IT Support Manager
Core
Provide technical leadership and hands-on escalation for IT Support Officers, owning day-to-day service desk operations and complex troubleshooting across endpoints, identity, networking, and SaaS.
Role type
Senior IC IT Support Manager (People Leadership + Technical Escalation)
Builds
High-impact internal customer service across technology solutions and a scalable, efficient IT service desk operation.
Domain
IT Service Management (ITSM) / Enterprise IT Support
Required skills
Team leadership and coaching, Service desk operations management, Complex technical troubleshooting (macOS/Windows/Networking/SaaS), KPI reporting and SLA adherence, Process improvement and SOP development, Vendor and stakeholder management, IT asset lifecycle management
Preferred skills
ITIL Foundation certification, Experience in high-growth tech environments, Data analysis and reporting, Compliance framework awareness
Technologies
Jira Service Management (JSM), Google Workspace, FleetDM, InTune, macOS, Windows
Responsibilities
Lead, coach, and develop a team of IT Support Officers; Act as the senior technical escalation point for complex IT issues; Own the day-to-day operation of the IT service desk via Jira Service Management; Identify and implement process improvements to reduce ticket volume; Manage relationships with hardware, software, and service vendors; Ensure your team delivers excellent support across hardware, software, network connectivity, and SaaS applications.
Seniority
Senior, hands-on IC with people leadership
