Manager - IT Technical Support

The Manager will play a crucial role in our IT department, leading a team of Tier 2 Infrastructure Support Engineers. This role involves providing advanced technical support, collaborating with cross-functional teams, and driving process improvements to enhance our global IT services. The ideal candidate will have strong leadership skills, extensive technical expertise, and a customer-centric approach to ensure a seamless and efficient support experience for our global workforce.

• Lead and manage a team of Tier 2 Infrastructure Support Engineers, providing guidance, mentorship, and performance evaluation.
• Oversee the resolution of complex, escalated incidents, ensuring timely and accurate support for end-users.
• Collaborate with cross-functional IT teams, including Infrastructure, Security, and Applications, to coordinate resolution efforts and maintain effective communication.
• Drive process improvements and automation initiatives to enhance operational efficiency and reduce manual tasks.
• Ensure compliance with IT security policies, operational standards, and service-level agreements (SLAs) across the team.
• Conduct regular performance reviews and provide constructive feedback to team members, fostering a culture of continuous learning and improvement.
• Stay updated with the latest industry trends, technologies, and best practices in IT support and infrastructure management.
• Participate in problem management activities, identifying recurring issues, and contributing to root cause analysis and resolution.
• Support user onboarding, offboarding, and technology deployment initiatives, ensuring a smooth and secure transition for end-users.
• Represent the team in cross-functional projects and initiatives, collaborating with stakeholders to align IT support with business objectives.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• 5-7 years of experience in IT Service Desk, End User Computing, or Infrastructure Support roles, with at least 2 years in a leadership position.
• Proven track record of leading and managing high-performing IT support teams, demonstrating strong leadership and communication skills.
• Extensive experience in troubleshooting and resolving complex technical issues across various endpoint technologies, Microsoft 365, and Google Workspace.
• Working knowledge of Active Directory, user identity management, and Mobile Device Management (MDM) platforms.
• Familiarity with endpoint security tools, cybersecurity operational processes, and remote support methodologies.
• Experience with enterprise ITSM platforms, such as ServiceNow or Jira Service Management, and remote support tools.
• Strong analytical and problem-solving abilities, with a customer-centric approach to IT support.
• Ability to work independently, manage multiple priorities, and adapt to a fast-paced, global enterprise environment.
• Excellent verbal and written communication skills, with the ability to effectively collaborate with technical and non-technical stakeholders.