IT Support Manager: Lead Teams, Deliver Impact

Propio Language Services, Inc.; Overland Park (KS); On-site; USD 90,000 - 120,000; Full time

Job summary

Propio Language Services, Inc. is seeking a Manager, IT Support to lead the day-to-day IT Support operations and drive a high standard of customer service across the team.

You will oversee ticketing, workloads, and project coordination while partnering with Systems Engineering and other Technology Operations teams to deliver reliable end-user support. A focus on coaching and process improvements will help scale Propio's growing IT footprint.

Qualifications

• 5+ years in an ITSM support environment.
• 2+ years leading or managing technical support personnel.
• Experience with ticketing systems and ITSM processes.
• Ability to manage competing priorities in a fast-paced support environment.

Responsibilities

• Lead the day-to-day IT Support operations with effective coverage, prioritization, and service delivery.
• Coach, develop, and manage support staff with accountability, technical growth, and consistent performance.
• Oversee ticket performance, workload, escalations, and service quality within established expectations.
• Coordinate support projects, team priorities, and Jira sprint execution to keep work organized and progressing.
• Maintain strong support processes, documentation, and knowledge management across Confluence and Freshservice.
• Identify opportunities for automation, ITSM enhancements, and system changes to improve efficiency and user experience.
• Monitor and communicate team performance, risks, and needs to Technology Operations leadership.
• Partner with Systems Engineering and other Tech Ops teams for escalation, collaboration, and shared initiatives.

Skills

ITSM

Leadership

Ticketing

Sprint planning

Communication

Problem-solving

Education

Bachelor's degree or equivalent

Tools

Confluence

Freshservice

Jira

Job description

Propio Language Services, Inc. is seeking a Manager, IT Support to lead the day-to-day IT Support operations and drive a high standard of customer service across the team.

You will oversee ticketing, workloads, and project coordination while partnering with Systems Engineering and other Technology Operations teams to deliver reliable end-user support. A focus on coaching and process improvements will help scale Propio's growing IT footprint.