Senior IT Support Manager

About this role

We are seeking an experienced Senior IT Support Manager to lead and oversee the organization's technical support operations, ensuring reliable IT services, efficient issue resolution, and a high standard of technical assistance across the business.

The successful candidate will manage IT support teams, oversee service delivery, coordinate technical escalations, and implement strategies to improve IT performance, operational efficiency, and end-user satisfaction.

This role requires strong leadership, advanced technical knowledge, and extensive experience managing enterprise IT support environments.

Key Responsibilities

Lead and manage daily IT support operations, ensuring timely and effective technical assistance.

Supervise, mentor, and develop IT support specialists, help desk technicians, and technical support engineers.

Establish service standards, support procedures, and performance expectations.

Oversee incident management, problem management, and service request processes.

Manage escalated technical issues involving hardware, software, networks, servers, and enterprise applications.

Monitor service desk performance, response times, resolution rates, and customer satisfaction.

Develop and maintain IT support policies, procedures, documentation, and knowledge-base resources.

Coordinate with infrastructure, cybersecurity, cloud, and software teams to resolve complex technical issues.

Oversee IT asset management, software licensing, equipment deployment, and endpoint support.

Ensure proper user account administration, access controls, and compliance with IT security policies.

Identify recurring technical problems and implement long-term solutions.

Manage IT support budgets, vendor relationships, and technology procurement activities.

Evaluate and recommend tools, systems, and automation solutions to improve service delivery.

Prepare operational reports and present service performance updates to senior management.

Support business continuity planni...