Senior IT Support Manager

Role & responsibilities Technical Support & Troubleshooting Provide Level 2 and Level 3 technical support for desktops, laptops, mobile devices, printers, network connectivity, applications, and user accounts. Troubleshoot hardware, software, operating system, email, VPN, Wi-Fi, printer, and peripheral-related issues. Resolve escalated incidents and service requests within agreed SLA timelines. Support users through onsite, remote, phone, email, and ticketing channels. Perform root cause analysis for recurring IT issues and recommend permanent solutions. Escalate complex infrastructure, network, security, or application issues to the appropriate teams when required. End-User Computing Support Install, configure, upgrade, and maintain Windows and macOS desktops and laptops. Support Microsoft 365 applications, Outlook, Teams, OneDrive, SharePoint, and other collaboration tools. Configure and support mobile devices, tablets, and endpoint devices. Manage user profiles, data migration, system rebuilds, and device replacement activities. Provide VIP and executive-level support when required. User Account & Access Management Create, modify, disable, and troubleshoot user accounts in Active Directory, Azure AD, Microsoft 365, Google Workspace and other business systems. Manage permissions, group memberships, mailbox access, shared drives, and application access. Support onboarding, offboarding, and employee transfer processes. Ensure access requests follow company security and approval procedures. Hardware, Software & Asset Management Install, configure, and maintain IT hardware including laptops, desktops, monitors, printers, scanners, docking stations, and meeting room equipment. Deploy approved software and ensure license compliance. Maintain accurate records of IT assets, inventory, warranties, and assigned equipment. Coordinate hardware repairs, replacements, and vendor warranty support. Support procurement and lifecycle management of IT assets. Knowledge and support iOS, iMacs, MacBooks and related Apple User & VVIP Assets. Network & Connectivity Support Troubleshoot basic LAN, Wi-Fi, VPN, DNS, DHCP, and internet connectivity issues. Assist users with remote access, VPN clients, and secure connectivity. Support meeting room technology, video conferencing systems, and collaboration devices. Work with network teams to resolve connectivity or infrastructure-related issues. Security & Compliance Ensure endpoints are protected with antivirus, encryption, patching, and security updates. Support password resets, MFA issues, account lockouts, and access control requirements. Follow IT security policies when handling user accounts, devices, and company data. Assist with vulnerability remediation, endpoint compliance, and security incident response. Educate users on basic cybersecurity best practices. Ticketing, Documentation & Process Improvement Log, update, track, and resolve tickets using the IT service management system. Ensure incidents and service requests are properly categorized, prioritized, and documented. Create and maintain knowledge base articles, troubleshooting guides, and standard operating procedures. Identify opportunities to improve support processes, automation, and user self-service. Provide regular updates to users and stakeholders on ticket status and resolution progress. Team Collaboration & Mentoring Act as an escalation point for junior IT support engineers and service desk analysts. Provide technical guidance, mentoring, and knowledge sharing within the IT support team. Collaborate with infrastructure, network, cybersecurity, application, and vendor teams. Participate in IT projects such as device rollouts, office moves, system upgrades, and migration activities.