Anunta Technology - IT Support Manager

Key Responsibilities:

- Team Management: Lead, mentor, and develop the team; oversee scheduling, workload management, and performance reviews.

- Incident Management: Ensure timely and effective resolution of incidents, requests, and problems in line with SLAs.

- Customer Service: Drive a customer-focused culture and ensure excellent service delivery to internal stakeholders.

- Process Improvement: Establish and improve ITIL-based service desk processes, procedures, and documentation.

- Reporting & Metrics: Track key performance indicators (KPIs) and generate regular reports on service desk performance and user satisfaction.

- Tool Administration: Manage and optimize service desk tools and ticketing systems (e.g., ServiceNow, Jira, Freshservice).

- Stakeholder Communication: Act as the primary escalation point and communicate regularly with IT leadership and end users.

- Training: Ensure ongoing training and skill development for service desk staff to stay current with technology trends and tools.

- Vendor Management: Collaborate with third-party support vendors and contractors as needed.

Required Qualifications:

- 5+ years of experience in IT support roles, with at least 2 years in a leadership or managerial capacity.

- Strong knowledge of ITSM frameworks, particularly ITIL.

- Experience with service desk systems and remote support tools.

- Excellent problem-solving, organizational, and communication skills.

- Proven ability to manage and motivate technical teams.

Preferred Qualifications:

- ITIL Foundation Certification (or higher).

- Experience with cloud platforms (e.g., Microsoft 365, Azure).

- Experience in a fast-paced or enterprise environment.

- Familiarity with cybersecurity best practices in support operations