IT Support Manager

Job Title: IT Support Manager
Department: Sales
Location: Norfolk, Virginia
Job Type: Exempt Full-Time
Company: Mode5

Who We Are:

Mode5 is a leading IT Managed Services company providing world class technology services to businesses for the past 23 years. This is an excellent opportunity for a dedicated technical IT professional with a passion for delivering world class customer service in a great team-atmosphere ! If you are a successful leader, have strong troubleshooting skills, and can communicate effectively, then we want you.

What You Need:

To be a successful IT Support Manager, you will need to be a proven leader, resolve complex technical issues within a team, build professional relationships, and have a desire to deliver world class customer service.

• Minimum 5+ years experience in IT support, with at least 2+ years in leadership or management.
• Proven track record of managing technical teams and delivering high-quality client support.
• Strong knowledge of Microsoft 365, Windows Server, Active Directory, networking, and virtualization.
• Excellent leadership, communications, and interpersonal skills with the ability to balance priorities.

Things You Will Do:

As an IT Support Manager, you will oversee the Support and Network Operations Center (NOC) teams, to ensure the delivery of reliable, secure, and efficient IT services to clients. This position is critical in maintaining client trust, optimizing service delivery, and delivery world-class IT service.

• Oversee daily operations of Support and NOC, ensuring SLA adherence, client satisfaction, and world-class service delivery.
• Lead, coach, and mentor technicians, fostering a culture of accountability, collaboration, and growth.
• Manage staffing, scheduling, and workload distribution to ensure optimal coverage and efficiency.
• Serve as escalation for complex technical or high-impact issues and communicate with clients accordingly.
• Monitor ticket queues, response times, resolution metrics and other KPI's to ensure timely and effective support.
• Collaborate with other departments to support client initiatives and improve customer experience.

The IT Support Manager will provide technical leadership and evaluate the activities of the support staff to ensure client requests are resolved in accordance to established service level agreements. This position will manage a dynamic and committed Support & NOC teams. The IT Support Manager will set goals, performs evaluations, and provide professional growth to the staff, establishing a strong technical team to effectively accomplish Mode5’s strategic goals.

Your Benefits:

At Mode5, your role will make a significant impact to our clients and growth. Here, you will grow and develop technically and professionally. We take personal development seriously, and love to promote within .

• Free Fridays! – Every other Friday off. Paid!
• Competitive Compensation
• Medical, Dental, and Vision Insurance
• Simple IRA Savings Plan with Company Match
• Certification Assistance and Bonus Reward Program
• Paid Holidays and Vacation Days
• Casual Work Environment
• Employee Social Events
• Life Insurance Coverage
• Incidental Telecommuting
• Employee Referral Bonus

Must be available to work at our Norfolk office

Alt. Titles: IT Support Manager, Help Desk Manager, IT Systems Administrator, Service Desk Supervisor

We are an Equal Opportunity Employer