What Does An IT Support Manager Do?

WHAT DOES AN IT SUPPORT MANAGER DO?

Published: Oct 31, 2025 - The Information Technology (IT) Support Manager ensures effective system support for daily operations, reporting, and projects across departments. This role drives process optimization, system implementation, and ERP support for finance while coordinating closely with IT on system accuracy and issue resolution. The manager also handles system administration, user training, and facilitates testing and documentation to support business needs.

A Review of Professional Skills and Functions for IT Support Manager

1. IT Support Manager Duties

Team Management: Managing multi-location teams of technical resources providing remote and deskside services to customers, and hands-on support to other functions in the organization
IT Maintenance: Ensuring that IT maintenance work and troubleshooting are carried out to a high standard and follow polices and guidelines, specifically IT and InfoSec
Service Operations: Leading Operations reviews of IT services covering Customer Satisfaction, SLA performance, Operational metrics (Aging tickets, Ticket quality, IT assets allocation/deallocation, etc.)
IT Ownership: Ensuring everyone in the team takes real IT Ownership, ensuring effective reporting while working towards efficient, internal customer satisfaction
Incident Management: Monitoring incident trends and anticipating potential problems for proactive resolution
System Deployment: Managing the deployment, maintenance, upgrade, testing, and support of PCs, software, hardware, and other peripherals in accordance with Snap IT standards
End-User Services: Overseeing provision of end-user services, including service desk, request fulfillment, and desktop support services
Financial Management: Managing financial aspects of the IT Department, including purchasing, input on the budgeting process, and budget review
Leadership Support: Providing input and support for initiatives from the IT leadership team
Task Ownership: Taking ownership of escalated tasks and following through to ensure complete resolution
Staff Management: Managing IT staffing, including recruitment, supervision, development, evaluation, and disciplinary actions

2. IT Support Manager Details

Team Leadership: Manage/Mentor/Train of Technical Support Team
Escalation Management: Serve as a point of escalation for requests and concerns
Technical Leadership: Provide technical leadership for the enterprise and executive support staff
Documentation Management: Create documentation with attention to detail
Staff Development: Assist/Mentor/Train Junior Support staff
Technology Implementation: Recommend and implement new technologies
Project Coordination: Assist with project management and organization of technical support requests
End-User Support: Support end users in a cross-platform environment (Windows/Linux/macOS)
Infrastructure Management: Day-to-day management of core infrastructure services (AD, MDM, DNS, etc.)
Task Automation: Automation and script of repetitive tasks using PowerShell/Ansible

3. IT Support Manager Responsibilities

Systems Support: Provide systems support to all the functional groups for day-to-day operations, reporting, and ongoing projects
Process Optimization: Partner with department leads to create efficient, scalable processes and formalize systems and internal controls
IT Coordination: Liaise with the IT group to ensure system outputs are provided timely manner and validated for accuracy to meet reporting deadlines, and troubleshoot issues
Process Documentation: Document current business processes and ensure systems are being leveraged to fully utilize capabilities and automation
System Implementation: Participate in the evaluation and lead implementation of new systems and enhancements/improvements to current systems to support accounting and finance functions
User Support: Support all finance end users in the use of ERP and Financial applications
System Administration: Manage tasks related to System administration, access control, and upgrades in coordination with the IT department
Project Management: Monitor project progress, identify, and escalate potential project risks and delays to management
User Testing: Plan and facilitate user acceptance testing and sign-off process with business stakeholders
Hardware Support: Provide troubleshooting and first-level support for hardware-related issues
User Training: Provide user training materials and create business process documentation

4. IT Support Manager Job Summary

Ticket Management: Ensure all IT support tickets are actioned and resolved promptly, and that all responses reflect both the helpfulness and expertise of the department
Policy Enforcement: Follow and enforce all policies established by the global IT team
Onboarding Oversight: Provide oversight and quality control for the employee onboarding and offboarding process, including the creation/deletion of accounts, IT orientation, laptop deployment, and other tasks
Direct Support: Provide direct IT support through multiple channels (tickets, emails, Slack, and in-person) and field questions from IT Support Analysts
Issue Ownership: Take ownership of any IT-related issues the employees raise, including access requests, printing, network, authentication, hardware, software, or policy issues
Audit Management: Audit the tracking sheets, laptop inventory, and other software platforms to ensure all outstanding tasks are completed and user lists are up to date
Asset Management: Manage the hardware asset inventory, including purchasing, inventory management, and decommissioning
Policy Documentation: Document policies and procedures, both for the internal IT team and the team at large
AV Management: Ensure all A/V equipment and conference room tech is up to date and fully functional
Event Support: Support onsite client team meetings and all-hands meetings from a tech perspective
Project Collaboration: Partner with the Director of IT on cross-functional projects and emerging issues

