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Manager, Application IT Support
Skills
AnalyticsContinuous ImprovementECSHTMLLinuxPHPProduction Support
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 5+ years of experience in IT support or End-User Computing roles
- 2+ years of leadership experience managing a technical support team
- Knowledge of ITIL principles and ITSM frameworks
- Experience with enterprise case management applications including ServiceNow and Salesforce plus analytics tools such as Tableau
- Experience leading teams in a fast-paced customer-centric environment
- Background working with KPIs SLAs CSAT and operational metrics
- Experience implementing automation or self-service technologies
- Knowledge of Linux PHP HTML JavaScript CSS XML MySQL and Shell scripting
- Knowledge of Splunk Datadog MuleSoft and Salesforce
- Knowledge of how to use AI
Nice to have
- Customer-centric
- Hands-on leadership
- Process improvement
- Analytical mindset
- Collaborative
- Adaptable
Day to day
- Lead Level 1-3 Service Desk analysts and engineers while coaching performance and career growth
- Manage daily support operations, escalations, and SLA delivery for external clients
- Partner with Engineering and Incident Problem and Change Management to diagnose and resolve complex production issues
- Oversee reporting documentation and client communications in ServiceNow and provide hands-on technical leadership across support tools and systems