IT support Manager N2
Core
Managing Level 2 IT support teams, overseeing incident dispatch, driving operational excellence, and fostering knowledge management and automation adoption.
Role type
Senior IT Support Team Manager
Builds
IT support operations and knowledge base for enterprise clients
Domain
IT Service Management (ITSM)
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
IT team leadership, incident management, problem management, knowledge management, performance analytics, recruitment, onboarding
Preferred skills
AI and automation tool adoption, cross-functional coordination
Technologies
ServiceNow, SharePoint, Teams, Copilot
Responsibilities
Direct management of Level 2 teams, dispatching incidents and prioritizing work, defining and tracking individual and collective objectives, enriching and structuring the knowledge base, driving continuous improvement of support processes, defining and tracking operational KPIs, participating in recruitment and onboarding
Seniority
Senior, hands-on IC
