IT Service Delivery Manager

IT Support Manager

The IT Support Manager provides strategic leadership and operational oversight for the enterprise support function. This role is responsible for the direct supervision of all Support Technicians, ensuring that complex technical escalations and critical infrastructure projects are managed with precision. You will act as the bridge between technical execution and business objectives, fostering a culture of excellence in the Rochester area facilities.

Expanded Supervisory Responsibilities

• Technical Mentorship: Guide technicians in troubleshooting complex server, network, and application issues (e.g., SAP S4/HANA, cloud infrastructure).
• Advanced Escalation Management: Serve as the final point of internal escalation for critical "P1" incidents, coordinating with senior technicians and external vendors to restore services.
• Project Delegation: Assign and oversee high-level technical projects, such as site-wide hardware refreshes, security patching cycles, and system migrations.
• Knowledge Base Oversight: Technicians document complex resolutions to empower all teams, reducing overall time-to-resolution.

General Management Duties

• Performance Management: Conduct regular 1-on-1s, deliver performance appraisals, and manage career development paths for the technical team.
• Resource Planning: Manage technician workloads, on-call rotations, and shift scheduling to ensure 24/7 support for manufacturing operations.
• Service Level Management: Define, track, and report on key performance indicators (KPIs) such as First Response Time, Mean Time to Resolve (MTTR), and Customer Satisfaction (CSAT).
• Policy Development: Implement and enforce ITIL-based processes for incident, change, and problem management across the support organization.
• Budgetary Oversight: Assist in managing the IT support budget, including equipment procurement and vendor contract renewals.

Qualifications

• Experience: 7+ years in IT Support with at least 2–3 years in a formal supervisory or lead role.
• Leadership: Proven ability to manage "high-end" technical staff who require autonomy but also strategic alignment.
• Context: Prior experience in a fast-paced manufacturing or client environment is strongly preferred to understand the urgency of production-line support.