Job Description

The IT Support Manager will be responsible for overseeing the IT support team and ensuring the delivery of high-quality technical support across all levels (L1 - L4). This role requires a strong technical background, excellent problem-solving skills, and the ability to manage and mentor a team of IT professionals.

Key Responsibilities:

• Manage IT Support Team: Lead and manage a team of IT support specialists, providing guidance, training, and performance evaluations.
• Technical Support: Provide hands-on support for complex technical issues, including hardware, software, network, and application problems.
• Incident Management: Oversee the incident management process, ensuring timely resolution of issues and effective communication with stakeholders.
• Service Level Agreements (SLAs): Monitor and ensure compliance with SLAs, implementing improvements as needed.
• System Maintenance: Oversee the maintenance and administration of IT systems, including servers, networks, and databases.
• Vendor Management: Collaborate with external vendors and service providers to ensure the delivery of high-quality IT services.
• Project Management: Lead IT projects, including system upgrades, migrations, and new technology implementations.
• Documentation: Maintain comprehensive documentation of IT processes, procedures, and configurations.
• Security: Ensure the security and integrity of IT systems, implementing best practices and compliance with industry standards.

Qualifications:

• Education: Bachelor's degree in Information Technology, Computer Science, or a related field.
• Experience: Minimum of 5 years of experience in IT support, with at least 2 years in a managerial role.
• Technical Skills: Proficiency in L1 - L4 support, including troubleshooting hardware, software, network, and application issues.
• Problem-Solving: Should have a technological curiosity and problem-solving abilities.
• Communication: Strong verbal and written communication skills, with the ability to interact effectively with stakeholders at all levels.
• Certifications: Relevant certifications (e.g., ITIL, CompTIA, Microsoft) are a plus.

If interested, please apply for the role, and submit your resume through the link.

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