IT support Manager

Job Title: Senior IT Support Manager

Location: King of Prussia, PA

Experience Level: 12-15 years overall IT experience, with expertise in .NET, ServiceNow, and Azure.

Key Responsibilities

• Lead a team of 10+ IT support engineers, conducting hiring, performance reviews, mentoring, and career development to maintain high team morale and technical proficiency.
• Oversee Tier 2/3 support for .NET-based applications, resolving complex issues in custom enterprise software, including debugging, performance tuning, and integration with Azure services.
• Manage ServiceNow platform as the primary ITSM tool, customizing modules for incident, problem, change, and asset management; ensure SLAs are met through dashboards, reporting, and proactive monitoring.
• Architect and maintain Azure cloud environments, including virtual machines, App Services, Active Directory integration, and hybrid setups; implement security best practices like Azure Sentinel and RBAC.
• Develop and execute IT support strategies, including disaster recovery plans, capacity planning, and root cause analysis for recurring issues across on-prem and cloud infrastructures.
• Collaborate with cross-functional stakeholders, including C-level executives, to align IT support with business goals; facilitate quarterly reviews and present metrics on CSAT, MTTR, and uptime.
• Drive vendor management for Microsoft, ServiceNow, and third-party tools; negotiate contracts and ensure patches/upgrades minimize downtime.
• Champion process improvements, such as AI-driven automation in ServiceNow and Azure DevOps pipelines for .NET deployments, to enhance efficiency and reduce ticket volumes.

Required Qualifications

• Bachelor s degree in computer science, Information Technology, or related field; Master's preferred.
• 12-15 years of progressive IT experience, including 7+ years in support leadership, 5+ years hands-on with .NET (C#, ASP.NET, Entity Framework), ServiceNow (ITSM/ITOM certifications), and Azure (AZ-104/AZ-305 equivalent expertise).
• Proven track record managing enterprise IT support in regulated industries, with deep knowledge of ITIL frameworks, Azure AD, and .NET troubleshooting in high-volume environments.
• .NET full-stack development/support; ServiceNow administration (Flow Designer, Integration Hub); Azure IaaS/PaaS (VMs, AKS, Logic Apps); SQL/Server databases; PowerShell scripting.
• Team building, KPI management (CSAT >95%, MTTR <4hrs); budget oversight ($1M+); crisis escalation handling.
• Excellent communication for C-level presentations; stakeholder influence; analytical problem-solving.
• Experience with environmental compliance tools or manufacturing IT systems is a plus.
• Certifications: ServiceNow Certified System Administrator/Implementation Specialist, Microsoft Azure Administrator/Architect, ITIL v4 Foundation