Manager, IT Support
About The Position
As a Manager, IT Support you will lead the day-to-day operations of our IT Support team. This role is responsible for ensuring end-user support is delivered efficiently, consistently, and with a strong focus on customer service. The Manager will provide direct leadership across the IT Support team, oversee daily ticket and workload management, coordinate support projects and sprint-based initiatives, and ensure established support processes and service expectations are followed. You will work closely with the Director of IT Operations and partner with Systems Engineering and other Technology Operations teams. You'll be empowered to: Take ownership of important initiatives and outcomes. Drive meaningful business results. Influence decisions and contribute new ideas. Partner with talented, high-performing team members. Challenge yourself through continuous learning and growth. Help shape the future of a rapidly growing organization.
Requirements
- Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent professional experience
- 5+ years of experience in an ITSM technical support environment
- 2+ years of experience leading or managing technical support personnel
- Experience working with ticketing systems and ITSM processes
- Experience coordinating technical projects or sprint-based work
- Working knowledge of end-user technology, applications, hardware, and common enterprise support environments
- Ability to manage competing priorities in a fast-paced support environment
- Excellent problem-solving skills & ability to stay organized under pressure
- Outstanding communication & interpersonal skills
- Demonstrated ability to coach, develop, and lead technical support professionals
Responsibilities
- Lead the day-to-day operations of the IT Support team, ensuring effective coverage, prioritization, and service delivery
- Coach, develop, and manage support staff with a focus on accountability, technical growth, and consistent performance
- Oversee ticket performance, workload, escalations, and service quality while ensuring issues are addressed within established expectations
- Coordinate support projects, team priorities, and Jira sprint execution to ensure work is organized, visible, and progressing
- Maintain strong support processes, documentation, and knowledge management practices across Confluence and Freshservice
- Identify opportunities for automation, ITSM enhancements, process improvements, and system changes that improve efficiency and the user experience
- Monitor and communicate team performance, trends, risks, and operational needs to Technology Operations leadership
- Partner with Systems Engineering and other Technology Operations teams to ensure effective escalation, collaboration, and delivery of shared initiatives
Benefits
- Opportunities to learn, develop, and expand capabilities
- Opportunities to make a real difference
- Encouragement of curiosity, creativity, and challenging the status quo
- Room to grow and support to achieve career goals
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What This Job Offers
Job Type
Full-time
Career Level
Manager
