IT Support Manager

IT Support Manager

IT Support plays a critical role in ensuring seamless technology experiences for employees across the organization. We are looking for a hands-on and results-driven IT Support Manager to lead a team of support engineers in delivering high-quality, user-focused IT services that drive efficiency and business productivity.

In this role, you will be responsible for overseeing day-to-day IT support operations, ensuring that support requests are handled efficiently, accurately, and within agreed SLAs. You will lead efforts to streamline IT processes, enhance documentation, and drive collaboration between IT support teams and other technical functions. A key part of your role will be coaching and mentoring your team, fostering a culture of continuous improvement, accountability, and service excellence.

The ideal candidate is customer-focused, proactive, and passionate about IT service delivery. You should have a strong background in IT support operations, team leadership, and service management frameworks. This is an excellent opportunity to lead an IT support team, improve end-user experiences, and contribute to the organization's overall IT success.

Key Responsibilities

Team Leadership & Development

• Lead, coach, and develop a team of IT Support Engineers, fostering a culture of learning, collaboration, and service excellence.
• Provide mentoring and feedback, supporting career growth and skill development.
• Implement coaching programs to enhance troubleshooting and customer service skills.
• Ensure the team has the tools, training, and support to deliver high-quality IT services.

User-Focused IT Support

• Oversee efficient resolution of L1 & L2 IT support requests, ensuring fast, high-quality service.
• Improve first-contact resolution rates, reducing unnecessary escalations.
• Ensure adherence to SLAs and ITIL-based processes for consistent support delivery.
• Collaborate closely with other IT teams to create a seamless user experience.

Operational Excellence & Improvement

• Monitor team performance, identifying skill gaps and process inefficiencies.
• Drive continuous improvement, focusing on simplification and automation.
• Ensure accurate documentation of issues and solutions are created and maintained through the effective use of knowledgebase tools and processes.
• Use data-driven insights to enhance IT support operations.

Collaboration & Stakeholder Engagement

• Work with IT leadership to align support strategies with business and technology goals.
• Build strong relationships with stakeholders and IT teams to improve service delivery.
• Promote a culture of collaboration and knowledge-sharing.

Strategic Development & Growth

• Enhance team capabilities to meet evolving IT service demands.
• Stay informed on emerging technologies to improve IT support services.
• Foster a culture of accountability, empowerment, and innovation.

How it is measured:

• Team Performance & Development: Regular coaching sessions and structured training program result in measurable skill improvement and career progression within the team.
• Service Efficiency & Resolution Rates: Increased first-contact resolution and reduced ticket escalation rates, ensuring timely issue resolution within agreed SLAs.
• User Satisfaction & Feedback: Positive feedback scores from end-users, reflecting high service quality, responsiveness, and overall user experience.
• Operational Excellence & Process Improvement: Continuous improvement initiatives lead to simplified processes, automation, and efficiency gains in IT support operations.
• Collaboration & Stakeholder Engagement: Strong working relationships with IT teams and business stakeholders, demonstrated through faster issue resolution and reduced handoffs.
• Data-Driven Decision Making: Key performance metrics (e.g. SLA compliance, support trends, and team productivity) are actively monitored and used to drive improvements.

Required Competence

To be a successful IT Support Manager you will be driven by user experience, with a passion for building great teams focused on continuously improving standards of service across the function.

• Leadership & People Development: Proven ability to mentor, coach, and develop IT Support Engineers, fostering a culture of learning and performance excellence.
• User-Centric Mindset: Strong commitment to delivering a high-quality user experience, ensuring IT support is simple, effective, and customer-focused.
• Technical Proficiency: Solid understanding of IT infrastructure, service desk operations, and ITIL-based support frameworks.
• Problem-Solving & Decision-Making: Ability to analyze complex issues, implement solutions, and drive continuous improvement initiatives.
• Process Optimization & Automation: Experience in streamlining IT support processes, improving efficiency, and leveraging automation where possible.
• Collaboration & Stakeholder Management: Strong communication skills to engage effectively with IT teams, business stakeholders, and senior leadership.
• Performance & Data-Driven Approach: Ability to track key performance metrics and use insights to improve service delivery and team effectiveness.
• AI Enablement & Innovation: Experience leading or supporting the adoption of AI-enabled capabilities within IT Support (e.g. virtual agents, AI-assisted knowledge management, automation, or intelligent ticket handling) to improve efficiency, service quality, and user experience.

Qualifications

Essential Qualifications:

• Educational Background: Bachelor's degree in Information Technology, Computer Science, or a related field.
• Experience: At least 5 years of experience in IT operations, with a proven track record of managing service desk functions. Minimum of 3 years in a leadership role, with experience managing and developing teams across multiple locations, preferably in a global organization.
• Technical Skills: Strong understanding of ITIL framework and best practices, with experience in implementing and managing ITIL-based processes. Experience with IT service management tools. Knowledge of enterprise IT infrastructure, including networks, hardware, software, and cloud services.

Desirable Qualifications:

• Certifications: ITIL certification (e.g., ITIL Foundation, ITIL Managing Professional).
• Industry Experience: Experience working in a global enterprise software organization.
• Process Improvement: Experience with Lean, Six Sigma, or other process improvement methodologies. Proven track record of driving operational efficiencies through automation and process optimization.
• Change Management: Experience in leading change management initiatives, particularly in the context of IT operations and service delivery.

Additional Information

We embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles, while also valuing inclusive workplace experiences. By fostering a sense of community, we drive innovation, strengthen connections, and nurture belonging. Our commitment ensures you can work in a way that suits you best, while also engaging with colleagues to share ideas and build meaningful relationships.