IT Support Manager – US

Key Responsibilities

• Troubleshoot and resolve hardware, software, network, and business application issues
• Log, track, and document incidents and service requests within the IT service management platform
• Prioritize and manage support requests in line with SLAs and business needs
• Escalate complex issues to specialized support teams when required
• Provide support to employees across multiple locations and time zones
• Manage employee onboarding and offboarding, including device provisioning, account setup, access configuration, and asset recovery
• Administer user accounts, permissions, password resets, account unlocks, and access changes in line with security requirements
• Cook up procurement of IT hardware, software, licenses, and related services
• Maintain accurate inventories of IT assets, equipment, and software licenses
• Support the implementation, maintenance, upgrade, and troubleshooting of business applications and vendor solutions
• Use remote management and monitoring tools to support users and maintain operational continuity
• Promote cybersecurity awareness and best practices across the organization
• Manage endpoint security solutions, including antivirus protection and monitoring tools
• Ensure compliance with IT policies, security standards, and data protection requirements
• Create and maintain technical documentation, knowledge base articles, FAQs, and support procedures
• Contribute to the continuous improvement and standardization of IT support processes
• Identify opportunities to improve IT services, user experience, and operational efficiency
• Support IT projects, system implementations, migrations, and other technology initiatives

Qualifications

• Degree in Information Technology, Computer Science, or a related field preferred, or equivalent combination of education, certifications, and hands-on experience
• 5+ years of experience in IT Support
• At least 3 years of team leadership experience
• Strong coaching and people management skills
• Hands-on experience with ITSM processes and ITIL practices
• Experience managing major incidents and service disruptions
• Knowledge of endpoint management and device lifecycle processes
• Strong organizational and operational skills
• Excellent communication and stakeholder management skills
• Strong analytical and problem-solving abilities
• Commitment to continuous improvement and service excellence