Job Title: Manager - IT Support Analyst
Job Summary
The IT Support Manager is a pivotal role within the organization, responsible for overseeing the IT support department to ensure the delivery of efficient and effective IT services. This position requires a strategic leader who can manage staff performance, develop and implement IT support policies, and enhance operational efficiency. The IT Support Manager will coordinate activities across multiple locations, ensuring that the IT support team aligns with the overall business objectives. This role demands a strong understanding of IT service management frameworks and a commitment to continuous improvement and compliance with IT security standards.
Key Responsibilities
- Lead and manage the IT support team, fostering a collaborative and high-performance culture.
- Develop and implement IT support policies and best practices to enhance service delivery.
- Ensure adherence to Service Level Agreements (SLAs) and IT service management processes to maintain operational excellence.
- Coordinate IT support activities across multiple locations, ensuring consistent service delivery and support.
- Work closely with senior management to align IT support strategies with business objectives and operational needs.
- Oversee the IT support budget, including procurement and resource allocation, to optimize operational efficiency.
- Analyze support trends and implement continuous improvement strategies to enhance service quality and customer satisfaction.
- Ensure compliance with IT security and regulatory standards, mitigating risks associated with IT operations.
Skills and Knowledge Required
- Strong leadership and management skills, with the ability to inspire and motivate a diverse team.
- Expertise in IT service management frameworks such as ITIL and COBIT.
- In-depth knowledge of IT support processes, incident management, and problem resolution techniques.
- Experience with IT Service Management (ITSM) platforms and enterprise IT tools, such as ServiceNow and Jira Service Management.
- Ability to develop and execute effective IT support strategies that align with organizational goals.
- Excellent communication and stakeholder management skills, facilitating collaboration across departments.
Educational Qualifications
- Bachelor’s or Master’s degree in IT, Computer Science, or a related field.
- ITIL Intermediate or Manager-level certifications preferred.
Key Focus Areas
- IT support strategy and policy development.
- Team leadership and performance management.
- ITSM implementation and continuous improvement initiatives.
Experience
- 10+ years of experience in IT support roles, including managerial experience.
Tools and Equipment
- ITSM platforms such as ServiceNow and Jira Service Management.
- Enterprise performance monitoring tools.
Other Requirements
- Strong decision-making and problem-solving capabilities.
- Ability to work in a dynamic, fast-paced environment, adapting to changing priorities.
Key Competencies and Requirements by Category
As an IT Support Manager, you will be expected to demonstrate a high level of competency in leadership, strategic planning, and operational management. Your ability to effectively communicate with stakeholders at all levels and drive continuous improvement initiatives will be crucial to the success of the IT support department. You will also need to exhibit strong analytical skills to assess support trends and make data-driven decisions that enhance service delivery and compliance.