5. IT Support Manager Accountabilities

Team Management: Manage and support a team of IT Support Specialists (onshore and offshore) tasked with providing technical support across the region
Staff Coordination: Coordinate support staffing and maintain the monthly IT support work schedule
Incident Resolution: Respond to complex, escalated incidents and requests until they are resolved
Technical Troubleshooting: Troubleshoot and solve complex technical issues
Procurement Management: Oversee IT purchasing of hardware and software, ensuring the proper stock for continued business operations
Cross-Functional Coordination: Coordinate IT Support needs with other IT functions, including Applications and Infrastructure
SAP Security: Work closely with the Applications team to ensure SAP security requests are handled timely manner and with the correct approvals
Knowledge Management: Create and maintain a knowledge base or documentation solution to enhance IT Support

6. IT Support Manager Functions

Asset Administration: Manage and administrate client assets, including desktops, laptops, printers, and mobile devices
Security Management: Ensure all desktop security software is installed across all company assets, and all Operating System patches and updates are current
Escalation Management: Manage escalations and ensure any issues are resolved promptly
Team Coaching: Support and coach team members on effective methods to research, troubleshoot, and deliver solutions
Helpdesk Management: Play a lead role in managing the help desk ticketing software (ServiceNow) for effective utilization, reporting, and automation
Vendor Management: Manage relationships with key vendors to ensure optimal delivery of services and hardware
Process Improvement: Make recommendations to improve operational efficiency through automation and process re-engineering
Performance Reporting: Identify and report IT Support metrics and provide regular performance reports on help desk performance to improve overall efficiency and reduce costs
Team Collaboration: Participate with the Senior IT Team, providing insight and representing client servicing concerns

7. IT Support Manager Job Description

IT Support: Provide professional IT Support to staff and students
Helpdesk Management: Manage the centralized Helpdesk Facility and ensure that requests are resolved to a high standard in agreed time-scales and SLAs
Team Leadership: Be responsible for a team of IT Support Technicians, ensuring they are motivated and working as effectively as possible
Issue Resolution: Log, actively respond to, and resolve technical issues
Equipment Maintenance: Ensure that any new installations and ongoing maintenance of equipment are kept to the highest standard
Technical Training: Provide technical training to both new and existing staff
Project Management: Lead and project manage the delivery and implementation of new hardware/software
IT Planning: Contribute to the planning and implementation of future IT projects and developments

8. IT Support Manager Overview

Service Management: Own the ITIL Service Management process, including incident, request, and problem management
Customer Service: Deliver professional and excellent service to all levels and functions of the business across various communication platforms (phone, email, chat)
System Administration: Install, configure, and maintain company computers, network printers, file servers, network cabling, and other related equipment, devices, software, and systems
Technology Implementation: Research, recommend, and implement new tools and services
Service Reporting: Generate metrics, service statistics, and standardize reporting that drives improved customer experience and business outcomes
Issue Resolution: Work directly with level 2/level 3 support teams to ensure prompt resolution of issues
Knowledge Management: Implement and evolve a knowledge management solution to improve the efficiency and effectiveness of problem identification and resolution
User Support: Support and maintain end-user activities on a Microsoft Windows-based network, including management of account information, entitlements, and authorizations
Network Security: Support and maintain network security, including configuring VPN clients, file permissions, and adding/deleting users
Problem Solving: Investigate user problems, identify their source, determine possible solutions, and test and implement solutions
Telephony Support: Support and maintain telephony, contact center, and mobile device platforms
User Training: Develop and conduct various training and instruction guides for system users on operating systems and other applications

9. IT Support Manager Details and Accountabilities

Incident Ownership: Take personal responsibility for all incidents and tickets to ensure timely resolution
Project Leadership: Technically lead cross-functional projects in a lean environment
System Design: Design, build, and maintain IT systems to improve and expand the ability to support the goPuff environment
Technical Solutions: Translate verbal requirements into technical solutions and perform build vs buy analysis
Environment Support: Support a highly distributed environment, including retail workers, and mostly custom software
System Management: Support and manage a wide variety of systems, including Windows/Mac/iOS/Android/Chrome
Tool Development: Build tools to improve the efficiency of the support team and the users
Data Analytics: Implement and monitor analytics and utilize data to make decisions

