Manager, IT Support Services

Manager, IT Support Services

The Manager, IT Support Services is responsible for leading and overseeing the Service Desk Team, ensuring the delivery of exemplary customer service and technical support to employees across our Corporate Campus and Branches. This role requires strategic leadership to manage the Team effectively, ensuring compliance with established processes and procedures while fostering an environment of continuous development through mentorship and training. The Manager collaborates with senior IT leadership to align technology needs with business objectives and supports executive-level requests, contributing to critical IT projects and providing insightful KPI and metrics reports to the Director, IT Operations.

Key Responsibilities:

• Provide strategic leadership and mentorship to the IT Service Desk Team, fostering a culture of self-sufficiency and teamwork to enhance overall operational efficiency.
• Ensure strict adherence to established Service Desk processes and Change Management policies, maintaining high standards of compliance and operational integrity.
• Offer advanced technical direction and innovative problem-solving strategies to the Team, enhancing their ability to tackle complex troubleshooting scenarios with efficiency.
• Oversee and optimize the IT Service Management (ITSM) ticket assignment and escalation process, ensuring thorough documentation, accurate routing, and prompt resolution to meet service level agreements.
• Develop and implement ongoing training and development programs to nurture talent and advance the skill sets of Team members, supporting their professional growth.
• Efficiently manage workforce planning, ensuring comprehensive coverage across all support channels, including overseeing scheduling, approving overtime, and facilitating leave management.
• Collaborate effectively with IT Leadership to strategically forecast and procure necessary hardware and software resources, aligning with organizational needs and future demands.
• Deliver insightful KPI and metrics reports to the Sr. Director, IT Operations, providing data-driven recommendations for continuous improvement and service excellence.

Direct Manager Direct Reports:

• The Manager, IT Support Services reports directly to the Sr. Manager or Director, IT Infrastructure & Operations. This role is responsible for leading and providing strategic direction to the Service Desk Team, ensuring that top-tier customer service and support are delivered to Corporate Campus and Branch employees across various divisions. The Manager does not hold any direct reports; instead, the position involves collaborative partnerships with the Team and Sr. IT Leadership to enhance IT support services. Duties include monitoring service compliance, overseeing ITSM processes, and participating in strategic IT projects. The Manager also plays a key role in metrics reporting and resource forecasting, working closely with the broader IT Leadership Team.

Travel Requirements:

• The Manager, IT Support Services is required to travel to various Branch Locations for participation in Acquisition and Greenfield-related projects, as determined by the needs of the IT Operations Team, with frequency aligned to project timelines and strategic objectives as directed by Senior IT Leadership.

Physical Requirements:

• The Manager, IT Support Services position primarily involves work performed in an office environment, requiring the ability to remain in a stationary position for extended periods. Duties necessitate proficiency in using office equipment, including computers, phones, and other related technology, essential for overseeing and supporting the Service Desk Team. The role involves regular communication and collaboration with team members and other departments, requiring the ability to convey information clearly both verbally and in writing. Occasional travel to branch locations may be required as part of project-related responsibilities.

Working Conditions:

• The Manager, IT Support Services will operate within a hybrid work environment, combining both remote and in-office settings, designed to optimize performance and team collaboration while offering flexibility. This position commands a fast-paced and deadline-driven atmosphere, necessitating agility in prioritizing tasks and adherence to high standards of service delivery. As part of the IT Operations Team, the Manager is expected to seamlessly integrate into the dynamic work environment at the Corporate Campus and Branch locations, coordinating effectively with Sr. IT Leadership and other team members. The role demands a strong commitment to maintaining a consistent line of communication and oversight, ensuring that all objectives are met efficiently while fostering a productive and supportive working atmosphere for the Service Desk Team.

Minimum Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• Minimum of 7 years of experience in IT support or a related field, with at least 3 years in a supervisory or management role.
• Demonstrated ability to lead and manage a team in a high-demand, service-oriented IT environment.
• Proficient in modern IT Service Management (ITSM) tools and practices.
• Strong knowledge of Change Management processes and service desk operational procedures.
• Excellent troubleshooting skills with the ability to handle escalated technical issues.
• Experience in scheduling, resource allocation, and managing team coverage to meet organizational needs.
• Proven ability to develop and mentor staff, providing guidance and fostering professional growth.
• Strong written and verbal communication skills, with a proven track record of effective collaboration with multiple stakeholders.
• Experience with or knowledge of IT project management, particularly in acquisitions and expansions.
• Ability to travel as needed, particularly in support of acquisition and greenfield projects.
• Proficiency in using KPI metrics to drive team performance and report outcomes to senior leadership.
• Ability to manage executive-level support requests with professionalism and discretion.

Preferred Qualifications:

• Advanced Technical Expertise: Demonstrated proficiency in managing and supporting enterprise-level IT environments, with a focus on IT Service Management (ITSM) frameworks such as ITIL. Advanced certifications in technologies related to support services are highly desirable.
• Leadership and Development Skills: Proven track record of developing high-performing teams through effective coaching, mentoring, and talent development strategies. Experience in driving a culture of continuous improvement and employee engagement.
• Project Management Experience: Experience in managing large-scale IT support projects, including acquisitions and expansions. Ability to coordinate cross-functionally with multiple stakeholders to deliver projects on time and within budget.
• Communication and Interpersonal Abilities: Exceptional communication skills with the ability to interface effectively with executive leadership, vendors, and all levels of the organization. Demonstrated ability to translate technical issues into business impacts and solutions.
• Analytical and Problem-Solving Skills: Strong analytical skills with a proven ability to assess situations, gather data, identify problems, and recommend viable solutions. Experience in implementing data-driven decision-making processes is preferred.
• Strategic Planning and Execution: Experience in developing and implementing strategic IT support initiatives that align with business objectives. Ability to anticipate future IT support needs and proactively design solutions.
• Technology Acumen: In-depth knowledge of the latest developments and trends in IT support technologies, including cloud computing, cybersecurity, and remote support solutions. Experience in deploying and managing these technologies in a corporate setting is a plus.
• Customer-Centric Approach: Commitment to delivering exceptional customer service and enhancing user experience through the effective management of IT support services. Ability to build strong client relationships and drive continuous improvement in service delivery.
• Compliance and Risk Management: Knowledge of regulatory requirements impacting IT support services and experience in ensuring compliance with relevant standards. Ability to assess and mitigate risks related to IT operations.

Minimum Education:

• Bachelor's degree in Information Technology, Computer Science, or a related field from an accredited institution.

Preferred Education:

• A Bachelor's degree in Information Technology, Computer Science, or a related field is required; a Master's degree or professional certifications in IT Service Management or related disciplines is strongly preferred.

Minimum Years Of Work Experience:

• A minimum of eight (8) years of progressive experience in IT support services, with at least three (3) years in a leadership capacity, are required for this role.

Certifications:

• ITIL Foundation Certification, essential for managing IT Service Management processes.
• CompTIA A+ or equivalent, preferred to enhance technical acumen and support skills.
• Microsoft Certified: Modern Desktop Administrator Associate, preferred to ensure proficiency in relevant technologies.
• HDI Support Center Manager (HDI-SCM), preferred to reinforce leadership and support center operation capabilities.

Competencies:

• Leadership and Mentorship: Exhibit strong leadership skills in motivating and guiding the team members toward achieving individual and collective goals. Mentor team members, fostering an environment of continuous learning and growth to build high-performance support teams.
• Strategic Planning and Execution: Demonstrate the ability to strategically plan and execute service desk operations, ensuring alignment with the organization's objectives and the needs of multiple divisions across Corporate Campus and