Sr Manager of IT Support

City
Boca Raton

State
FL

Job Type
Full-Time Regular

Date Posted
6/05/2025

Job Description

Flybridge Staffing is currently searching for a Senior Manager of IT Support for one of our clients in the South Florida area. This person is responsible for executing a company-wide support strategy and leading the service and support of end-user requests and technical issues. This includes managing internal teams, such as Desktop Support, System Administrators, and Operations, as well as coordinating with external vendors. The role requires strong leadership, a focus on business enablement, and a commitment to delivering an exceptional customer experience to drive process optimization.

This position also oversees the design, deployment, maintenance, and lifecycle management of Windows, Mac, and mobile devices, while identifying opportunities to enhance productivity and standardize support operations.

Key Responsibilities

Team Leadership & Support Strategy

Manage day-to-day operations of the IT support team to ensure consistent, high-quality service delivery.
Develop and implement support strategies and continuous improvement initiatives.
Ensure service levels and customer satisfaction targets are met or exceeded.
Remain current on industry trends, technologies, policies, and best practices (e.g., ITIL).

IT Procurement & Asset Management

Oversee procurement and lifecycle management of IT equipment.
Ensure optimal asset utilization and compliance with internal policies.
Collaborate with vendors to negotiate contracts and maintain inventory accuracy.

Performance Metrics & Reporting

Define, track, and report on key service metrics: average response time, first-contact resolution, mean time to repair, cost per call, call avoidance, demand mix, and end-user productivity.
Conduct trend analyses and implement action plans to improve service and reduce costs.

Required Skills & Experience

Bachelor’s degree and at least 8 years of technical support experience, including 5 years managing support teams, or an equivalent combination
Strong cross-functional communication and coordination.
Proven ability to attract, hire, and retain top IT support talent.
Expertise in Service Desk and Desktop Support operations, including managing to KPIs and SLAs.
Proficient with ITSM tools, call management, remote access, and monitoring tools.
Familiarity with ITIL Service Operations and formal processes (incident, change, problem, and knowledge management).

Preferred Skills

Experience managing contracts and vendors.
Familiarity with Apple products.
Functional knowledge of Salesforce.
Experience with server or desktop virtualization.
Experience with Ivanti ticketing systems.

****NO SPONSORSHIP AVAILABLE**** US Citizen, GC, EAD only, please. If your background aligns with the above details and you would like to learn more, please submit your resume to jobs@flybridgestaffing.com or on our website, www.flybridgestaffing.com and one of our recruiters will be in touch with you ASAP.