10. IT Support Manager Tasks

Policy Implementation: Interprets and supports organizational philosophy, policy/procedures, and objectives to staff
Performance Management: Plan and conduct performance appraisals of Help Desk staff, administer disciplinary action, raises, bonuses, and promotions
Employee Relations: Promotes, counsels, and maintains employee relations and team effort, and customers within the organization
Policy Development: Develops, administers, and periodically reviews IT policies and procedures
Performance Improvement: Develops and implements departmental Performance Improvement activities
Process Management: Plans process improvements and oversees implementations
Workload Prioritization: Prioritizes workload by making sound and timely decisions
Staff Communication: Provides appropriate staff meetings and emails notices for ongoing staff communication, coordination, and planning
Timekeeping Management: Manages all timekeeping activity for the department
Budget Assistance: Assist the director with budget preparation and analysis, including operational, personnel, capital, and new project budgets
Helpdesk Oversight: Oversee the coordination of the help desk function, Super user program, system upgrades, and project requests, and overall customer service goals for the IT department
Performance Analysis: Analyze the performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance the quality of service and prevent future problems
Security Oversight: Supervise system monitoring and security audits to ensure compliance and committee reporting
Service Delivery: Ensure continuous delivery of high-quality IT services through oversight of the service provided to end users and monitoring of IT systems performance
Metrics Reporting: Provide helpdesk metric reports to the department director
User Documentation: Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users

11. IT Support Manager Roles

Global Team Management: Manages activities of a highly matrixed global team with accountability for significant impact on business unit results, organizational strategy, and transformational activities
Program Management: Often carries program management responsibilities with multiple projects
Process Optimization: Understands, articulates, and optimizes application and process capabilities for use by multiple IT constituents
Strategic Planning: Plans, directs, and monitors high-end operational/tactical activities of staff, as well as drives the strategic multi-year plan for the team
Architectural Simplification: Drives architectural simplification and ensures capabilities and applications are done once for the company
Leadership Development: Provides technical as well as people leadership
Change Management: Drives change management beyond the immediate team and for the business unit
IT Strategy: Takes personal ownership of the IT strategy and drives support for it
Vendor Management: Ensure vendor contract execution according to specified processes, SOPs, and SLAs
Vendor Oversight: Provide vendor oversight to outsourced partners to ensure enterprise standards are in place and service levels are being met consistently
Knowledge Management: Manage both knowledge transfer and metrics consistency across Service Desk and Desk Side Support
Executive Support: Work with vendors to manage the current executive level white glove service offering to ensure the executive team receives premier support for all corporate systems challenges
Internal Controls: Assist in the implementation and maintenance of internal control policies and procedures
Offboarding Process: Assist in the evaluation and improvement of the offboarding procedures

12. IT Support Manager Additional Details

IT Consultation: Point of contact, IT support, and IT consultation for Field Sales, Technical Veterinary, and Marketing (e.g., day-to-day business operations using technologies, IT solutions and services, IT processes, and troubleshooting)
Request Management: Handle requests, e.g., daily requests intake, backlog processing, resolution, escalations, and reporting
Process Ownership: Own backlog and process efficiency and effectiveness, own end-to-end request resolution
Resource Coordination: Re-direct to proper IT resources/delivery units (e.g., SolOps, TechOps, external providers…) to ensure effective and efficient resolution
System Management: Ensure proper operation of selected IT systems and tools used by the commercial organizations, like IT workplace technologies, Veeva CRM, and associated with them other add-on features
Domain Support: Ensure proper and timely support of the selected domains, e.g., Order Management, Samples/Free Goods Management configurations
Data Management: Leverage commercial data to be able to create and execute data pulls using SQL and other tools, and guide business partners that consume the data
Onboarding Coordination: Primary contact for onboarding and offboarding
Hardware Support: Ensure proper support of IT hardware requests
License Management: Ensure proper license management (pull, renewals, costs)

