IT Support manager

Job Description

• Manage and supervise Support leads handling day-to-day user issues.
• Act as point of escalation for end-user support beyond Service Desk resolution.
• Coordinate with Service Desk Manager for incident tracking, SLAs, and ticket closure.
• Work closely with Infrastructure Manager for escalated hardware, network, or server issues.
• Collaborate with Application Manager for escalated ERP, Oracle, or business application issues.
• Ensure timely resolution of incidents, service requests, and user onboarding activities.
• Monitor ticket queues, assign tasks, and enforce SLA compliance.
• Maintain knowledge base and ensure Level 1 engineers follow standard procedures.
• Conduct regular user feedback surveys to improve IT support quality.
• Train and mentor Level 1 engineers to handle common incidents independently.
• Provide reports on support metrics (ticket volume, resolution time, user satisfaction) to Head of IT.
• Assist in planning resource allocation for peak business periods (month-end, project go-lives).
  
  

• Manage and supervise Support leads handling day-to-day user issues.
• Act as point of escalation for end-user support beyond Service Desk resolution.
• Coordinate with Service Desk Manager for incident tracking, SLAs, and ticket closure.
• Work closely with Infrastructure Manager for escalated hardware, network, or server issues.
• Collaborate with Application Manager for escalated ERP, Oracle, or business application issues.
• Ensure timely resolution of incidents, service requests, and user onboarding activities.
• Monitor ticket queues, assign tasks, and enforce SLA compliance.
• Maintain knowledge base and ensure Level 1 engineers follow standard procedures.
• Conduct regular user feedback surveys to improve IT support quality.
• Train and mentor Level 1 engineers to handle common incidents independently.
• Provide reports on support metrics (ticket volume, resolution time, user satisfaction) to Head of IT.
• Assist in planning resource allocation for peak business periods (month-end, project go-lives).