IT Support Manager

At Enable, we believe rebates are the best way for companies within the supply chain to create, maintain and grow their trading relationships. Rebates allow trading partners to make the best decisions for their businesses, meaning everyone wins: manufacturers, distributors, retailers and, most importantly, end consumers. At Enable, we’re creating a healthy, vibrant supply chain ecosystem where partner collaboration drives the best products, services and values to customers.

And the market agrees with us. Enable is a rapidly growing, series-D funded SaaS company. Our more than 700 Enablees serve the global supply chain from the UK, US, Canada and Australia, and we have goals of continued international expansion.

As one of our exceptional Enablees, you'll play a pivotal role in shaping the future of rebate management. Join us in a dynamic work environment teeming with opportunities, where your efforts will not only establish our platform as the world's leading rebate management software but also help us revolutionize the entire supply chain experience.

Job Summary

As an IT Support Manager you will be responsible for leading the IT support team in the provision of end-user IT services to all Enablees globally, encompassing End User Computing (EUC), IT Asset Management (ITAM) and supporting processes. The IT Support Manager role requires a blend of technical expertise, leadership, and strategic management skills to ensure the efficient operation of IT support, optimize asset utilization, and further define and deliver on end-user computing activities. The IT Support Manager plays a critical role in ensuring that all IT assets are properly managed, tracked, and procured, aligning with Enable’s objectives and compliance requirements.

What we are asking you to do!

Team Leadership & Management

1. Lead, mentor, and manage a team of IT support specialists, ensuring they are equipped to resolve IT-related issues effectively.
2. Oversee daily IT support operations, including ticket and task assignments, performance evaluations, and career development.
3. Develop and implement training programs to keep the team updated on the latest technologies and best practices.
4. Provide strategic input for the head of department.
5. Contribute to the creation of and run department level objectives and key results.

IT Support

1. Ensure timely resolution of IT support requests, incidents, and problems, focusing on minimizing downtime and disruptions.
2. Monitor and manage Jira ticketing system, ensuring SLAs are met and customer satisfaction is maintained.
3. Lead IT’s responsibilities for joiners/movers/leavers processes.
4. Analyze support trends to identify and address recurring issues, optimizing processes to prevent future incidents.
5. Document and maintain IT support policies, procedures, and standards, ensuring alignment with ITAM and procurement processes.

Stakeholder Communication

1. Act as the primary point of contact for escalations, major incidents, and high-priority issues.
2. Communicate effectively with non-technical users to understand their needs and explain technical solutions and procurement decisions.
3. Collaborate with other departments to ensure seamless service delivery and alignment with broader IT and Enable strategies.

Technology Management

1. Ensure that IT support tools and systems are functioning optimally.
2. Recommend and implement improvements to IT support, ITAM, systems and processes.
3. Stay informed about emerging IT trends, technologies, and best practices related to IT asset management and procurement.

End User Computing (EUC) Management

1. Manage the delivery and support of end-user computing services, including desktops, laptops, mobile devices, peripherals, printers, unified communications, file storage/sharing/collaboration and meeting room equipment.
2. Ensure that all end-user devices are configured, maintained, and supported according to Enable’s policies and industry best practices.
3. Oversee the deployment of software and hardware upgrades, ensuring minimal disruption to end-users.
4. Implement and manage endpoint security measures to protect company data and comply with security policies.
5. Work closely with other teams to integrate EUC services with broader IT infrastructure and systems.

IT Asset Management (ITAM)

1. Develop and implement an ITAM strategy to track and manage all IT assets across the organization.
2. Oversee the full lifecycle management of IT assets, including acquisition, deployment, maintenance, and retirement.
3. Ensure accurate asset tracking and reporting, including inventory management and regular audits.
4. Manage software licensing to ensure compliance with vendor agreements and optimize licensing costs.
5. Identify opportunities to optimize asset utilization and reduce costs through effective asset management practices.
6. Lead the IT procurement process, including identifying needs, selecting vendors and managing purchasing activities.
7. Collaborate with stakeholders to define procurement requirements and ensure that all purchases align with Enable goals and budget constraints.
8. Develop and maintain strong relationships with vendor management and suppliers, ensuring the timely delivery of goods and services.
9. Manage and evaluate vendor performance to ensure compliance with terms and service level agreements (SLAs).

What we are asking you to bring!

Education: Bachelor's degree in Information Technology or a related field.

Experience:

1. 5+ years of experience in IT support, with at least two years in a managerial role.
2. Proven experience in IT asset management.

Skills:

1. Strong leadership and team management abilities.
2. Excellent understanding of IT asset management principles and best practices.
3. Familiarity with IT support tools, systems, and ticketing software.
4. Strong analytical, problem-solving, and decision-making skills.
5. Top quality verbal and written communication and interpersonal skills.
6. Ability to run multiple complex discreet projects.

Preferred Qualifications

Certifications: ITIL, Certified IT Asset Manager (CITAM), or similar certifications.

Experience: Experience with ITAM software and procurement tools.

Technical Knowledge: Familiarity with software licensing models, hardware lifecycle management, and IT infrastructure components.