IT Support Manager – US
Drees & Sommer SE•Cary, NC
•Hybrid
About The Position
Join our team as an IT Support Manager, where you’ll play a key role in providing technical assistance to internal users across our growing organization. In this position, you will lead our Technology Support team and will ensure the reliable delivery of end-user devices, responsive support and a consistent high-quality experience across our organization. We are seeking a proactive and customer-focused IT professional with strong communication, troubleshooting, and problem-solving skills who enjoys working in an international environment.
Requirements
- 5+ years of experience in IT Support
- At least 3 years of team leadership experience
- Experience leading Service Desk or End-User Support teams
- Strong coaching and people management skills
- Hands-on experience with ITSM processes and ITIL practices
- Experience managing major incidents and service disruptions
- Knowledge of endpoint management and device lifecycle processes
- Strong organizational and operational skills
- Ability to identify issues and implement practical solutions
- Excellent communication and stakeholder management skills
- Strong analytical and problem-solving abilities
- Commitment to continuous improvement and service excellence
Nice To Haves
- Degree in Information Technology, Computer Science, or a related field preferred, or equivalent combination of education, certifications, and hands-on experience
Responsibilities
- Act as the first point of contact for IT support requests via ticketing systems, email, phone, and remote support tools
- Troubleshoot and resolve hardware, software, network, and business application issues
- Log, track, and document incidents and service requests within the IT service management platform
- Prioritize and manage support requests in line with SLAs and business needs
- Escalate complex issues to specialized support teams when required
- Provide support to employees across multiple locations and time zones
- Manage employee onboarding and offboarding, including device provisioning, account setup, access configuration, and asset recovery
- Administer user accounts, permissions, password resets, account unlocks, and access changes in line with security requirements
- Coordinate the procurement of IT hardware, software, licenses, and related services
- Maintain accurate inventories of IT assets, equipment, and software licenses
- Support the implementation, maintenance, upgrade, and troubleshooting of business applications and vendor solutions
- Use remote management and monitoring tools to support users and maintain operational continuity
- Promote cybersecurity awareness and best practices across the organization
- Manage endpoint security solutions, including antivirus protection and monitoring tools
- Ensure compliance with IT policies, security standards, and data protection requirements
- Create and maintain technical documentation, knowledge base articles, FAQs, and support procedures
- Contribute to the continuous improvement and standardization of IT support processes
- Identify opportunities to improve IT services, user experience, and operational efficiency
- Stay up to date with emerging technologies and recommend new solutions where appropriate
- Support IT projects, system implementations, migrations, and other technology initiatives
Benefits
- Option of mobile working
- Individual training and further education at the Drees & Sommer Academy
- Bonus for sports enthusiasts
- Possibility of subscribing to a private health insurance policy
- Tax advantages related to commuting expenses for the office
- Fiscal advantages for employees expenses in meal costs during worktime
- Employee referral program with attractive bonus scheme
- Tax benefits for kindergarten expenses
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
