Information Technology Support Manager

Job SummaryWe 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 ResponsibilitiesLead, mentor, and manage the IT support team to ensure efficient and timely resolution of technical issuesOversee daily IT support operations, including incident, problem, and service request managementEstablish and monitor KPIs, SLAs, and service standards for support performanceCoordinate with internal stakeholders to understand business needs and align IT support servicesManage escalation processes and ensure critical issues are resolved promptlyMaintain and improve IT infrastructure, systems, and end-user computing environmentsImplement and optimize IT service management (ITSM) tools and processesEnsure documentation of procedures, troubleshooting guides, and knowledge base articlesManage vendor relationships and third-party support servicesDrive continuous improvement initiatives to enhance user experience and operational efficiencyEnsure compliance with security policies and IT governance standardsRequired QualificationsBachelor’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 roleStrong knowledge of IT infrastructure, networks, systems, and end-user supportExperience with ITSM frameworks such as ITILProven ability to manage teams and deliver high-quality support servicesExcellent problem-solving and decision-making skillsPreferred SkillsCertifications such as ITIL, CompTIA, Microsoft, or CiscoExperience with ticketing systems (e.g., ServiceNow, Jira Service Management)Strong communication and stakeholder management skillsAbility to work in a fast-paced, dynamic environmentExperience in managing remote or distributed teams