IT Support Manager

Job Overview

Lead the IT Support team in troubleshooting and resolving end-user incidents and service requests with high urgency. Drive team performance to ensure technology services support internal and external customers effectively, both on-site and remotely.

Responsibilities

• Lead and manage large teams responsible for 24/7 business operations.
• Handle resource management, including capacity planning, allocations, and task assignments.
• Review status reports and management updates for timeliness, completeness, clarity, accuracy, and quality.
• Multitask, analyze complex problems, communicate recommendations, influence change, and drive processes in a dynamic environment.
• Recommend automation strategies for business process improvements while maintaining cost-effective infrastructure.
• Oversee administration and maintenance of hardware and software, providing additional support as needed.
• Serve as escalation point for IT ServiceDesk issues assigned to the support team.
• Assist in planning and implementing infrastructure changes, including installations, upgrades, remediations, and maintenance for end-user computing, systems, and networks.
• Ensure accurate inventory and tracking of IT hardware and software assets across all sites.
• Conduct performance evaluations, mentor team members, execute career development plans, and encourage professional growth.

Qualifications

• Strong leadership with proven track record managing large teams in 24/7 environments.
• Ability to multitask, analyze problems creatively, and drive process improvements.
• Experience in resource management, infrastructure maintenance, and automation recommendations.
• Skills in performance evaluation, mentoring, and fostering professional development.