IT Support Manager

New

Skills

Continuous improvement macOS Team Management Windows

The IT Support Manager will oversee day-to-day IT support operations on the East Coast, managing a team of 8-12 IT Support Technicians. This role is critical for ensuring effective multi-channel support and driving continuous improvement in IT service management.

Key Responsibilities
  • Lead the day-to-day IT support (L1-L3) and escalation processes.
  • Manage a team of 8-12 IT Support Technicians, setting coverage and key performance indicators (KPIs).
  • Standardize multi-channel support with clear escalation processes.
  • Oversee Windows/macOS endpoint operations, including provisioning and asset management.
  • Plan and execute audio-visual (AV) deployments in collaboration with Facilities and vendors.
  • Drive ITSM-driven improvements to reduce time-to-triage and resolution.
Required Skills & Qualifications
  • 7+ years of experience in IT support and operations.
  • 3+ years of experience leading teams, preferably in a multi-site environment.
  • Proven leadership in end-user support with clear processes and measurable outcomes.
  • Experience in building metrics (KPIs, SLAs) focused on continuous improvement.
  • Strong expertise in Windows/macOS endpoints and peripherals.
  • Experience in delivering workplace technology projects, particularly AV deployments and vendor management.
  • Familiarity with ITSM practices including incident, request, problem, and knowledge management; ServiceNow experience preferred.

Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: 12 Months

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