IT Support Manager
About The Position
Are you a customer-focused IT leader who thrives on solving complex technology challenges while delivering exceptional service? We are seeking an experienced IT Support Manager to lead our End-User Computing (EUC) function and drive a white-glove support experience for employees, executives, and business stakeholders. In this role, you will oversee IT support operations, manage vendor and service provider relationships, lead technical teams, and serve as a hands-on escalation resource for critical business-impacting issues. This is an excellent opportunity for a proven IT professional who combines technical expertise, leadership, and a passion for customer service.
Requirements
- Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field preferred; equivalent experience will be considered.
- 10+ years of progressive experience in IT support, service desk operations, endpoint management, desktop support, or related technology functions.
- Demonstrated leadership experience managing technical teams, service providers, or support organizations.
- Strong understanding of: End-User Computing technologies, Desktop, laptop, tablet, and mobile device support, Endpoint management and software deployment, Application packaging and patch management, Service desk operations and escalation management, Vendor and managed service provider oversight.
Nice To Haves
- ITIL, PMP, Microsoft, Endpoint Management, Service Management, or related technology certifications.
- Experience leading enterprise support initiatives and technology modernization projects.
- Strong analytical, project management, communication, and relationship-building skills.
Responsibilities
- Lead End-User Computing services, including desktop support, endpoint management, mobile device support, software deployment, and operational support.
- Champion a white-glove, customer-first support culture focused on responsiveness, professionalism, communication, ownership, and follow-through.
- Manage and develop support team members through coaching, mentoring, training, and career development.
- Serve as a key liaison between IT, business stakeholders, managed service providers, and technology vendors.
- Ensure timely resolution of incidents, service requests, escalations, and recurring technical issues.
- Oversee executive and VIP support services, ensuring a high level of professionalism, discretion, and responsiveness.
- Monitor service levels, ticket performance, backlog management, and customer satisfaction metrics.
- Lead root-cause analysis efforts and implement continuous improvement initiatives to enhance service quality and reliability.
- Manage vendor relationships, support contracts, hardware refresh programs, software distribution, patch management, and endpoint lifecycle activities.
- Lead End-User Computing projects from planning and design through implementation and operational transition.
- Partner with business leaders to identify technology needs and deliver effective, secure, and scalable solutions.
- Develop dashboards, metrics, and reporting that provide visibility into support operations and technology performance.
- Create and maintain documentation, procedures, knowledge bases, and operational standards.
- Ensure compliance with IT policies, security requirements, and service management best practices.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
