Senior IT Support Manager - Lead Enterprise IT Teams

WSV Systemhaus; United States; Remote; USD 95,000 - 135,000; Full time

Benefits offered by this job

Work From Home

Remote work options

Paid Time Off

Job summary

WSV Systemhaus is seeking a Senior IT Support Manager to lead enterprise IT teams in a fully remote role across the United States. The position requires steering IT services, driving operational efficiency, and ensuring high-end user support while coordinating with security and cloud teams.

Ideal candidates bring 7+ years in IT support or enterprise tech, 3+ years in IT leadership, and strong knowledge of Windows, networking, and cloud platforms.

Qualifications

• 7+ years IT support/enterprise technology services.
• 3+ years IT management or service delivery leadership.
• Strong knowledge of IT infrastructure, Windows, networking, and cloud services.

Responsibilities

• Lead and manage daily IT support operations across remote environment.
• Supervise and mentor IT support specialists and engineers.
• Establish service standards, procedures, and performance expectations.
• Oversee incident, problem, and service request processes.
• Manage budgets, vendor relationships, and technology procurement.
• Coordinate with security, cloud, and infrastructure teams to resolve complex issues.

Skills

IT leadership

ITIL knowledge

Cloud knowledge

Stakeholder comms

Cybersecurity governance

Education

Bachelor's degree or equivalent

Tools

ServiceNow

Jira Service Management

BMC Remedy

Job description

Senior IT Support Manager - Lead Enterprise IT Teams in Wilmington

Market Positioning: Senior IT Support Manager roles in the US typically command $95,000–$135,000 annually, with top earners in major metros or high-demand sectors reaching $150,000+. No salary is disclosed here, so candidates should benchmark against their region and industry vertical during negotiations.

Skills You'll Build: This role develops a rare combination of technical depth and leadership breadth — ITIL-based service management, enterprise cloud (Azure/AWS), cybersecurity governance, and cross-functional stakeholder communication. These are consistently high-demand skills, especially as organizations accelerate cloud migration and remote infrastructure management.

Career Trajectory: This is a strong stepping stone toward Director of IT, VP of IT Operations, or CTO tracks at mid-market companies. The budget management and vendor relationship experience adds executive-level credibility to your profile.

Green Flags:

• Explicit remote work policy — rare at the management level in IT ops.
• Training & Development benefit signals investment in employee growth.
• Broad scope (cloud, security, infrastructure, service desk) means accelerated skill exposure.

Watch Points:

• No salary range disclosed — negotiate firmly; this role commands premium compensation.
• "Manage multiple projects in a remote environment" can signal a lean team where the manager also does individual contributor work — clarify team size in interviews.
• 7+ years required suggests a senior-level hire with limited runway for someone still building experience.

We are seeking an experienced Senior IT Support Manager to lead and oversee the organization's technical support operations, ensuring reliable IT services, efficient issue resolution, and a high standard of technical assistance across the business.

The successful candidate will manage IT support teams, oversee service delivery, coordinate technical escalations, and implement strategies to improve IT performance, operational efficiency, and end-user satisfaction.

This role requires strong leadership, advanced technical knowledge, and extensive experience managing enterprise IT support environments.

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.
• Paid Time Off (Vacation, Sick & Public Holidays)

Is this Senior IT Support Manager role fully remote? Yes, the job listing includes "Work From Home" as an explicit benefit and states the candidate must be able to manage multiple projects in a remote work environment. The role appears to be fully remote within the United States. What are the minimum experience requirements for this role? Candidates need 7+ years of experience in IT support or enterprise technology services, with at least 3 years in IT management, team leadership, or service delivery management. What certifications are preferred for this position? The posting prefers ITIL certification, CompTIA certifications, or relevant Microsoft credentials such as those related to Azure, Intune, or Microsoft 365. What salary can I expect for this Senior IT Support Manager role? No salary range is disclosed in the job posting. Based on US market benchmarks, Senior IT Support Managers typically earn between $95,000 and $135,000 annually depending on location, industry, and company size. What service management platforms should I know for this job? The posting specifically mentions ServiceNow, Jira Service Management, and BMC Remedy as relevant ticketing and service management platforms. Experience with at least one of these is expected.

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