13. IT Support Manager Essential Functions

Vendor Management: Perform Vendor Management tasks, e.g., contract renewal, prepare Purchase Requisitions (incl. vendor communication, SOW), and steer for PO creation
Knowledge Management: Maintain and own Knowledge Management Objects within ITSiteOps (process, document locations, manuals, templates, known problems, communicate to the business, update the Elanco Rep Portal)
CRM Configuration: Effectively use Veeva CRM to be able to ensure proper configuration based on the business requirements, as well as proper functionality and continuity of the CRM processes
Business Guidance: Provide guidance to business partners who use Elanco CRM tools
Training Development: Create training materials and publish on the NA SiteOps Portal (include business content as well as CRM International content)
Training Delivery: Deliver the training and consulting to the business, including driving new initiatives and leveraging the highly important Veeva CRM tool
Localized Training: Adapt global training to deliver local training content
Community Engagement: Contribute to Power Users Communities (Pet Health/Farm Tech Champs)
Process Optimization: Partner with business stakeholders to ensure the process is optimized (e.g., inform about templates, manuals, proper go-to persons, proper ways and tools to submit specific requests, and best practices)
Stakeholder Collaboration: Effectively cooperate with the business stakeholders, NA Site Ops specialists, and with other IT delivery units
IT Communication: Communicate IT changes, known problems, alerts, or other useful information to the commercial organizations

14. IT Support Manager Role Purpose

Relationship Management: Be responsible for developing strong relationships with practice directors, clients, and radiologists
Analytical Reporting: Provide regular analytical updates to all interested parties
Database Administration: Administration of a localized practice database that presents IT data in a concise and easy-to-consume format
Inquiry Management: Manage the completion of all practice inquiries
Performance Improvement: Create, develop, and deliver performance improvement plans
Client Development: Develop a mutually beneficial relationship with the client
Objective Tracking: Measure and track their understanding of monthly strategic objectives
Resource Coordination: Coordinate IT resources, onsite resources, and support to complete the identified project or process improvement
Onboarding Coordination: Coordinate upgrades, change of equipment, and onboarding new radiologist (access, training, and introduction to services)
Escalation Management: Escalation point for the market of any concerns, requests, or work not being completed by IT promptly
Technology Innovation: Interfacing with the Innovation Team within Information Technology and various internal constituencies to bring leading-edge technology solutions to bear for key clients
System Management: Ensures that systems, solutions, and processes are in place to meet the needs of internal and external clients
Client Interface: Serves as key client interface on behalf of IT at prospective client meetings, finalist meetings, and ongoing account business reviews for existing accounts

15. IT Support Manager General Responsibilities

Support Management: Manage all activities related to the Store IT support Desk, Corporate and Distribution Center Support, to provide support services promptly, utilizing the support tools in place
Incident Oversight: Oversee 100% of the service requests, incidents, and problems
Issue Coordination: Manage and coordinate urgent and complicated support issues
Escalation Management: Act as an escalation point for all requests and incidents
Process Improvement: Oversee and mature phone/ticket escalation processes to ensure free-flow escalation and information within the organization
Root Cause Analysis: Determine the root cause of issues and communicate appropriately to internal and external customers
KPI Reporting: Provide data and reporting of KPI's and trends to the IT department and others in ad-hoc, weekly, and monthly
Service Optimization: Drive ticket deep dive and develop strategies for improvement
Service Delivery: Work to make the service desk the single source of truth and service delivery channel for IT
Queue Management: Monitor and manage ticket system self-service requests, phone, and email queue (participating in escalated calls)
Knowledge Repository: Oversee the solutions repository and ensure top-quality solutions are available to the staff

16. IT Support Manager Key Accountabilities

Service Development: Assist in the development of service and business-level agreements to set expectations and measure performance
Staff Training: Train, coach, and mentor service and support desk specialists, including career development
Training Materials: Builds/obtains (from other departments) training material for support staff
Scheduling Management: Schedule employees' working times and provide backup support
Customer Interaction: Interact with internal and external customers
Quality Assurance: Ensures quality standards for all tickets and calls are met or exceeded regarding accuracy of ticket data, including client demographic information, description, resolution, etc.
IT Collaboration: Work with other IT groups and leaders to ensure a coherent and unified approach to the planning, development, and delivery of the long-term technology strategy, and participate in projects to support the customer initiatives
Issue Escalation: Escalates issues appropriately and maintains communication with the customer and support teams
Proactive Solutions: Contributor and utilizes internal and external resources to provide proactive solutions, and has a “big picture” mindset in all deliverables
Daily Reporting: Participates in a daily end-of-day meeting, providing updates on incidents identified by management

