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SeniorFull-timeAWSAzureGitAI
Salary Range
$66,300 - $89,700 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for an IT Technical Support Manager to join our team at Ivanti. This role focuses on delivering exceptional support experiences and ensuring the performance, security, and reliability of our global IT environments.
Key Responsibilities
- →Oversee technical troubleshooting and support for complex systems, including data center, cloud infrastructure, Windows and Mac OS environments, and networking.
- →Select, coach, and mentor engineers, technicians, and support specialists to build a high-performing, customer-obsessed team.
- →Establish strong communication with engineering, security, and product teams to resolve complex technical issues.
- →Guide and inspire a globally distributed support team, ensuring alignment with company goals and customer expectations.
- →Own the management and optimization of our IT Service Delivery, constantly monitoring SLA adherence and driving measurable improvements.
- →Develop, lead, and evolve people-management strategies, supporting technical and leadership growth.
- →Deliver advanced technical troubleshooting across data center, cloud, desktop (Windows/Mac), and enterprise network environments.
- →Foster strong partnerships with engineering, security, and architecture teams.
- →Empower the team through automation, documentation, and knowledge sharing.
- →Lead project and change management for upgrades, innovation adoption, and new service launches.
Requirements
- ✓Demonstrable experience managing a global team (US, EMEA, India), with at least 18 direct/indirect reports in a matrixed, high-performance environment.
- ✓8+ years in IT technical support or service delivery, with significant experience leading desktop support, data center, and cloud operations.
- ✓5+ years' experience leading and developing teams across multiple countries and regions.
- ✓Proven history of improving SLA metrics and reducing mean time to resolution in complex, mission-critical environments.
- ✓Advanced knowledge of Microsoft Entra, Windows Operating Systems, Data Center and Cloud Computing (Azure and AWS), Mac OS administration, and Security and Endpoint Management Solutions.
- ✓Strong people manager and mentor, adept at developing IT professionals and future leaders.
- ✓Expertise in troubleshooting, incident management, and driving root cause analysis for systemic improvement.
- ✓Effective communicator and collaborator, skilled in stakeholder management and representing IT at cross-functional meetings.
- ✓AI (Artificial Intelligence) automation skills or experience or related certifications and Azure certifications are highly valued.
- ✓Bachelor’s degree in computer science, Information Technology, or a related field (or equivalent work experience).
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