Information Technology Support Manager

Position Overview

We are seeking an experienced and proactive IT Support Manager to lead and manage the organization's IT support and service desk operations and IT Support Officers. The role is responsible for ensuring reliable, secure, and efficient IT services across the business, while delivering high-quality user support and maintaining agreed service levels.

The IT Support Manager will oversee support teams, manage incidents and escalations, improve service delivery processes, and ensure that IT systems effectively support business and operational needs.

Key Responsibilities

IT Support & Service Management

• Manage daily IT support and service desk operations
• Ensure timely resolution of incidents, service requests, and technical issues
• Establish, monitor, and improve SLAs and KPIs
• Act as the final escalation point for complex technical issues

Team Leadership & Management

• Lead, mentor, and supervise IT support staff
• Allocate workloads and manage shift schedules where applicable
• Conduct performance reviews and skills development plans
• Promote best practices, accountability, and customer-focused service delivery

Incident, Problem & Change Management

• Ensure proper handling of incidents, problems, and change requests
• Perform root cause analysis and implement permanent fixes
• Coordinate system changes and upgrades with minimal business disruption
• Maintain clear escalation and communication procedures

Infrastructure & Systems Oversight

• Oversee support for end-user devices (desktops, laptops, printers)
• Support operating systems (Windows, with basic Linux knowledge as an advantage)
• Manage networks (LAN, WAN, VPN, Wi-Fi)
• Support email and collaboration platforms (Microsoft 365, Teams)
• Support business-critical applications and enterprise systems
• Coordinate with vendors and third-party service providers

Security, Compliance & Risk

• Enforce IT security policies and access controls