IT Support Manager

13 Minutes ago • 3-5 Years • $90,000 PA - $110,000 PA

IT & Infrastructure

Job Description

We are currently looking for an IT Support Manager to supervise daily operations of the IT Support team, ensuring timely and effective issue resolution. This role involves monitoring and managing the IT ticketing system, providing coaching and technical guidance to team members, and developing Standard Operating Procedures (SOPs). The manager will track and analyze KPI metrics, manage staff scheduling, and collaborate with other IT leaders. The ideal candidate will drive continuous improvement in support processes, communication, and service delivery, maintaining a positive and collaborative team culture while ensuring accountability and operational excellence.

Good To Have:

Familiarity with ITIL standards and IT support best practices
Strong understanding of customer satisfaction metrics and service quality standards
Proven team management and coaching abilities
Experience supervising small or lean teams within an IT environment
Analytical and problem-solving skills for hardware, software, and application issues
Ability to anticipate department needs and effectively manage workload distribution
Experience with multi-location support environments
Familiarity with ZenDesk
Familiarity with Pulseway
Familiarity with iOS platforms
Familiarity with Android platforms

Must Have:

3–5 years of hands-on IT experience
2+ years of management or supervisory experience leading a helpdesk or IT support team
Prior experience managing Helpdesk operations, including ticketing systems, SLA adherence, and performance metrics
Strong communication and leadership skills — able to mentor, motivate, and hold team members accountable
Experience supporting Microsoft 365, Windows OS, and Office Suite
Knowledge of network fundamentals and troubleshooting
Ability to create and implement SOPs and technical documentation
Customer-service oriented, with strong organizational skills and attention to detail

Perks:

Full benefits

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We are currently looking for a candidate. We have 1 open position. Please apply and we can discuss!

Most Important:

3–5 years of hands-on IT experience
2+ years of management or supervisory experience leading a helpdesk or IT support team
Prior experience managing Helpdesk operations, including ticketing systems, SLA adherence, and performance metrics
Strong communication and leadership skills — able to mentor, motivate, and hold team members accountable
Experience supporting Microsoft 365, Windows OS, and Office Suite
Knowledge of network fundamentals and troubleshooting
Ability to create and implement SOPs and technical documentation
Customer-service oriented, with strong organizational skills and attention to detail

Qualifications:

Familiarity with ITIL standards and IT support best practices
Strong understanding of customer satisfaction metrics and service quality standards
Proven team management and coaching abilities
Experience supervising small or lean teams within an IT environment
Analytical and problem-solving skills for hardware, software, and application issues
Ability to anticipate department needs and effectively manage workload distribution
Experience with multi-location support environments is a plus
Familiarity with ZenDesk, Pulseway, iOS, and Android platforms preferred

Responsibilities:

Supervise daily operations of the IT Support team, ensuring timely and effective issue resolution
Monitor and manage the IT ticketing system to track issues, identify trends, and maintain SLAs
Provide coaching, mentoring, and technical guidance to team members
Develop and document Standard Operating Procedures (SOPs) to improve efficiency and consistency
Ensure all team interactions are professional, timely, and customer-focused
Track and analyze KPI metrics to assess performance and identify areas for improvement
Manage staff scheduling, workload prioritization, and department objectives
Collaborate with other IT leaders and vendors on new technologies and initiatives
Drive continuous improvement in support processes, communication, and service delivery
Maintain a positive and collaborative team culture while ensuring accountability and operational excellence