IT Support Services Manager

About the role

The IT Support Services Manager is responsible for delivering high‑quality IT support across the organization. This role oversees the Service Desk, endpoint management, Microsoft 365 services, vendor relationships and overall service delivery performance, ensuring incidents and requests are resolved promptly while driving continuous improvement and compliance.

Key responsibilities

• Lead daily Service Desk operations, monitoring ticket queues, escalations and SLA compliance.
• Implement and maintain ITSM frameworks, update support documentation and drive continual service improvement initiatives.
• Evaluate and enhance Service Desk tools, including AI chat‑bots and automated ticket classification.
• Manage a team of Help Desk staff, contractors and service providers – hiring, onboarding, training, coaching and performance reviews.
• Oversee endpoint lifecycle management (provisioning, deployment, replacement, disposal) for laptops, mobile devices, printers, docking stations and conference rooms.
• Maintain hardware and software inventory, ensuring a real‑time CMDB for accurate reporting and cost control.
• Measure and improve customer satisfaction, define KPIs and turn support tickets into success stories.
• Coordinate major incidents, communicate with stakeholders and ensure compliance with security policies.

Required profile

• Proven experience leading Service Desk or Help Desk teams.
• Strong knowledge of ITSM frameworks and SLA management.
• Experience with Microsoft 365, Teams and endpoint management.
• Ability to drive automation and continuous improvement initiatives.
• Excellent stakeholder management and vendor coordination skills.

Required skills

• Microsoft 365
• Microsoft Teams
• Endpoint management
• IT Service Management (ITSM)
• AI chat‑bot integration
• CMDB maintenance
• Service Desk tools