IT Support Manager #979582

Job Description

Job Title : IT Support Manager

Department : Information Technology

Location : St. Petersburg, FL

Position Overview

The IT Support Manager is responsible for leading and optimizing the daily operations of the World Class PDI Help Desk team (ATLAS – All Things Logistics And Support) . This role ensures that all end users receive exceptional service and technical support across hardware, software, and enterprise systems. The ideal candidate will be a hands-on leader who drives operational excellence, promotes a positive support culture, and continuously improves processes, documentation, and team performance.

Key Responsibilities

• Team Leadership & Performance
• Supervise the IT Help Desk (ATLAS) team and ensure daily operations run smoothly.
• Conduct regular one-on-one meetings and performance check-ins with direct reports.
• Coach and develop team members to deliver exceptional customer support and meet performance standards.
• Service Delivery & Support
• Ensure Service Level Agreements (SLAs) are consistently met across all ticket queues in Jira Service Management (JSM) .
• Oversee the handling, routing, and resolution of incoming calls and walk-up support requests, ensuring “+1” customer service at every interaction.
• Monitor and analyze ticket volumes, response times, and resolution metrics; provide data reports to management as needed.
• Identify recurring issues and implement proactive solutions to reduce repeat incidents.
• Process Improvement & Documentation
• Maintain accurate and comprehensive Confluence documentation, ensuring that all troubleshooting and ticket resolution procedures are current.
• Create and update Jira automations to streamline recurring tasks and improve workflow efficiency.
• Develop and maintain standardized canned responses for consistent and professional communication with users.
• Identify and fill knowledge base gaps to enhance self-service and first-call resolution rates.
• Communication & Collaboration
• Act as the primary escalation point for technical support issues.
• Collaborate with IT leadership to identify improvement opportunities, address challenges, and execute strategic initiatives.
• Communicate team performance, issues, and recommendations to the Director of IT Experience .
• Partner with cross-functional teams to improve user experience and service quality.
• Other Duties as Assigned
• Support broader IT initiatives and assist in special projects or audits as required.

Qualifications

Preferred Skills