IT Support Manager

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.

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

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

Perks & Benefits

• Full benefits

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