IT Support Manager

📋 Description

• Own IT support operations end to end: queue health, escalation, and service quality against SLA and
• Own IT asset and device lifecycle: procurement, provisioning, tracking, and retirement of endpoints
• Own support tooling and vendor spend, including the budget line for support tools and partners, and
• Deliver a regular SLA, CSAT, and incident reporting cadence to IT leadership, with trends and
• Own incident command, coordination, stakeholder communication, and resolution for Sev1 and Sev2
• Own the incident process: Jira intake, severity definitions, on-call and paging criteria, and

🎯 Requirements

• Five to eight years in IT support, service desk, or technical operations, with the senior end
• Proven experience running major incidents as incident commander, not just logging or reporting on
• Experience managing an IT support or service desk function, with real ownership of SLA and CSAT
• People management experience, including coaching and performance.
• Working fluency across identity, endpoint, collaboration, and cloud in a multi cloud (AWS and
• Experience running or maturing an incident process, ideally in Jira.

🎁 Benefits

• Comprehensive health insurance
• Competitive salaries
• 401K
• Volunteer programs
• Scholarship opportunities
• Fitness center, cafe, and recreational facilities at office