IT Support Manager (Level 2)

SUMMARY:
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POSITION INFO:

Are you a tech-savvy leader with a passion for seamless IT operations and exceptional support delivery? We're looking for an experienced IT Support Manager (Level 2) to lead our IT support function and drive operational excellence.

You’ll play a key role in troubleshooting complex technical issues, managing our Microsoft and Office 365 environments, and mentoring a dynamic IT support team. If you're proactive, solution-oriented, and a great communicator – we want to hear from you!

? Key Responsibilities:

• Deliver prompt and effective resolution to IT issues while maintaining high customer service standards.
• Manage and lead the IT support team, handling escalations and offering expert-level support.
• Administer and troubleshoot Microsoft environments including Windows, Office 365 (Exchange, Teams, SharePoint, OneDrive).
• Oversee Office 365 security and compliance – user access, permissions, and data protection.
• Develop and implement IT policies, processes, and best practices to improve support efficiency.
• Monitor service desk performance, ensuring SLA and KPI targets are met.
• Assist with network administration – including firewalls, VPNs, DNS, DHCP.
• Lead system maintenance, patch management, and ensure IT security protocols are followed.
• Drive IT projects such as migrations, upgrades, and new system rollouts.
• Maintain accurate and up-to-date IT documentation – including asset registers and troubleshooting SOPs.
• Experience with HPE and Cisco hardware/software is a must.

? Requirements:

• 5+ years of overall IT support experience, with 3+ years at Level 2.
• In-depth knowledge of Microsoft technologies – especially Windows and Office 365.
• Experience in managing Office 365 environments and cloud solutions.
• Solid grasp of networking protocols and infrastructure tools (TCP/IP, DNS, DHCP, VPNs, Firewalls).
• Previous experience leading or managing an IT support/service desk team.
• Strong analytical and troubleshooting skills.
• Excellent communication and stakeholder engagement skills.

? What We Offer:

• A dynamic and supportive work environment.
• Opportunities to grow and lead in a forward-thinking IT team.
• Exposure to exciting projects and cutting-edge technology.
• Competitive remuneration and benefits package.