Information Technology Support Manager

Required Skills & Experience Technical Skills

• Strong knowledge of Windows 10/11 administration and troubleshooting.
• Basic Linux workstation support experience.
• Hardware diagnostics and repair coordination.
• Printer installation and support.
• Network connectivity troubleshooting.
• Microsoft Office and collaboration tools support.
• Knowledge of ITSM processes (Incident, Request, Change, Asset Management).
• Experience supporting conference room technologies and AV systems.

Professional Skills

• Strong customer service and communication skills.
• Ability to work independently in an onsite customer-facing environment.
• Excellent troubleshooting and problem-solving capabilities.
• Ability to coordinate effectively with remote support teams and vendors.
• Good documentation and asset management skills.

Preferred Qualifications

• Bachelor's Degree/Diploma in Computer Science, Information Technology, or related field.
• ITIL Foundation certification (preferred).
• Microsoft endpoint support certifications preferred.
• 3–6 years of experience in onsite IT support, field services, or deskside support environments.
• Fluent (both written and spoken) in both English and local language
• USA: US citizenship

Key Performance Indicators (KPIs)

• Incident Resolution SLA Compliance
• First-Time Fix Rate
• End-User Satisfaction Score (CSAT)
• IMACD Completion Timeliness
• Asset & Inventory Accuracy
• Conference Room Availability and Readiness
• Site Service Request Closure Performance

Working Model

• Dedicated Onsite Presence (8x5 Local Business Hours)
• Support for designated customer locations and on-demand dispatch requests.

Collaboration with global service desk, infrastructure teams, OEM vendors, and customer stakeholders