IT MANAGER

IT Support Manager

leads an organization's technical helpdesk, service desk, and end-user support operations, bridging the gap between daily technical issues and strategic business goals

Core Responsibilities

• Service Desk Leadership: Oversee Level 1, Level 2, and desktop support queues to ensure incidents and service requests are resolved within agreed Service Level Agreements

• Team Management: Handle hiring, onboarding, shift scheduling, performance reviews, training, and career development for support staff.

• Process & Tooling Optimization: Manage ITSM/ticketing platforms (such as ServiceNow, Jira Service Management, or Freshservice) and implement automation or self-service knowledge bases.
• Escalation & Problem Management: Act as a major-incident and L2/L3 escalation point, performing root-cause analysis to prevent recurring technical problems.

• Vendor & Asset Management: Coordinate with external hardware/software vendors, manage software/hardware refresh cycles, and oversee IT support budgets.

• Stakeholder Communication: Report on key performance metrics (First Response Time, CSAT, ticket volumes) to senior leadership and align support workflows with business needs