Manager - IT Support

Job Overview:
The IT Support Manager is responsible for overseeing and managing the IT support operations, ensuring that end-users experience minimal disruptions to their IT services.

This role involves leading a team of IT support professionals, managing day-to-day support activities, coordinating troubleshooting efforts, and ensuring the effective delivery of IT services to meet business requirements.

The IT Support Manager will work closely with various teams across the organization to align IT support services with organizational goals.

Key Responsibilities:

• Leadership and Team Management:
• Lead, mentor, and manage a team of IT support engineers and technicians.
• Ensure timely resolution of IT support tickets, emails, and issues.
• Foster a collaborative and efficient work environment, focusing on continuous improvement.
• Develop and implement training programs for the team to stay up to date with new technologies.
• Incident and Problem Management:
• Oversee incident management processes, ensuring swift resolution of critical issues.
• Proactively identify and resolve recurring IT problems to improve long-term service delivery.
• Manage escalations and ensure efficient handling of high-priority issues, customer escalations, responding emails.
• Network management, Linux / Windows server administration, Radware configuration, IIS Management, IT infrastructure, Disaster recovery activities, Security, Performance Monitoring, Patch Management
• Service Delivery and Performance:
• Monitor the performance of IT systems and infrastructure to ensure optimal availability and reliability.
• Ensure adherence to SLAs (Service Level Agreements) and KPIs (Key Performance Indicators).
• Conduct regular reviews of IT support metrics and implement corrective actions when necessary.
• Process Improvement:
• Identify opportunities for automation and process improvement within IT support operations.
• Develop and implement best practices for IT support to improve efficiency and reduce downtime.
• Continuously assess and update support processes to align with changing business needs.
• Vendor Management:
• Manage relationships with third-party vendors and service providers, ensuring that services are delivered as per agreements.
• Negotiate contracts and SLAs with vendors to ensure quality support and competitive pricing.
• Budget and Resource Management:
• Assist in budgeting and forecasting for IT support resources and tools.
• Ensure proper allocation of resources to meet operational needs.
• Cross-functional Collaboration:
• Collaborate with other IT departments (Infrastructure, Networking, Security, etc.) to ensure seamless integration of IT systems.
• Partner with business units to understand their IT support needs and provide solutions.
• Reporting and Documentation:
• Prepare and present reports on IT support activities, performance, and areas for improvement to senior management.
• Ensure comprehensive documentation of IT support processes, incident resolutions, and user manuals.
• Scripting:
• Knowledge of scripting languages (e.g., Python, PowerShell, Bash) for automating system administration tasks.
• Compliance and Governance: Understanding of IT compliance standards and frameworks such as ISO 27001, GDPR, or HIPAA.

Qualifications:

• Bachelors degree in information technology, Computer Science, or a related field. A masters degree or ITIL certification is a plus.
• 8+ years of experience in Development IT Customer support, with at least 3 years in a managerial position.
• Strong technical knowledge of Development, Database, IT infrastructure, systems, and support tools.
• In-depth understanding of ITIL processes, incident management, and service desk operations.
• Proven experience with IT service management software and ticketing systems (e.g., ServiceNow, Jira).
• Strong leadership skills with the ability to inspire and manage teams.
• Excellent communication and interpersonal skills.
• Ability to manage multiple priorities and work in a fast-paced environment.

Work Environment:

• Full-time role
• Occasional on-call support may be required.
• Some travel may be required to various business locations or vendor sites.

Candidates who are interested may send their resumes to twinkle.b@camsonline.com