Senior IT Support Manager

Wsv Systemhaus; United States; Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health care plan

Retirement plan

Paid time off

Training

Work From Home

Wellness resources

Job summary

Wsv Systemhaus is seeking an experienced IT leader to oversee daily IT support operations in a fast-paced enterprise. You will mentor a team of help desk technicians, define service standards, and drive incident, problem, and service-request processes.

You will manage budgets, vendor relationships, and technology procurement while coordinating with infrastructure, cybersecurity, cloud, and software teams to ensure reliable, secure IT services across the organization.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or related field, or equivalent professional experience.
• 7+ years of experience in IT support, IT operations, or enterprise technology services.
• At least 3 years of experience in IT management, team leadership, or service delivery management.
• Strong knowledge of enterprise IT infrastructure, Windows environments, networking, and cloud services.
• Experience managing help desk operations and technical support teams.
• Familiarity with IT service management frameworks such as ITIL.
• Experience with ticketing and service management platforms such as ServiceNow, Jira Service Management, or BMC Remedy.
• Strong understanding of cybersecurity, endpoint management, access controls, and data protection.
• Excellent leadership, communication, organizational, and problem‑solving skills.
• Ability to manage multiple projects and priorities in a remote work environment.

Responsibilities

• Lead and manage daily IT support operations, ensuring timely and effective technical assistance.
• Supervise, mentor, and develop IT support specialists, help desk technicians, and technical support engineers.
• Establish service standards, support procedures, and performance expectations.
• Oversee incident management, problem management, and service request processes.
• Manage escalated technical issues involving hardware, software, networks, servers, and enterprise applications.
• Monitor service desk performance, response times, resolution rates, and customer satisfaction.
• Develop and maintain IT support policies, procedures, documentation, and knowledge-base resources.
• Coordinate with infrastructure, cybersecurity, cloud, and software teams to resolve complex technical issues.
• Oversee IT asset management, software licensing, equipment deployment, and endpoint support.
• Ensure proper user account administration, access controls, and compliance with IT security policies.
• Identify recurring technical problems and implement long‑term solutions.
• Manage IT support budgets, vendor relationships, and technology procurement activities.
• Evaluate and recommend tools, systems, and automation solutions to improve service delivery.
• Prepare operational reports and present service performance updates to senior management.
• Support business continuity planning and ensure effective response to critical IT incidents.

Skills

Leadership

Communication

Problem solving

Organizational skills

Remote work ability

IT service management

Education

Bachelor's degree in Information Technology or related field

Tools

ServiceNow

Jira Service Management

BMC Remedy

Windows Server

Azure

Active Directory

Intune/SCCM

Job description

Key Responsibilities

• Lead and manage daily IT support operations, ensuring timely and effective technical assistance.
• Supervise, mentor, and develop IT support specialists, help desk technicians, and technical support engineers.
• Establish service standards, support procedures, and performance expectations.
• Oversee incident management, problem management, and service request processes.
• Manage escalated technical issues involving hardware, software, networks, servers, and enterprise applications.
• Monitor service desk performance, response times, resolution rates, and customer satisfaction.
• Develop and maintain IT support policies, procedures, documentation, and knowledge-base resources.
• Coordinate with infrastructure, cybersecurity, cloud, and software teams to resolve complex technical issues.
• Oversee IT asset management, software licensing, equipment deployment, and endpoint support.
• Ensure proper user account administration, access controls, and compliance with IT security policies.
• Identify recurring technical problems and implement long‑term solutions.
• Manage IT support budgets, vendor relationships, and technology procurement activities.
• Evaluate and recommend tools, systems, and automation solutions to improve service delivery.
• Prepare operational reports and present service performance updates to senior management.
• Support business continuity planning and ensure effective response to critical IT incidents.

Ideal Candidate Profile

The ideal candidate is an experienced IT leader who combines strong technical expertise with excellent people‑management abilities. They should have a proven record of managing technical support teams, improving service delivery, resolving complex IT challenges, and maintaining reliable technology operations.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field, or equivalent professional experience.
• 7+ years of experience in IT support, IT operations, or enterprise technology services.
• At least 3 years of experience in IT management, team leadership, or service delivery management.
• Strong knowledge of enterprise IT infrastructure, Windows environments, networking, and cloud services.
• Experience managing help desk operations and technical support teams.
• Familiarity with IT service management frameworks such as ITIL.
• Experience with ticketing and service management platforms such as ServiceNow, Jira Service Management, or BMC Remedy.
• Strong understanding of cybersecurity, endpoint management, access controls, and data protection.
• Excellent leadership, communication, organizational, and problem‑solving skills.
• Ability to manage multiple projects and priorities in a remote work environment.

Preferred Technical Skills

• Microsoft 365, Azure, Active Directory, and Entra ID.
• Windows Server and Linux administration.
• Network infrastructure, VPN, LAN/WAN, DNS, DHCP, and TCP/IP.
• Endpoint management tools such as Microsoft Intune and SCCM.
• Cloud platforms including Microsoft Azure and AWS.
• IT asset management and software deployment systems.
• Remote monitoring and support tools.
• ITIL certification, CompTIA certifications, or relevant Microsoft credentials.

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Training & Development
• Work From Home
• Wellness Resources