

Technology Evaluation and Recommendations: Stay updated with emerging technologies, trends, and best practices in the IT industry. Evaluate new hardware and software solutions, provide recommendations to improve efficiency and cost-effectiveness, and assist in the implementation of approved solutions.

Qualifications:

Proven experience in providing technical support and managing IT services in a corporate environment.
Strong knowledge of Microsoft Office 365 administration and troubleshooting.
Proficiency in computer hardware, operating systems (Windows and macOS), and software applications.
Experience managing and troubleshooting network infrastructure, including firewalls and VPNs.
Familiarity with cloud-based services, virtualization, and backup solutions.
Solid understanding of information security principles and best practices.
Experience in WordPress administration, search engine optimization, and managing Google Ads campaigns.
Proficiency in social media management across various platforms.
Excellent problem-solving and analytical skills with the ability to prioritize and manage multiple tasks.
Strong communication and interpersonal skills to effectively interact with team members at all levels.
Relevant certifications (e.g., Microsoft Certified: Modern Desktop Administrator Associate, CompTIA A+, Network+, Security+) are a plus.
As an IT Managed Services Manager at Total Care Connections, you will play a crucial role in ensuring the smooth operation of our technology systems and providing technical support to our internal team. In addition, you will oversee website management, search engine optimization, Google Ads management, and social media management. Join our dynamic and collaborative team to make a significant impact on our organization’s IT infrastructure and digital presence while contributing to our success.