IT Support Manager

Job Description

Rozee Sales Demo is seeking a dedicated IT Support Manager to oversee the delivery of high-quality IT support services. The successful candidate will be responsible for managing the incident and problem resolution processes, ensuring seamless service desk operations, and maintaining effective vendor relationships. While this position does not involve managing a team, it requires strong leadership skills and the ability to coordinate with various stakeholders to achieve organizational IT service objectives. The IT Support Manager will utilize expertise in IT Service Management best practices, specifically within the ITIL Framework, to continually improve service delivery and customer satisfaction. This role demands excellent communication and time management skills to handle multiple priorities efficiently, support procurement processes, and leverage tools such as ServiceNow to maximize operational effectiveness.
Responsibilities
 

• Oversee incident management processes to ensure timely identification, escalation, and resolution of IT issues.
• Manage service desk operations with a focus on delivering exceptional customer service and maintaining clear communication channels.
• Implement IT Service Management (ITSM) best practices in line with the ITIL Framework to optimize support workflows and service quality.
• Coordinate problem resolution activities to minimize service disruptions and prevent recurrence.
• Build and maintain strong relationships with vendors to manage contracts, service level agreements, and procurement of IT resources.
• Utilize ServiceNow or similar ITSM tools to track, document, and analyze support requests and operational metrics.
• Support IT procurement processes by collaborating with stakeholders to acquire necessary technology resources within budget and time constraints.
• Prioritize and manage multiple tasks effectively to meet deadlines and ensure continuous service improvement.
• Communicate clearly and professionally with internal teams, vendors, and customers to foster transparency and collaboration.
• Monitor support performance metrics and prepare reports to inform management decisions and drive service enhancements.