Manager, IT Support
About the role
Job Type Full-time Description Own Your Impact. At Propio, we don't believe careers happen to people. We believe people create them. Here, you're trusted to make decisions, challenge assumptions, drive innovation, and shape outcomes. Your success is not limited by hierarchy or tenure. It's fueled by your ambition, your curiosity, and your willingness to own your impact. If you're looking for a role where you can simply maintain the status quo, this probably isn't it, but if you're looking for a place where your ideas matter, your growth is accelerated, and your work creates meaningful impact across the world, we'd love to talk. Why Propio? Every day, communication changes lives. A patient receives care they otherwise couldn't access. A family gains critical information. A business connects with a customer. A community becomes more inclusive. These moments happen because barriers are removed. And behind those moments are Propio team members who show up every day to solve problems, innovate, and build the future. This isn't just work. This is world impact.
Responsibilities
- Lead the day-to-day operations of the IT Support team, ensuring effective coverage, prioritization, and service delivery
- Coach, develop, and manage support staff with a focus on accountability, technical growth, and consistent performance
- Oversee ticket performance, workload, escalations, and service quality while ensuring issues are addressed within established expectations
- Coordinate support projects, team priorities, and Jira sprint execution to ensure work is organized, visible, and progressing
- Maintain strong support processes, documentation, and knowledge management practices across Confluence and Freshservice
- Identify opportunities for automation, ITSM enhancements, process improvements, and system changes that improve efficiency and the user experience
- Monitor and communicate team performance, trends, risks, and operational needs to Technology Operations leadership