IT Support Manager

Responsibilities

• Lead and manage a team of IT support technicians, providing guidance, coaching, and performance management.
• Oversee day-to-day IT support operations, ensuring timely resolution of technical issues and service requests.
• Develop and improve support processes, workflows, and documentation to enhance efficiency and consistency in service delivery.
• Provide technical assistance to users, troubleshoot hardware, software, and network issues, and resolve escalated support tickets.
• Manage relationships with third-party vendors, suppliers, and service providers for IT support-related services or products.
• Oversee inventory management of hardware, software, and IT assets.

• Bachelor's degree in computer science, information technology, or a related field.
• Relevant certifications (e.g., CompTIA A+, ITIL, HDI Support Center Manager) are advantageous.
• Proven experience (5+ years) in IT support, helpdesk operations, or a similar role, with at least 2 years in a managerial or supervisory capacity.
• Proficiency in IT support tools, ticketing systems, and remote assistance technologies.

• IT support
• troubleshooting
• hardware support
• software support
• network support
• performance management
• process improvement
• workflow development
• documentation
• inventory management

• leadership
• coaching
• guidance
• communication
• relationship management
• problem-solving
• team management
• customer service
• organizational skills
• time management

• Bachelor's degree
• CompTIA A+
• ITIL
• HDI Support Center Manager