IT Team Manager

Job Purpose

The IT Team Manager oversees 2–3 teams of engineers across multiple client accounts, ensuring efficient ticket management, SLA performance, and timely case resolution. The role provides coaching and support to engineers, handles technical escalations, and maintains clear communication with clients and stakeholders. By driving operational consistency and continuous improvement, the manager ensures high‑quality service delivery across all assigned teams.

Job Responsibilities

• Manage staffing levels by ensuring the appropriate number of engineers are scheduled at all times to support daily operations.
• Provide technical guidance by sharing best practices, industry standards, and troubleshooting approaches to help engineers resolve issues efficiently.
• Monitor and ensure that all trouble tickets meet assigned Service Level Agreements (SLAs) and that estimated hours are used effectively.
• Conduct case audits to confirm c...