Senior IT Support Manager

We are seeking an experienced Senior IT Support Manager to lead and oversee the organization's technical support operations, ensuring reliable IT services, efficient issue resolution, and a high standard of technical assistance across the business.

The successful candidate will manage IT support teams, oversee service delivery, coordinate technical escalations, and implement strategies to improve IT performance, operational efficiency, and end-user satisfaction.

This role requires strong leadership, advanced technical knowledge, and extensive experience managing enterprise IT support environments.

Key Responsibilities

Lead and manage daily IT support operations, ensuring timely and effective technical assistance.

Supervise, mentor, and develop IT support specialists, help desk technicians, and technical support engineers.

Establish service standards, support procedures, and performance expectations.

Oversee incident management, problem management, and service request processes.

Manage escalated technical issues involving hardware, software, networks, servers, and enterprise applications.

Monitor service desk performance, response times, resolution rates, and customer satisfaction.

Develop and maintain IT support policies, procedures, documentation, and knowledge-base resources.

Coordinate with infrastructure, cybersecurity, cloud, and software teams to resolve complex technical issues.

Oversee IT asset management, software licensing, equipment deployment, and endpoint support.

Ensure proper user account administration, access controls, and compliance with IT security policies.

Identify recurring technical problems and implement long-term solutions.

Manage IT support budgets, vendor relationships, and technology procurement activities.

Evaluate and recommend tools, systems, and automation solutions to improve service delivery.

Prepare operational reports and present service performance updates to senior management.

Support business continuity planning and ensure effective response to critical IT incidents.

Ideal Candidate Profile

The ideal candidate is an experienced IT leader who combines strong technical expertise with excellent people-management abilities. They should have a proven record of managing technical support teams, improving service delivery, resolving complex IT challenges, and maintaining reliable technology operations.

Required Qualifications

Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field, or equivalent professional experience.

7+ years of experience in IT support, IT operations, or enterprise technology services.

At least 3 years of experience in IT management, team leadership, or service delivery management.

Strong knowledge of enterprise IT infrastructure, Windows environments, networking, and cloud services.

Experience managing help desk operations and technical support teams.

Familiarity with IT service management frameworks such as ITIL.

Experience with ticketing and service management platforms such as ServiceNow, Jira Service Management, or BMC Remedy.

Strong understanding of cybersecurity, endpoint management, access controls, and data protection.

Excellent leadership, communication, organizational, and problem-solving skills.

Ability to manage multiple projects and priorities in a remote work environment.

Preferred Technical Skills

Microsoft 365, Azure, Active Directory, and Entra ID.

Windows Server and Linux administration.

Network infrastructure, VPN, LAN/WAN, DNS, DHCP, and TCP/IP.

Endpoint management tools such as Microsoft Intune and SCCM.

Cloud platforms including Microsoft Azure and AWS.

IT asset management and software deployment systems.

Remote monitoring and support tools.

ITIL certification, CompTIA certifications, or relevant Microsoft credentials.

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Training & Development
• Work From Home
• Wellness Resources