Overview
Skills
Job Details
IT Support Manager, Onsite, New Brunswick, NJ
The IT Support Manager is responsible for managing and overseeing onsite IT support operations for a global account serving a USA-based client. This position ensures consistent, high-quality deskside support across multiple global locations, driving operational excellence, process improvement, and alignment with Service Level Agreements (SLAs) and client expectations. The IT Support Manager will lead technical teams, coordinate governance and reporting, and serve as the primary interface between the client s U.S. leadership and global IT delivery teams. This position is 100% onsite in New Brunswick, NJ with travel to Warren, NJ.
IT Support Manager Responsibilities
- Global Account & Team Management
- Lead and manage deskside support teams across multiple regions for a USA-based client.
- Ensure standardized service delivery, performance, and process adherence across all locations.
- Oversee staffing, scheduling, and workload management for optimal service coverage.
- Foster teamwork, cross-cultural awareness, and consistent operational standards.
- Serve as the primary point of escalation for deskside support issues and client requests.
- Service Delivery & Operations
- Oversee daily deskside activities including hardware deployment, software support, and issue resolution.
- Ensure all service requests and incidents are resolved within agreed SLAs and KPIs.
- Manage IT asset inventory and lifecycle management across all supported sites.
- Coordinate scheduled site visits to ensure proactive maintenance and user engagement.
- Provide executive and VIP-level support with an emphasis on reliability and discretion.
- SLA Management & Performance Reporting
- Define, manage, and monitor Service Level Agreements (SLAs) across global operations.
- Track and report on performance metrics, including SLA compliance, CSAT, and incident trends.
- Prepare and present governance and performance reports to both client and internal leadership.
- Investigate SLA deviations, identify root causes, and implement corrective measures.
- Leverage analytics to forecast workload, improve resource allocation, and enhance service efficiency.
- Incident, Problem & Change Management
- Oversee incident resolution and service request fulfillment, ensuring timely closure and quality outcomes.
- Collaborate with infrastructure and global IT teams to address recurring issues through problem management.
- Participate in change management reviews to minimize operational risks.
- Maintain documentation and ensure compliance with ITIL and client-specific standards.
- Process Improvement & Scheduled Site Visits
- Develop and maintain standardized deskside support processes and documentation across global teams.
- Lead continuous improvement initiatives to optimize workflows, increase first-time fix rates, and improve user satisfaction.
- Manage and enhance the Scheduled Site Visit program to proactively monitor site performance, ensure infrastructure readiness, and prevent potential service interruptions.
- Analyze visit data to identify trends and improvement opportunities.
- Governance, Communication & Stakeholder Management
- Act as the primary liaison between the USA-based client s IT leadership and global support teams.
- Participate in ongoing governance and operational meetings to review service delivery, SLAs, and improvement plans.
- Provide transparent, data-driven communication and reporting to all stakeholders.
- Maintain governance documentation, performance dashboards, and quarterly business review (QBR) materials.
- Build and sustain strong client relationships through consistent communication and service alignment.
- Project & Technology Support.
- Support global IT initiatives such as hardware refresh projects, software deployments, and office relocations.
- Coordinate with third-party vendors and service providers to ensure timely, high-quality service delivery.
- Ensure compliance with client and corporate IT security, asset management, and audit requirements.
IT Support Manager Qualifications:
- Bachelor s degree in information technology, Computer Science, or related discipline.
- 8+ years of experience in IT support operations, with 5+ years in leadership or managerial capacity (preferably managing global or regional teams).
- Proven experience managing global or multi-region IT support operations.
- Strong expertise in SLA management, performance reporting, and governance leadership.
- In-depth knowledge of Windows, macOS, and mobile device environments.
- Proficiency in ITSM tools (e.g., ServiceNow, Remedy, or Jira Service Management).
- Comprehensive understanding of ITIL processes (Incident, Problem, Change, and Service Level Management).
- Preferred certifications: ITIL Foundation, CompTIA A+, Microsoft Certified: Modern Desktop Administrator.
- Excellent leadership, communication, and stakeholder engagement skills.
- Analytical, data-driven mindset with a focus on service improvement and operational excellence.
Benefits include medical insurance, retirement plan, PTO, etc.
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