IT Support Manager

TMC Transportation

57d•Onsite

About The Position

The IT Support Manager leads the delivery of IT support services across the organization and oversees a team responsible for resolving complex technical issues across end-user computing, enterprise systems, networks, and access management. This role is accountable for ensuring a high-performing support operation that meets service level expectations while delivering exceptional user experiences. Beyond operational oversight, the IT Support Manager plays a key role in driving continuous improvement, supporting IT projects and initiatives, and aligning support services with broader business objectives. This position collaborates closely with internal stakeholders and IT teams to enhance service delivery, optimize processes, and ensure organizational readiness for evolving technology.

Requirements

Bachelor’s degree in Management Information Systems, Computer Science, or related field. Equivalent experience considered.
5+ years of IT support experience, including 1–3 years in a leadership or supervisory role.
Experience operating in a fast-paced, 24x7 support environment with distributed teams.
Strong decision-making skills with the ability to assess situations quickly and take appropriate action.
Excellent organizational skills with strong attention to detail and the ability to manage multiple priorities.
Strong problem-solving and analytical skills, including the ability to perform root cause analysis and implement long-term solutions.
Excellent verbal and written communication skills, with the ability to interact effectively with both technical and non-technical stakeholders.
Demonstrated ability to lead, motivate, and develop team members in a high-performance environment.
Proven ability to prioritize, escalate, and drive issues to resolution in a timely manner.
Commitment to delivering a high level of customer service and fostering a customer-first mindset.

Nice To Haves

Working knowledge of IT service management frameworks (e.g., ITIL, COBIT, or similar)
Experience supporting enterprise business applications in a corporate environment
Experience supporting business outcomes through IT service delivery
Familiarity with Agile methodologies and participation in cross-functional project teams
Experience with cloud and distributed computing platforms (e.g., AWS, Microsoft Azure, IaaS/PaaS)
Experience with Azure DevOps or similar ticketing/work management tools
Familiarity with SQL, scripting, or automation to support reporting and process improvement
Relevant certifications (e.g., ITIL, PMP, or similar)

Responsibilities

Oversee a 24x7 support operation including on-site, off-site, and contract support services.
Plan team schedules and ensure appropriate staffing levels.
Provide day-to-day leadership for the Support team including training, mentoring, coaching, and performance management.
Champion a customer-first support culture focused on responsiveness, communication, and service quality.
Serve as a liaison to business units to understand and support technology needs.
Manage third-party support partners and vendors supporting applications, systems, and infrastructure.
Develop and promote training and career development opportunities that align employee growth with organizational needs.
Monitor and report on team performance against Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and other metrics to provide actionable insights to leadership.
Drive continuous improvement through trend analysis, root cause analysis, and user feedback.
Implement automation, self-service, and process standardization to enhance efficiency and reduce ticket volume.
Manage functional and hierarchical escalations to ensure timely and effective resolution.
Serve as a primary escalation point for critical issues.
Oversee support queue operations including ticket assignment, prioritization, escalation procedures, quality assurance, and resolution analysis.
Participate in ticket resolution as needed by handling Incidents and Service Requests, particularly during high-volume or high-impact situations.
Oversee IT service management processes including Incident, Service Request, Problem, Change, and Knowledge Management.
Ensure processes are followed and continuously improved.
Lead IT support-related projects and initiatives including system implementations, upgrades, migrations, and process improvements.
Manage timelines, resources, risks, and stakeholder communication.