IT Support Manager

We are seeking an experienced and dynamic IT Support Manager to join our team. As the IT Support Manager, you will lead a team of skilled IT professionals and be responsible for ensuring the smooth operation of our IT systems and delivering exceptional technical support to our employees and customers. If you are a hands-on leader with a strong technical background, excellent problem-solving skills, and a passion for delivering outstanding customer service, we want to hear from you!

Responsibilities:

• Manage and lead a team of IT support specialists, technicians, and analysts, providing guidance, mentorship, and performance evaluations.
• Serve as an escalation point for complex technical issues, investigating and resolving critical incidents or problems promptly and effectively.
• Oversee the IT support ticketing system, ensuring timely and efficient handling of incidents, service requests, and inquiries.
• Establish and maintain service level agreements (SLAs) with internal departments or external clients, monitoring performance and taking corrective actions when necessary.
• Identify training needs and provide ongoing training and development opportunities to the IT support team.
• Develop and enforce IT support policies, procedures, and standards, ensuring compliance with security and data protection regulations.
• Collaborate with vendors and third-party service providers to ensure the availability of necessary hardware, software, and infrastructure.
• Collaborate with the IT management team to plan and execute IT projects related to support services, ensuring successful implementation and delivery.
• Identify opportunities for process improvements, automation, and the adoption of new technologies to enhance IT support services.

Qualifications:

• Bachelor's degree in information technology, computer science, or a related field (or equivalent experience).
• Proven experience in managing an IT support team.
• Strong technical knowledge across a range of IT systems and technologies.
• Excellent problem-solving and troubleshooting skills.
• Solid understanding of IT service management (ITSM) frameworks and best practices (e.g., ITIL).
• Familiarity with incident management and ticketing systems.
• Strong leadership and team management abilities.
• Effective communication and interpersonal skills.
• Ability to work well under pressure and handle multiple priorities.
• Knowledge of security and data protection principles.
• Project management skills and experience.
• IT certifications (e.g., CompTIA A+, ITIL Foundation, Microsoft Certified: Azure Administrator) are desirable.

Join our team and be a part of an exciting organization that values innovation, collaboration, and professional growth.