IT Support Manager (Lead Role)

Job Overview: We are looking for an experienced IT Support Manager to lead and oversee our global support operations. The ideal candidate will have a strong technical background in IT service delivery, be well-versed in support frameworks such as ITIL, and demonstrate leadership through effective team management, escalation handling, and service excellence. Key Responsibilities: Manage and lead a global technical support team, ensuring high levels of performance and morale. Handle escalations from customers or internal stakeholders and drive resolutions within SLAs. Monitor and ensure adherence to Service Level Agreements (SLAs) and operational targets. Coordinate with global teams across different time zones to ensure seamless 24/7 support coverage. Implement and enforce ITSM practices and ITIL methodologies to drive service improvements. Ensure compliance with NIST standards, cybersecurity guidelines, and best practices. (If applicable) Provide oversight or support on Public Key Infrastructure (PKI) operations and policy management. Drive root cause analysis, implement preventive measures, and optimize support workflows. Maintain documentation, run regular service reviews, and report KPIs to senior leadership. Train and mentor team members, fostering a culture of continuous improvement and accountability. Key Requirements: Proven experience in leading technical support or IT service teams, ideally in a global or distributed setup. Strong escalation management skills and ability to make data-driven decisions under pressure. Deep understanding of ITSM tools and frameworks. Practical experience or strong conceptual knowledge of ITIL principles (Certification preferred). Familiarity with NIST standards and their application in IT operations and security. (Optional but preferred) Experience with PKI systems, certificate management, or digital identity frameworks. Excellent communication and leadership skills. Ability to collaborate across departments and with technical/non-technical stakeholders. Work Environment: Flexible working hours with global team coordination Remote setup with occasional travel (if applicable) Strong emphasis on security, compliance, and service excellence