IT Support Manager , IT Services
Amazon•Published 19 hours ago•First seen 2 hours ago
Lead a dynamic team of IT Support Engineers while managing critical IT infrastructure, end-user computing, and audio-visual services across India. You'll drive operational excellence through continuous improvement initiatives, mentor team members, and collaborate with internal and external partners to deliver reliable technology solutions that keep our organization running smoothly.
Key job responsibilities
As an IT Support Manager, you'll guide a team of IT Support Engineers in delivering dependable technology services across our organization. Your day involves managing service level agreements to ensure consistent uptime, working through complex technical challenges alongside your team, and coordinating with internal departments and external vendors on infrastructure projects. You'll spend time identifying opportunities to streamline operations through automation and process improvements, reviewing the quality of work your team delivers, and providing supportive feedback to help them grow. You'll also participate in building your team through hiring, training, and professional development initiatives, ensuring we have the talent needed to support our technology needs.
About the team
We're a collaborative group focused on delivering reliable IT services that enable our organization to operate effectively. Our team manages end-user computing, audio-visual systems, and IT infrastructure across multiple locations, serving colleagues throughout the organization. We're committed to continuous improvement and creating an environment where team members can develop their skills and advance their careers. As a manager on our team, you'll help shape how we approach problem-solving, support our colleagues, and build sustainable solutions that scale with our organization's needs. We value open communication, shared learning, and a commitment to service excellence.
Key job responsibilities
- Lead and develop your team by managing IT Support Engineers, fostering their professional growth through training and mentorship, and participating in hiring decisions to build a capable and collaborative group
- Ensure service reliability by establishing and monitoring service level agreements, managing escalations, and coordinating with team members to maintain consistent uptime across systems and services
- Solve complex technical challenges by troubleshooting difficult IT problems alongside your team, providing technical guidance, and collaborating with internal departments and external vendors to resolve issues
- Drive operational efficiency by identifying opportunities to automate manual processes, creating tools and improvements that enhance team productivity, and leading continuous improvement initiatives
- Maintain quality standards by auditing the quality of work performed by your team, providing constructive feedback, and ensuring that IT asset management practices and customer support standards are consistently met
As an IT Support Manager, you'll guide a team of IT Support Engineers in delivering dependable technology services across our organization. Your day involves managing service level agreements to ensure consistent uptime, working through complex technical challenges alongside your team, and coordinating with internal departments and external vendors on infrastructure projects. You'll spend time identifying opportunities to streamline operations through automation and process improvements, reviewing the quality of work your team delivers, and providing supportive feedback to help them grow. You'll also participate in building your team through hiring, training, and professional development initiatives, ensuring we have the talent needed to support our technology needs.
About the team
We're a collaborative group focused on delivering reliable IT services that enable our organization to operate effectively. Our team manages end-user computing, audio-visual systems, and IT infrastructure across multiple locations, serving colleagues throughout the organization. We're committed to continuous improvement and creating an environment where team members can develop their skills and advance their careers. As a manager on our team, you'll help shape how we approach problem-solving, support our colleagues, and build sustainable solutions that scale with our organization's needs. We value open communication, shared learning, and a commitment to service excellence.
Basic Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related field
- 4+ years of Microsoft administration, Linux administration, or Cisco IOS (CLI) experience
- 4+ years of troubleshooting in a multi-user high availability environment experience
- Experience solving problems with technology in the Media & Entertainment Industry
- 4+ years of networking (such as DNS, DHCP, SSL, OSI Model, and TCP/IP) experience
- 4+ years of technical team management experience
- Travel up to 50% domestic travel with short notice
- Experience with Active Directory, or experience deploying, managing, and optimizing Microsoft Windows Server and experience demonstrating software engineering skills in a previous intership, work experience, coding competitions, or publications
Preferred Qualifications
- ITIL and Prince2 certification, or CISCO certification
- Experience with digital products and interactive entertainment
- Experience in networking administration and troubleshooting, or experience in Linux OS and network troubleshooting and experience deploying, managing, and optimizing Microsoft Windows Server
- Experience communicating technical concepts to a non-technical audience
- Experience with written and verbal communication and presentation
- Experience in networking administration and troubleshooting, or experience that includes strong analytical skills, attention to detail, and effective communication abilities and experience in Linux and Networking protocols
- Knowledge of hardware architectures and cabling best practices