IT Support Manager
Sana Commerce
Employer Active
Posted 5 hrs ago
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Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
Lead a distributed global support team across various countries and time zones.
- Cultivate a user-centric support culture that prioritizes exceptional service delivery and proactive problem resolution.
- Provide operational support during critical incidents or escalations to ensure minimal downtime
- Improve internal IT operations by identifying inefficiencies and driving process enhancements.
- Ensure service quality and performance, tracking KPIs like SLA compliance, ticket resolution times, and customer satisfaction.
- Maintain updated support documentation, knowledge bases, and SOPs.
- Manage and enhance incident response procedures, including post-mortem reviews.
- Work closely together with the team and support their ongoing development. Develop and maintain strong relationships with key stakeholders across all business units to better understand their IT needs and challenges.
Desired Candidate Profile
What you ll bring:
- 5+ years in IT support or IT operations roles, with at least 2 years in a leadership/managerial role.
- Preferred hands-on technical experience with Microsoft 365 administration, Intune, and basic IT security practices.
- Working knowledge of IT compliance standards and frameworks, including ISO 27001.
- Proven ability to drive process improvements and implement automation across support operations.
- Experience managing remote or geographically dispersed teams.
- Deep understanding of ITSM frameworks (ITIL Foundation preferred).
- Strong problem-solving, incident management, and communication skills.
- Demonstrated commitment to exceptional end user experience with a track record of implementing successful user satisfaction initiatives.
- Knowledge of license management and optimization for cloud-based services.
Company Industry
- IT - Software Services
Department / Functional Area
- IT Software
Keywords
- IT Support Manager
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