Manager, IT Support Services

SRS Distribution Inc.•McKinney, TX

1d•Hybrid

About The Position

The Manager, IT Support Services is responsible for leading and overseeing the Service Desk Team, ensuring the delivery of exemplary customer service and technical support to employees across our Corporate Campus and Branches. This role requires strategic leadership to manage the Team effectively, ensuring compliance with established processes and procedures while fostering an environment of continuous development through mentorship and training. The Manager collaborates with senior IT leadership to align technology needs with business objectives and supports executive-level requests, contributing to critical IT projects and providing insightful KPI and metrics reports to the Director, IT Operations.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
Minimum of 7 years of experience in IT support or a related field, with at least 3 years in a supervisory or management role.
Demonstrated ability to lead and manage a team in a high-demand, service-oriented IT environment.
Proficient in modern IT Service Management (ITSM) tools and practices.
Strong knowledge of Change Management processes and service desk operational procedures.
Excellent troubleshooting skills with the ability to handle escalated technical issues.
Experience in scheduling, resource allocation, and managing team coverage to meet organizational needs.
Proven ability to develop and mentor staff, providing guidance and fostering professional growth.
Strong written and verbal communication skills, with a proven track record of effective collaboration with multiple stakeholders.
Experience with or knowledge of IT project management, particularly in acquisitions and expansions.
Ability to travel as needed, particularly in support of acquisition and greenfield projects.
Proficiency in using KPI metrics to drive team performance and report outcomes to senior leadership.
Ability to manage executive-level support requests with professionalism and discretion.

Nice To Haves

Advanced Technical Expertise: Demonstrated proficiency in managing and supporting enterprise-level IT environments, with a focus on IT Service Management (ITSM) frameworks such as ITIL. Advanced certifications in technologies related to support services are highly desirable.
Leadership and Development Skills: Proven track record of developing high-performing teams through effective coaching, mentoring, and talent development strategies. Experience in driving a culture of continuous improvement and employee engagement.
Project Management Experience: Experience in managing large-scale IT support projects, including acquisitions and expansions. Ability to coordinate cross-functionally with multiple stakeholders to deliver projects on time and within budget.
Communication and Interpersonal Abilities: Exceptional communication skills with the ability to interface effectively with executive leadership, vendors, and all levels of the organization. Demonstrated ability to translate technical issues into business impacts and solutions.
Analytical and Problem-Solving Skills: Strong analytical skills with a proven ability to assess situations, gather data, identify problems, and recommend viable solutions. Experience in implementing data-driven decision-making processes is preferred.
Strategic Planning and Execution: Experience in developing and implementing strategic IT support initiatives that align with business objectives. Ability to anticipate future IT support needs and proactively design solutions.
Technology Acumen: In-depth knowledge of the latest developments and trends in IT support technologies, including cloud computing, cybersecurity, and remote support solutions. Experience in deploying and managing these technologies in a corporate setting is a plus.
Customer-Centric Approach: Commitment to delivering exceptional customer service and enhancing user experience through the effective management of IT support services. Ability to build strong client relationships and drive continuous improvement in service delivery.
Compliance and Risk Management: Knowledge of regulatory requirements impacting IT support services and experience in ensuring compliance with relevant standards. Ability to assess and mitigate risks related to IT operations.
A Master's degree or professional certifications in IT Service Management or related disciplines is strongly preferred.
ITIL Foundation Certification, essential for managing IT Service Management processes.
CompTIA A+ or equivalent, preferred to enhance technical acumen and support skills.
Microsoft Certified: Modern Desktop Administrator Associate, preferred to ensure proficiency in relevant technologies.
HDI Support Center Manager (HDI-SCM), preferred to reinforce leadership and support center operation capabilities.

Responsibilities

Provide strategic leadership and mentorship to the IT Service Desk Team, fostering a culture of self-sufficiency and teamwork to enhance overall operational efficiency.
Ensure strict adherence to established Service Desk processes and Change Management policies, maintaining high standards of compliance and operational integrity.
Offer advanced technical direction and innovative problem-solving strategies to the Team, enhancing their ability to tackle complex troubleshooting scenarios with efficiency.
Oversee and optimize the IT Service Management (ITSM) ticket assignment and escalation process, ensuring thorough documentation, accurate routing, and prompt resolution to meet service level agreements.
Develop and implement ongoing training and development programs to nurture talent and advance the skill sets of Team members, supporting their professional growth.
Efficiently manage workforce planning, ensuring comprehensive coverage across all support channels, including overseeing scheduling, approving overtime, and facilitating leave management.
Collaborate effectively with IT Leadership to strategically forecast and procure necessary hardware and software resources, aligning with organizational needs and future demands.
Deliver insightful KPI and metrics reports to the Sr. Director, IT Operations, providing data-driven recommendations for continuous improvement and service excellence.