Full-Time IT Support Manager

IT Support Manager

Responsibilities:

• Level 1, 2 & 3 support for all production systems
• Hardware, software, and component selection, development, implementation, testing, and deployment
• System monitoring and deficiency detection with change/solution recommendations
• Resource and implementation cost estimation
• System needs proposal/presentations to management, outlining ROI
• Collaboration with other departments (Operations, Marketing, Legal, etc.) and vendors
• Status reports to senior management
• Supervision of system support specialists
• Explaining computer projects to non-technical personnel
• Third-party vendor and SaaS provider collaboration
• IT Security compliance (audits, security measures)
• Support vendor collaboration for seamless operations and meeting SLAs
• Customer experience improvement initiatives
• Collaboration for use case definition, requirement creation, and user story prioritization
• Partnership with development, QA, and Application Development teams
• Technology trend and product analytics identification
• Process improvement opportunities identification
• Junior team member mentorship
• Consultant and vendor management (if required)

Qualifications:

• Bachelor's degree or equivalent experience
• 5+ years related experience; 7+ years total experience
• Technical proficiency and strong leadership skills
• Computer systems and business management background
• Agile development methodology familiarity
• Strong organizational and communication skills
• Retail industry understanding

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