IT Support Manager Job Description
The IT Support Manager role is responsible for overseeing the day-to-day operations of the Service Desk. This includes ensuring timely support to users and business teams, as well as managing team performance.
Key Responsibilities:
* Certification in IT service management frameworks such as ITIL.
* Experience managing IT Service Desk Teams with expertise in process improvement.
* Technical knowledge of desktop and service desk support, including hardware and software troubleshooting.
* Effective management of ticket flow through the team, adhering to best practices.
* Establishment of uniform service processes and SLA management.
* Representation at meetings and interaction with senior management.
* Jira Service Desk experience and skills in leading major incidents.
* Incident Bridge management, notification, and training for end-users.
* Staff coaching, mentoring, and improving customer satisfaction through training programs.
* Building relationships with stakeholders at all levels.
* Management under pressure with competing priorities, meeting deadlines, and contributing to team goals.
* Support for End User Compute hardware, including laptops, mobile devices, and printers.
* Strong communication and interpersonal skills, with a track record of stakeholder engagement.
* Maintenance of procedural documentation, knowledge bases, and technical aptitude.
* Problem-solving skills and ability to work effectively under pressure.
* Implementation of innovative services and customer-centric improvements.