IT Support Manager

Experience

• Minimum of 5 years of experience in IT support, helpdesk management, or a related field, with progressively increasing levels of responsibility and leadership.
• Proven experience in managing and leading a team of IT support specialists, including hiring, training, coaching, and performance management.
• Strong technical background with hands-on experience in providing IT support across hardware, software, and network infrastructure.
• Demonstrated ability to prioritize and delegate tasks effectively to ensure timely resolution of support tickets and incidents.
• Experience in developing and implementing IT support policies, procedures, and best practices to optimize service delivery and ensure customer satisfaction.
• Proficiency in using IT service management (ITSM) tools and ticketing systems to track, monitor, and report on support metrics and KPIs.
• Knowledge of ITIL best practices and frameworks, and experience in implementing ITIL processes such as incident management, problem management, and change management.
• Experience in managing vendor relationships and service level agreements (SLAs) to ensure timely and cost-effective delivery of IT services and support.
• Strong communication skills and the ability to effectively liaise with stakeholders to gather feedback, address concerns, and ensure alignment between IT service delivery and business needs.
• Relevant certifications such as ITIL Foundation, CompTIA IT Operations Specialist (CIOS), or equivalent industry certifications are preferred.