It Business Support Manager

Job Title:

IT Business Support Manager

Department:
Information Technology

Reports To:

Chief Information Officer

Location:

Oakland Terminal

FLSA Status:
Exempt

The IT Business Support Manager oversees the delivery of IT support services to ensure optimal performance and user satisfaction. This role manages the Help Desk team, coordinates business support initiatives, oversees procurement of IT hardware and software, and ensures alignment between IT services and organizational needs.

• Lead and supervise the IT Help Desk team to provide timely and effective support.
• Establish and enforce service level agreements (SLAs) for incident resolution and request fulfillment.
• Monitor ticketing systems and ensure accurate documentation and escalation processes.

• Serve as the primary liaison between IT and business units for support needs.
• Identify recurring issues and implement solutions to improve efficiency.
• Develop and maintain knowledge base articles and self-service resources.

• Design and deliver IT training programs for end-users and support staff.
• Ensure continuous skill development for Help Desk personnel.

• Manage and oversee the ordering and procurement of IT hardware and software.
• Ensure compliance with organizational standards and vendor agreements.
• Collaborate with finance and vendors to optimize cost and delivery timelines.

• Analyze support metrics and trends to recommend improvements.
• Implement ITIL best practices for incident, problem, and change management.

• Recruit, train, and mentor Help Desk staff.
• Conduct performance evaluations and foster a culture of customer service excellence.

• Manage departmental resources effectively.
• Provide input for budgeting related to support operations and procurement.

• Bachelor’s degree in Information Technology, Business Administration, or related field.
• 5+ years of experience in IT support or service management, with at least 2 years in a leadership role.
• Strong knowledge of IT service management frameworks (ITIL preferred).
• Experience in IT procurement and vendor management.
• Excellent communication, problem-solving, and organizational skills.
• Familiarity with Help Desk software and ticketing systems.

• Customer Service Orientation
• Leadership and Team Development
• Procurement and Vendor Management
• Analytical Thinking
• Process Optimization
• Stakeholder Engagement

SMART is an Equal Opportunity Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation / Age

THE AUTHORITY RESERVES THE RIGHT TO REVISE OR CHANGE THIS JOB DESCRIPTION AT ANY TIME.