Manager - IT Services Support

# **About Us** **Since 1989, SHI International Corp. has helped organizations change the world through technology. We’ve grown every year since, and today we’re proud to be a $16 billion global provider of IT solutions and services.** **Over 17,000 organizations worldwide rely on SHI’s concierge approach to help them solve what’s next. But the heartbeat of SHI is our employees – all 7,000 of them. If you join our team, you’ll enjoy:** - **Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.** - **Continuous professional growth and leadership opportunities.** - **Health, wellness, and financial benefits to offer peace of mind to you and your family.** - **World-class facilities and the technology you need to thrive – in our offices or yours.** # **Job Summary** The Manager of IT Service Support is a people leader responsible for overseeing the delivery of IT services and support across multiple Managed Service Provider (MSP) clients. This role requires a strategic thinker with a strong technical background, excellent leadership capabilities, and a focus on delivering high-quality service, operational excellence, and customer satisfaction. This individual will lead a team of Support Engineers, ensuring service level agreements (SLAs) are consistently met, tickets are effectively triaged and resolved, and customer expectations are properly managed. The Manager will drive efficiency, accountability, and continuous improvement across service desk operations. **Role Description** - Oversee day-to-day IT service support operations, ensuring high-quality service delivery, effective queue management, and SLA adherence - Manage ticket lifecycle processes including intake, triage, prioritization, routing, backlog control, and workload balancing across MSP clients - Lead, coach, and develop a team of Support Engineers at varying levels, fostering accountability, growth, and continuous improvement - Establish and monitor key performance metrics (e.g., first response time, resolution time, MTTR, backlog, reopen rate, escalation rate, CSAT, service quality) - Enforce ticket documentation standards including time entry accuracy, categorization, prioritization, escalation notes, and closure summaries - Act as an escalation point for critical issues, major incidents, and customer-impacting outages, coordinating resolution across stakeholders - Ensure alignment of support activities with customer contracts, statements of work, service catalogs, and defined support boundaries - Manage staffing schedules, shift coverage, PTO planning, and resource allocation to maintain consistent service delivery - Collaborate with engineering, service delivery, and account management teams to align support operations with business and client needs - Contribute to strategic planning and drive the standardization and continuous improvement of IT support services - Identify and implement process improvements, knowledge base enhancements, automation opportunities, and recurring issue reduction initiatives - Ensure ongoing training and skill development of the team in alignment with MSP technologies and client environments - Manage IT support budget, including resource planning, cost control, and financial reporting **Behaviors and Competencies** - Adaptability: Can lead others through change, help teams adapt to new directions, and create a culture open to change. - Business Acumen: Can develop and execute business plans to drive growth and profitability. - Change Management: Can manage major changes in organizational processes or policies, can facilitate change management processes among others, can mentor others in effective change management, and can adapt change management style based on the situation and the organization’s needs. - Collaboration: Can take ownership of team initiatives, foster a collaborative environment, and ensure that all team members feel valued and heard. - Communication: Can effectively communicate…