onsite
Customer IT Support Manager - The HBP Group
Systems Engineer
Lead a Service Desk/Pro Serv POD in a Managed Service Provider, driving service performance, customer experience, and team development while overseeing incident management, ITIL processes, and cloud‑based support operations.
About the role
Key Responsibilities
- Own end‑to‑end service delivery for the Service Desk, ensuring SLA compliance and high customer satisfaction.
- Lead, coach, and develop a team of engineers, fostering a culture of continuous improvement and technical excellence.
- Manage incident, problem, and change processes using ITIL best practices and ServiceNow tooling.
- Monitor and report on service performance metrics, financials, and operational KPIs to drive efficiency.
- Collaborate with cross‑functional teams to design and implement cloud‑based support solutions (e.g., AWS, Azure).
Requirements
- 5+ years of experience in IT support management within a Managed Service Provider or similar environment.
- Strong knowledge of ITIL frameworks and hands‑on experience with ServiceNow or comparable ticketing platforms.
- Proven ability to lead technical teams, develop talent, and manage performance.
- Excellent customer‑service orientation with a track record of improving client experience.
- Solid understanding of cloud platforms and modern IT infrastructure (Windows, Linux, virtualization).