About the Role
We are seeking an experienced IT Support Manager to lead and enhance IT support operations, ensuring efficient delivery of technical solutions and optimal end-user productivity. This role is responsible for managing a team of IT support professionals, maintaining system performance, and driving continuous improvement across IT service delivery while aligning with business needs.
Key Responsibilities
- Oversee day-to-day IT support operations, ensuring timely resolution of incidents and optimal system performance
- Lead, mentor, and manage a team of IT support specialists, including resource allocation and performance management
- Manage and monitor Service Level Agreements (SLAs) to ensure service delivery standards are met
- Handle escalated incidents and collaborate with internal IT teams for resolution
- Implement and drive continuous improvement initiatives across IT support processes
- Ensure compliance with IT security policies and standards
- Manage and optimize the IT support budget
- Utilize ITSM tools to track, analyze, and report performance metrics and KPIs
- Develop and implement IT support policies, procedures, and best practices
- Manage vendor relationships and ensure delivery against service agreements
- Engage with stakeholders to align IT services with business requirements and expectations
Requirements
- Bachelor’s Degree in Computer Science, Information Technology, or related field
- Relevant certifications such as: ITIL (preferred), CompTIA A+ / IT Operations Specialist (CIOS), Microsoft Certified Systems Engineer (MCSE)
- Strong familiarity with ITIL frameworks and best practices
- Minimum 5 years’ experience in IT support / helpdesk management, with leadership responsibilities
- Proven experience in managing and developing IT support teams
- Strong technical background across hardware, software, and network infrastructure
- Experience with ITSM tools and ticketing systems
- Demonstrated ability to prioritize and delegate tasks effectively
- Hands-on experience with incident, problem, and change management processes
- Experience managing vendors and SLAs
- Strong stakeholder management and communication skills