Job description
Important Information:
Years of Experience: Minimum 5 years in IT support, including 2+ years in a managerial role
Job Mode: Full-Time
Work Mode: Remote
Job Summary:
Encora is seeking a dynamic and experienced IT Support Manager to lead and enhance our IT support operations. In this role, you’ll oversee a global support team, manage daily service activities, and implement strategies to elevate technical issue resolution and overall customer satisfaction. Your leadership will directly influence the efficiency, performance, and scalability of our support operations across multiple time zones.
Responsibilities and Duties:
Lead, coach, and manage a high-performing IT support team
Conduct training, set performance goals, and complete regular evaluations
Develop and enforce IT support policies and operational procedures
Leverage technology and automation to improve ticket response and resolution time
Monitor support metrics, analyze trends, and drive continuous improvement
Oversee issue escalations and ensure timely and effective resolution
Collaborate with global support teams to maintain 24⁄7 customer support coverage
Work cross-functionally with departments to meet internal and external IT needs
Maintain IT asset inventory and manage support tools
Present regular updates on support performance and KPIs to leadership
Qualifications and Skills:
Bachelor’s degree in Information Technology, Computer Science, or related field
Minimum 5 years of experience in IT support, with 2+ years in a leadership role
Strong leadership, coaching, and people management abilities
Excellent communication, interpersonal, and stakeholder management skills
Proven problem-solving skills and a data-driven mindset
Ability to prioritize and operate effectively in high-pressure environments
Role-specific Requirements:
Experience leading global support operations, including 24x7 support models
Familiarity with IT support SLAs, KPIs, and incident escalation protocols
Knowledge of ITIL framework and best practices
Proficiency in managing IT inventory and support infrastructure
Experience implementing process improvements and support automation tools
Technologies:
ITSM tools (e.g., ServiceNow, Jira Service Management)
Remote desktop and support platforms
Monitoring and ticketing systems
Inventory and asset management systems
Microsoft 365, Google Workspace
Skillset Competencies:
IT operations management
People leadership and performance management
Support metrics and SLA management
Root cause analysis and troubleshooting
Technical documentation and reporting
Change management and process optimization
About Encora
Encora is the preferred digital engineering and modernization partner of some of the world’s leading enterprises and digital native companies. With over 9,000 experts in 47+ offices and innovation labs worldwide, Encora’s technology practices include Product Engineering & Development, Cloud Services, Quality Engineering, DevSecOps, Data & Analytics, Digital Experience, Cybersecurity, and AI & LLM Engineering.
At Encora, we hire professionals based solely on their skills and qualifications and do not discriminate based on age, disability, religion, gender, sexual orientation, socioeconomic status, or nationality.
