Manager, IT Support

Americares • Stamford, CT

42d • Remote

About The Position

The Manager, IT Support leads the delivery of technical support services for over 800 end users distributed in clinic sites (Stamford, Danbury, Norwalk, Bridgeport), Stamford warehouse, headquarters office, remote US and international staff, and international offices. This role ensures operational excellence in help desk functions, user administration, and system monitoring, while also contributing to strategic IT initiatives. The manager provides indirect leadership to domestic and international analysts and vendors, fostering a collaborative and growth-oriented support culture.

Requirements

• Progressive experience as an IT Support Analyst or similar role.
• Demonstrated ability to oversee and coordinate daily support operations across diverse teams and locations, ensuring consistent service delivery.
• Exceptional troubleshooting skills across hardware, software, and network systems, with the ability to resolve complex issues and guide analysts.
• Demonstrated clear and proactive communication with end users, analysts, and cross-functional teams, especially during issue resolution and project coordination
• Demonstrated ability to analyze support trends, optimize workflows, and implement scalable solutions using ticketing systems and monitoring tools.
• Proficiency in managing user access across platforms (Office 365, Zoom, Salesforce) while enforcing security and compliance standards.
• Ability to create and maintain SOPs, knowledge base articles, and training materials to support team learning and consistency.
• Demonstrated global competency and ability to work collaboratively and effectively with global team members.
• US work authorization is required for this role.

Nice To Haves

• Fluency in languages that are spoken in at least one of our core locations (India, Philippines, Tanzania, El Salvador, Puerto Rico, Colombia, etc.), in addition to English.

Responsibilities

• Lead IT support operations through oversight of daily support activities across HQ, AFC clinics, the Stamford warehouse, and international offices, ensuring timely and effective resolution of issues.
• Coach and develop analysts through mentorship and technical guidance to domestic and international analysts, fostering growth and consistency in support delivery.
• Manage ticketing and support systems by monitoring and prioritizing support inquiries using the ticketing system, ensuring alignment with Americares priorities: Problem, Incident, Service Request, Project, and Training.
• Oversee user access and device health, and guide analysts in managing user access across platforms (Office 365, Zoom, Salesforce) and ensure device health via Intune, Autopilot, and SentinelOne.
• Coordinate hardware and inventory management through supervision of provisioning and inventory tracking of hardware and software, including AFC laptop orders and warehouse infrastructure.
• Drive process improvement and collaboration, analyze support trends, lead documentation efforts (SOPs, knowledge base), and collaborate on strategic IT projects across the organization.
• Actively model and contribute to Americares values, work culture and mission.
• Engage in and contribute to team spaces with openness, global competencies, and a growth mindset
• Other duties and responsibilities as assigned

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 251-500 employees