IT Manager

The IT Manager is responsible for leading and managing the IT support team, ensuring efficient delivery of IT services and support to end users and business units. This role involves overseeing incident management, service requests, escalation processes, and continuous improvement of IT support operations. The IT Support Manager works closely with other IT leaders to align support activities with organizational goals and maintain high service levels.

Key Responsibilities & Duties

• Lead, supervise, and develop the IT support team (L1 and L2 technicians), providing coaching, training, and performance management.
• Manage day-to-day IT support operations, including ticket resolution, escalation procedures, and service level agreements (SLAs).
• Develop, implement, and maintain IT support policies, procedures, and best practices to improve service quality and efficiency.
• Oversee incident and problem management processes, ensuring timel...