22469 - IT Support Manager

About the Role We are seeking an experienced IT Support Manager to lead and enhance IT support operations, ensuring efficient delivery of technical solutions and optimal end-user productivity. This role is responsible for managing a team of IT support professionals, maintaining system performance, and driving continuous improvement across IT service delivery while aligning with business needs. Key Responsibilities Oversee day-to-day IT support operations, ensuring timely resolution of incidents and optimal system performance Lead, mentor, and manage a team of IT support specialists, including resource allocation and performance management Manage and monitor Service Level Agreements (SLAs) to ensure service delivery standards are met Handle escalated incidents and collaborate with internal IT teams for resolution Implement and drive continuous improvement initiatives across IT support processes Ensure compliance with IT security policies and standards Manage and optimize the IT support budget Utilize ITSM tools to track, analyze, and report performance metrics and KPIs Develop and implement IT support policies, procedures, and best practices Manage vendor relationships and ensure delivery against service agreements Engage with stakeholders to align IT services with business requirements and expectations Requirements Bachelor’s Degree in Computer Science, Information Technology, or related field Relevant certifications such as: ITIL (preferred), CompTIA A+ / IT Operations Specialist (CIOS), Microsoft Certified Systems Engineer (MCSE) Strong familiarity with ITIL frameworks and best practices Minimum 5 years’ experience in IT support / helpdesk management, with leadership responsibilities Proven experience in managing and developing IT support teams Strong technical background across hardware, software, and network infrastructure Experience with ITSM tools and ticketing systems Demonstrated ability to prioritize and delegate tasks effectively Hands-on experience with incident, problem, and change management processes Experience managing vendors and SLAs Strong stakeholder management and communication skills