IT Support Manager

ROLE: IT SUPPORT MANAGER ROLE

LOCATION:

ATLANTA, GA

MODE: HYBRID

DURATION: FULL TIME

KEY

SKILLS:

L1 & L2 Dynatrace Support, Azure AND Mobile

• Be the Bridge Between IT and Business Teams
  • Make sure business teams understand what IT support can and cannot do, including response times, escalation processes, and SLAs.
  • Take time to understand how business teams operate, their workflows, and their pain points so IT support can add real value.
  • Ensure the support team knows the business context behind issues, not just the technical side.
  • When talking to business leaders, explain technical issues in terms of business impact – how it affects revenue, operations, or customer experience?
  • Have regular check-ins with business teams to stay ahead of issues and make IT support more proactive.
  • Have agendas for meetings, follow‑up items, closing the loop, etc.
• Make Sure IT Support is Ready for New Features & System Changes
  • Before any new capabilities or updates go live (mobile apps, web, APIs, POS, etc.), make sure your team is trained and ready to support them.
  • Being involved in feature mapping (or earlier stages), giving guidance on what metrics SHOULD be tracked (best practices)
  • Work with engineering and product teams to document changes, create troubleshooting guides, and develop runbooks to ensure clear, standardized procedures are in place for issue resolution and system maintenance.
  • Push to get IT support involved earlier in project planning so potential support challenges can be addressed before launch.
• Own Incident Management & SLA Compliance
  • Hold the team accountable for meeting SLAs – response times and resolution times should be tracked and reported.
  • When major incidents happen, communicate quickly and clearly to business leaders:
    • Real-time updates on what's happening and estimated fix times.
    • Advance notice for planned maintenance and potential impact.
    • Quarterly reports on IT support performance, trends, and improvement efforts.
  • Conduct post‑mortems on major incidents – figure out what went wrong and make sure it doesn't happen again.
• Lead & develop the L1/L2 Support Team
  • Make sure the team is clear on their roles and responsibilities so work flows smoothly.
  • Train and mentor the team so they can handle more issues independently instead of escalating everything.
  • Encourage knowledge sharing by keeping a centralized knowledge base and hosting regular learning sessions.
  • Reduce unnecessary escalations – L1/L2 should own more problem‑solving without always involving engineering.
• Use Data to Drive Better Support & Business Decisions
  • Track and report on key IT support metrics, including:
    • Ticket resolution times (how fast we respond and close out issues).
    • Escalation trends (how many issues get pushed up to L2 or engineering).
    • System health metrics from Dynatrace and other tools.
    • Business impact metrics (how IT issues affect sales, transactions, loyalty engagement, etc.)
  • Use this data to spot trends, improve processes, and make IT support more proactive.
• Work Closely with Observability & Engineering Teams
  • Partner with the observability team to set up real‑time monitoring dashboards for critical systems.
  • Make sure the IT support team knows how to use monitoring tools like Dynatrace to catch and elevate potential issues before they impact the business.
  • Collaborate with engineering and infrastructure teams on advanced troubleshooting when needed.
  • Shift from reactive firefighting to proactive monitoring to prevent issues before they happen.
• Take Ownership & Be Proactive
  • This role isn't just about keeping things running – it's about constantly looking for ways to improve.
  • Don't wait for problems to be pointed out – get ahead of them and drive solutions.
  • If something isn't working, speak up and work with leadership to fix it.
  • We'll have regular check‑ins to go over progress and ensure you're meeting expectations.

• Stronger alignment between IT support and business teams.
  • You should have a solid understanding of what's important to the business, the critical processes, and be able to present supporting data on system health.
  • The business should also feel confident in our ability to effectively monitor and observe system performance.
  • You'll see that business partners start to reach out to you as a trusted resource if this is going well.
• A more capable, independent L1/L2 support team.
• Proactive system monitoring that prevents problems instead of just reacting to them.
• Faster issue resolution and fewer unnecessary escalations.
• Clear, data‑driven reporting on IT support health and business impact.