IT Support & Operations Manager

Job Summary

The IT Support & Operations Manager is responsible for overseeing the organization’s IT support services and operational activities, ensuring high-quality service delivery to end users. The role manages the Service Desk and IT operations teams, ensuring efficient incident management, endpoint management, device provisioning, and audiovisual (AV) systems support.

The IT Support & Operations Manager will ensure operational efficiency, SLA compliance, and continuous improvement of IT support processes while maintaining strong collaboration with internal departments to support business technology needs.

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Key Responsibilities

Service Desk Management

· Oversee the daily operations of the IT Service Desk and support teams.

· Ensure timely resolution of incidents, service requests, and technical issues in accordance with defined SLAs.

· Monitor service desk performance metrics and implement improvements to enhance service delivery.

· Establish and maintain service management processes aligned with ITIL best practices.

End-User Support

· Ensure efficient technical support for all end users across the organization.

· Manage escalations for complex technical issues and ensure prompt resolution.

· Maintain high levels of customer satisfaction and service quality.

Endpoint Management

· Manage enterprise endpoint environments including desktops, laptops, and other user devices.

· Ensure proper device configuration, security compliance, patch management, and lifecycle management.

Mobile Device Management (MDM) & Device Build

· Manage MDM platforms to ensure secure device enrollment, configuration, and policy enforcement.

· Oversee device imaging, provisioning, and deployment processes.

· Maintain standardized system builds and deployment procedures.

AV Systems Management

· Oversee the operation and maintenance of meeting room audiovisual systems.

· Ensure reliable AV support for meetings, conferences, and collaboration platforms.

SLA Monitoring & Service Performance

· Monitor team performance against established service level agreements (SLAs).

· Analyze incident trends and service desk performance to identify improvement opportunities.

· Ensure adherence to service management procedures and escalation processes.

Documentation & Knowledge Management

· Maintain accurate technical documentation, operational procedures, and support knowledge bases.

· Ensure proper documentation of incidents, solutions, and operational processes.

Stakeholder Collaboration

· Collaborate with internal departments to understand and support business technology requirements.

· Coordinate with infrastructure, security, and application teams to ensure seamless service delivery.

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Qualifications & Experience

· Bachelor’s degree in Information Technology, Computer Science, or a related field.

· 10+ years of experience in IT support, service desk, or IT operations roles, including team leadership responsibilities.

· Proven experience managing IT Service Desk operations and end-user support environments.

· Hands-on experience with endpoint management tools and Mobile Device Management (MDM) platforms.

· Experience supporting enterprise collaboration and AV systems.

· Strong understanding of IT Service Management frameworks (ITIL).

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Skills & Competencies

· Strong leadership and team management skills.

· Excellent communication skills with strong command of English (written and verbal).

· Strong customer service and user support orientation.

· Detail-oriented with strong documentation discipline.

· Strong problem-solving and escalation management skills.

· Ability to manage multiple priorities and service demands effectively.

· Strong reporting and operational monitoring capabilities.

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Professional Certifications

Relevant professional certifications in IT service management, endpoint management, or IT support operations will be considered a strong advantage.

Examples include (but are not limited to):

· ITIL Foundation / ITIL 4

· Microsoft Modern Desktop Administrator Associate

· Microsoft 365 Endpoint Administrator Associate

· CompTIA A+

· CompTIA Network+

· Endpoint management certifications (Intune, SCCM, or equivalent)

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Key Performance Indicators (KPIs)

· Service Desk SLA compliance and resolution times.

· End-user satisfaction and service quality metrics.

· Endpoint compliance and device management efficiency.

· Incident and request resolution efficiency.

· Accuracy and completeness of technical documentation.

· AV system availability and operational reliability.