Information Technology Support Manager
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Job Summary:
We are seeking an experienced and proactive IT Support Manager to lead our IT support operations. The ideal candidate will be responsible for managing the support team, ensuring high-quality technical assistance, maintaining IT systems, and driving continuous improvement in service delivery. This role requires strong leadership, technical expertise, and a customer-focused mindset.
Key Responsibilities:
- Lead, mentor, and manage the IT support team to ensure efficient and timely resolution of technical issues
- Oversee daily IT support operations, including incident, problem, and service request management
- Establish and monitor KPIs, SLAs, and service standards for support performance
- Coordinate with internal stakeholders to understand business needs and align IT support services
- Manage escalation processes and ensure critical issues are resolved promptly
- Maintain and improve IT infrastructure, systems, and end-user computing environments
- Implement and optimize IT service management (ITSM) tools and processes
- Ensure documentation of procedures, troubleshooting guides, and knowledge base articles
- Manage vendor relationships and third-party support services
- Drive continuous improvement initiatives to enhance user experience and operational efficiency
- Ensure compliance with security policies and IT governance standards
Required Qualifications:
- Bachelor’s degree in Information Technology, Computer Science, or related field6–10 years of experience in IT support, with at least 2–3 years in a managerial role
- Strong knowledge of IT infrastructure, networks, systems, and end-user support
- Experience with ITSM frameworks such as ITILProven ability to manage teams and deliver high-quality support services
- Excellent problem-solving and decision-making skills
Preferred Skills:
- Certifications such as ITIL, CompTIA, Microsoft, or Cisco
- Experience with ticketing systems (e.g., ServiceNow, Jira Service Management)
- Strong communication and stakeholder management skills
- Ability to work in a fast-paced, dynamic environment
- Experience in managing remote or distributed teams