Supportmanager IT (m/w/d)
Core
Managing IT support operations, overseeing the Helpdesk process, and providing second-level technical support for hardware, software, and network issues across multiple company locations.
Role type
IT Support Manager (Second-Level Support & Helpdesk Lead)
Builds
Stable IT operations and efficient support processes for company infrastructure
Domain
Energy retail / Fuel stations / Alternative fuels
Required skills
IT support management, Helpdesk process ownership, second-level troubleshooting, external vendor coordination, user and device administration, incident analysis and reporting, Windows Server and Microsoft 365 administration, basic network troubleshooting
Preferred skills
Experience building IT departments from scratch, knowledge of Lansweeper, driver's license Class B
Technologies
Windows Server, Microsoft 365, Lansweeper
Responsibilities
Manage the Helpdesk process from intake to closure, perform second-level error analysis and resolution, coordinate external service providers and monitor SLAs, maintain a knowledge base, analyze ticket metrics to drive improvements, manage user accounts and device inventory, provide technical guidance to first-level support staff
Seniority
Mid-Senior, hands-on IC with management responsibilities