What are the responsibilities and job description for the IT Support Manager position at Insight Recruitment?
Are you a people-first IT leader who enjoys building high-performing support teams, improving service delivery and creating an exceptional end-user experience?
We're partnering with a well-established, privately held organization seeking an IT Support Manager to lead a growing end-user support organization. This is an outstanding opportunity for a leader who is passionate about coaching people, strengthening IT operations and modernizing support processes through automation and emerging technologies.
This is a leadership-first position. While a solid technical foundation is important, success in this role comes from developing people, creating accountability, improving service delivery and building an environment where the support team can thrive.
What You'll Do
- Lead, mentor and develop a team of IT support professionals while fostering a collaborative, customer-focused culture.
- Oversee day-to-day IT support operations, including help desk services, end-user devices, workplace technology and asset management.
- Drive continuous improvement across ticket management, knowledge management, escalation processes and service delivery.
- Establish service standards, performance metrics and operational best practices that improve efficiency and the user experience.
- Partner with business leaders and IT peers to ensure technology support aligns with organizational priorities.
- Evaluate and implement modern support technologies, including AI-enabled service management, automation and self-service capabilities.
- Manage vendor relationships, support contracts and service level expectations.
- Lead support-related initiatives including device lifecycle management, software deployments, onboarding/offboarding activities and other operational projects.
- Develop and maintain IT support policies, procedures and documentation.
- Help create a culture where accountability, ownership, collaboration and continuous improvement are part of everyday operations.
What We're Looking For
- Bachelor's degree or equivalent combination of education and experience.
- 5 years leading IT support, help desk or IT service delivery teams.
- Demonstrated success coaching, mentoring and developing technical professionals.
- Strong understanding of IT service management principles and end-user support operations.
- Experience improving support processes, workflows and service delivery.
- Familiarity with IT asset management, hardware lifecycle planning and workplace technologies.
- Experience evaluating or implementing automation, AI-enabled support tools or modern service management platforms is highly desirable.
- Excellent communication skills with the ability to build relationships across technical and non-technical teams.
- Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
- A collaborative leadership style with a passion for developing people rather than simply managing tasks.
Why This Opportunity?
This organization is known for investing in its people and promoting a collaborative, team-oriented culture where leaders are empowered to make meaningful improvements. You'll have the opportunity to shape the future of IT support by developing an engaged team, modernizing service delivery and introducing innovative technologies that enhance the employee experience.
If you're a servant-minded leader who enjoys coaching others, driving operational excellence and building high-performing support organizations, we'd love to tell you more about this opportunity.