Enterprise Systems Support Manager

Purpose

Lead enterprise technical support services, ensuring high-quality support, operational efficiency, and continuous improvement across technology environments.

Key Responsibilities

• Lead technical support teams and daily operations.
• Establish support standards and service improvement initiatives.
• Monitor service performance and SLA compliance.
• Manage major incidents and escalations.
• Coordinate with infrastructure and application teams.
• Develop support processes and knowledge management practices.
• Manage vendors and support contracts.

Qualifications & Experience

• Bachelor's degree in Information Technology or related field.
• 10+ years of experience in technical support, including leadership roles.

Skills

• IT service management
• Leadership
• Incident management
• Service delivery
• Vendor management
• Problem-solving
• Communication