Manager, IT Support

Job Type

Full-time

As a Manager, IT Support you will lead the day-to-day operations of our IT Support team. This role is responsible for ensuring end-user support is delivered efficiently, consistently, and with a strong focus on customer service. The Manager will provide direct leadership across the IT Support team, oversee daily ticket and workload management, coordinate support projects and sprint-based initiatives, and ensure established support processes and service expectations are followed. You will work closely with the Director of IT Operations and partner with Systems Engineering and other Technology Operations teams.

You'll be empowered to:

• Take ownership of important initiatives and outcomes.
• Drive meaningful business results.
• Influence decisions and contribute new ideas.
• Partner with talented, high-performing team members.
• Challenge yourself through continuous learning and growth.
• Help shape the future of a rapidly growing organization.

What You'll Own:

• Lead the day-to-day operations of the IT Support team, ensuring effective coverage, prioritization, and service delivery
• Coach, develop, and manage support staff with a focus on accountability, technical growth, and consistent performance
• Oversee ticket performance, workload, escalations, and service quality while ensuring issues are addressed within established expectations
• Coordinate support projects, team priorities, and Jira sprint execution to ensure work is organized, visible, and progressing
• Maintain strong support processes, documentation, and knowledge management practices across Confluence and Freshservice
• Identify opportunities for automation, ITSM enhancements, process improvements, and system changes that improve efficiency and the user experience
• Monitor and communicate team performance, trends, risks, and operational needs to Technology Operations leadership
• Partner with Systems Engineering and other Technology Operations teams to ensure effective escalation, collaboration, and delivery of shared initiatives

What Makes Someone Successful Here

The most successful people at Propio aren't necessarily the ones with the longest resumes. They're the people who:

• Take ownership instead of waiting for direction.
• Embrace challenges as opportunities to grow.
• Continuously seek better ways of working.
• Turn ideas into action.
• Hold themselves and others accountable to high standards.
• Are driven by making a measureable impact.

Requirements

What You'll Bring:

Required Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent professional experience
• 5+ years of experience in an ITSM technical support environment
• 2+ years of experience leading or managing technical support personnel
• Experience working with ticketing systems and ITSM processes
• Experience coordinating technical projects or sprint-based work
• Working knowledge of end-user technology, applications, hardware, and common enterprise support environments
• Ability to manage competing priorities in a fast-paced support environment
• Excellent problem-solving skills & ability to stay organized under pressure
• Outstanding communication & interpersonal skills
• Demonstrated ability to coach, develop, and lead technical support professionals

Even if your experience doesn't perfectly match every qualification, we encourage you to apply. We're looking for potential, drive, and a commitment to growth as much as experience.

What You'll Gain

Own Your Growth: We invest in people who invest in themselves. You'll have opportunities to learn, develop, and expand your capabilities while building a meaningful career.

Own Your Impact: You'll see the connection between your work and our success. We believe great people deserve the opportunity to make a real difference.

Own Your Innovation: The best ideas can come from anywhere. We encourage curiosity, creativity, and challenging the way things have always been done.

Own Your Success: Whether you're building expertise, pursuing leadership opportunities, or expanding your career path, we'll give you room to grow and the support to get there.

At Propio, your work doesn't just move a company forward. It helps connect people, communities, and opportunities across the world. Ready to Build Something Bigger? Apply today and discover what happens when you own your success.

#LI-JS1