Local IT Support Manager - AMS

IT Support Operations play a critical role in ensuringseamless technology experiencesfor employees across the organisation. We are looking for ahandson and resultsdriven Local IT Support Managerto lead a team of local support engineers in deliveringhighquality userfocused IT servicesthat drive efficiency and business productivity. 

In this role you will oversee daily local IT support operations in your region ensuring support requests are resolved efficiently accurately and within SLAs. You will lead efforts to streamline IT processes enhance documentation and drive collaboration between and other technical teams. A key part of your role is coaching and mentoring your team to nurture a culture of continuous improvement accountability and service excellence. 

The ideal candidate iscustomerfocused proactive and passionate about IT service delivery. You should have a strong background inenduser support operations team leadership and service management frameworks. This is an excellent opportunity tolead an IT support team improve enduser experiences and contribute to the organisations overall IT success. 

Key Responsibilities 

Team Leadership & Development 

• Lead coach and develop a team of Local IT Support Engineers fostering a culture oflearning collaboration and service excellence. 

• Providementoring and feedback supporting career growth and skill development. 

• Implementcoaching programmesto enhance troubleshooting and customer service skills. 

• Ensure the team has thetools training and supportto deliver highquality IT services. 

UserFocused IT Support 

• Overseeefficient resolutionof support requests ensuringfast highquality service. 

• Improvefirstcontact resolution rates reducing unnecessary escalations. 

• Ensure adherence toSLAs and ITILbased processesfor consistent support delivery. 

• Collaborate closely with other IT teams to create aseamless user experience. 

Operational Excellence & Improvement 

• Monitorteam performance identifying skill gaps and process inefficiencies. 

• Resource Allocation & Optimisation Plan and distribute workload effectively across the teambalancing priorities shift coverage and skillsetsacross all regional locations. 

• Drivecontinuous improvement focusing onsimplification and automation. 

• Ensureaccurate documentationof issues and solutions are created and maintained through the effective use of knowledgebase tools and processes. 

• Usedatadriven insightsto enhance IT support operations. 

Collaboration & Stakeholder Engagement 

• Work with IT leadership to align support strategies withbusiness and technology goals. 

• Build strong relationships withstakeholders and IT teamsto improve service delivery. 

• Work with facilities to forecast demand for project support office moves facilities refurbishment etc. 

Strategic Development & Growth 

• Enhance team capabilities to meet evolving IT service demands. 

• Stay informed onemerging technologiesto improve IT support services. 

• Foster a culture ofaccountability empowerment and innovation. 

How is it measured: 

• Team Performance & Development:Regular coaching sessions and structured training programmes result in measurable skill improvement and career progression within the team. 

• Service Efficiency & Resolution Rates:Increasedfirstcontact resolutionand reduced ticket escalation rates ensuring timely issue resolution within agreedSLAs. 

• User Satisfaction & Feedback:Positive feedback scores from endusers reflecting high service quality responsiveness and overall user experience. 

• Operational Excellence & Process Improvement:Continuous improvement initiatives lead tosimplified processes automation and efficiency gains in IT support operations. 

• Collaboration & Stakeholder Engagement:Strong working relationships with IT teams and business stakeholders demonstrated through faster issue resolution and reduced handoffs. 

• DataDriven Decision Making:Key performance metrics (e.g. SLA compliance support trends and team productivity) are actively monitored and used to drive improvements. 

• Process Optimisation & Automation Experience in streamlining IT support processes improving efficiency and leveraging automation where possible. 

• Collaboration & Stakeholder Management Strong communication skills to engage effectively with IT teams business stakeholders and senior leadership. 

• Performance & DataDriven Approach Ability to track key performance metrics and use insights to improve service delivery and team effectiveness. 

What Were Offering

• Salary Range: $95000$105000 plus 10 bonus
• Flexible paid time off including sick and holiday
• Medical dental & vision insurance
• 401K with Company contribution
• Flexible spending accounts
• Life insurance and disability benefits
• Tuition assistance
• Community involvement and volunteering events

Qualifications :

Required Competence

 To be a successful Local IT Support Manager you will be driven by user experience with a passion for building great teams focused on continuously improving standards of service across the function.

• Leadership & People Development Proven ability to mentor coach and develop support Engineers fostering a culture of learning and performance excellence.
• UserCentric Mindset Strong commitment to delivering a highquality user experience ensuring IT support is simple effective and customerfocused.
• Technical Proficiency Solid understanding of IT infrastructure enduser operations and ITILbased support frameworks.
• ProblemSolving & DecisionMaking Ability to analyse complex issues implement solutions and drive continuous improvement initiatives.
• Process Optimisation & Automation Experience in streamlining support processes improving efficiency and leveraging automation where possible.
• Collaboration & Stakeholder Management Strong communication skills to engage effectively with IT teams business stakeholders and senior leadership.
• Performance & DataDriven Approach Ability to track key performance metrics and use insights to improve service delivery and team effectiveness.

Qualifications

 Essential Qualifications:

• Educational Background:
  • Bachelors degree in Information Technology Computer Science or a related field.
• Experience:
  • At least 5 years of experience in IT operations with a proven track record of managing enduser support functions.
  • Minimum of 3 years in a leadership role with experience managing and developing teams across multiple locations preferably in a global organization.
• Technical Skills:
  • Strong understanding of ITIL framework and best practices with experience in implementing and managing ITILbased processes.
  • Experience with IT service management tools. 
  • Knowledge of enterprise IT infrastructure including networks hardware software and cloud services.

Desirable Qualifications:

• Certifications:
  • ITIL certification (e.g. ITIL Foundation ITIL Managing Professional).
• Industry Experience:
  • Experience working in a global enterprise software organisation.
• Process Improvement:
  • Experience with Lean Six Sigma or other process improvement methodologies.
  • Proven track record of driving operational efficiencies through automation and process optimization.
• Change Management:
  • Experience in leading change management initiatives particularly in the context of IT operations and service delivery.

Additional Information :

We embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles while also valuing inclusive workplace experiences. By fostering a sense of community we drive innovation strengthen connections and nurture belonging. Our commitment ensures you can work in a way that suits you best while also engaging with colleagues to share ideas and build meaningful relationships.

All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability or status as a protected veteran. VEVRAA Federal Contractor Equal Opportunity Employer

Remote Work :

No

Employment Type :

Fulltime