17. IT Support Manager Roles and Details

Infrastructure Management: Operate the streaming infrastructure of the European Commission
Incident Handling: First-line operator for streaming inquiries and incidents via a ticketing follow-up system
Event Coordination: Keep track of the requests for streaming events
Request Management: Management and follow-up of user requests
User Guidance: Guidance regarding the use of information systems
Incident Management: Management of incidents related to information systems and the organization of the reporting
Sector Representation: Represent the streaming sector in coordination meetings for events
Problem Diagnosis: Diagnose and resolve streaming system problems
User Support: Assist users and colleagues in identifying and solving multimedia system problems
Connection Assistance: Assist users in establishing web/video-conferencing and streaming connections
Service Monitoring: Follow-up on service quality
Stakeholder Liaison: Liaise with the contractor of the streaming infrastructure, the team of AV technicians, and the AV room operators to ensure the timely reporting of streaming issues and ensure follow-up
Documentation Management: Writing and updating documentation
Module Testing: Perform tests and write reports on the new modules provided by the streaming infrastructure contractor

18. IT Support Manager Responsibilities and Key Tasks

Team Development: Build out the IT Support team in the Durham office, including hiring, mentoring, and conducting performance reviews
Technical Partnership: Partnering with cross-functional stakeholders across a variety of departments on a technical solution for scaling the needs of the business
Issue Escalation: Act as the first point of escalation for resolving all internal IT software, hardware, and wireless network connectivity issues, including setup, connectivity, functionality, and update issues for Macs and PCs
System Security: Administer workstation hardening, encryption, anti-virus installation, and configuration
Access Management: Own hardware and software system access for employee onboarding and offboarding (including Slack, Google Groups, and general user administration)
AV Maintenance: Maintain conference room hardware (including projectors, computing equipment, audio/visual, telephony)
Ticket Management: Tackle multiple tickets at the same time, addressing urgency as it may arise, and delegating both internally and externally with the vendors and 3rd party suppliers
Network Planning: Survey and deploy new or existing network hardware, research relevant technology trends, and provide recommendations for cost-effective solutions that provide the organization with a competitive advantage and increased productivity (including hosted platform capacity planning and budgeting)
Asset Management: Manage and maintain IT asset inventory and software licensing, and work with management to ensure that systems and software are accurately recorded, tracked, and retired to 100% of accountability standards
Performance Reporting: Establish and periodically report upon KPIs
Documentation Management: Maintain documentation, stay current on the law, and liaise with outside counsel

19. IT Support Manager Duties and Roles

System Monitoring: Monitor performance of information technology systems to determine cost and productivity levels, and to make recommendations for improving the IT infrastructure
Infrastructure Strategy: Help define IT infrastructure strategy, architecture, and processes
Business Analysis: Analyze business requirements by partnering with key stakeholders across the organization to develop solutions for IT needs
Vendor Evaluation: Assess vendors and develop test strategies for new hardware and software
Issue Troubleshooting: Troubleshoot hardware and software issues related to internal IT
Team Supervision: Supervise external and internal IT members
Employee Training: Provide training and coaching for employees, communicating job expectations, and appraising performance
Access Management: Access control card management for new and existing employees
Security Training: Initiate new staff into IT basics and security procedures, conducting periodic security briefings

20. IT Support Manager Accountabilities

Team Leadership: Lead a team of engineers (helpdesk, cloud, and infrastructure)
Queue Management: Manage the Team queues and utilization at a high level
Project Mentorship: Mentor engineers on projects and best practices
Client Liaison: Liaise with clients over issues, potential solutions, and account management
Management Coordination: Liaise with senior management at the weekly meeting
Team Expansion: Enhance the IT team to support the rapid growth across multiple sites
Infrastructure Reliability: Ensure continued up-time on the services and infrastructure throughout the company and across all of the sites
Performance Reporting: Report on and remain accountable for team performance
Issue Escalation: Serve as an escalation point for team members
Staff Mentorship: Mentor more junior co-workers

Relevant Information

What Does An IT Administrator Do?

What Does An IT Audit Manager Do?

What Does An IT Product Manager Do?

What Does An IT Support Engineer Do?