remote
Manager - IT Services Support - SHI International
Software Engineer
Lead a high‑performing IT services team, driving incident resolution, service improvement, and customer satisfaction using ITIL best practices and Microsoft 365/Azure platforms.
About the role
Key Responsibilities
- Oversee day‑to‑day operations of the IT services support team, ensuring timely resolution of incidents and service requests.
- Implement and maintain ITIL processes, including incident, problem, change, and configuration management.
- Collaborate with cross‑functional teams to troubleshoot and resolve complex Microsoft 365 and Azure issues.
- Develop and deliver training, documentation, and knowledge base articles to improve team efficiency and customer self‑service.
- Analyze service metrics, identify trends, and recommend process improvements to enhance service quality and reduce MTTR.
Requirements
- 5+ years of experience in IT services support, with at least 2 years in a managerial or lead role.
- Strong knowledge of ITIL framework and proven ability to implement ITIL practices.
- Hands‑on experience with Microsoft 365, Azure, and networking fundamentals.
- Excellent communication, leadership, and problem‑solving skills.
- Ability to work in a fast‑paced, customer‑focused environment.