IT Support Manager

This role is a hybrid of sales operations and analytics leadership, focusing on managing a team that supports the sales organization through technical expertise, data analysis, and process implementation. The IT Support Manager plays a crucial role in defining, developing, and maintaining support processes and culture that directly supports the company's business and sales operations. This individual will collaborate and build strong relationships with business units, teams, and stakeholders across the company to provide process-driven support, and data analysis to ensure data integrity and help support the strategic vision of the tools used by the organization.

RESPONSIBILITIES:

Team Leadership & Management:

• Lead and manage a team of IT support developers, data and support analysts.
• Foster a process-driven, communicative, and supportive work environment.
• Develop and implement processes for support request triaging, prioritization, and resolution using Jira and other existing channels and systems.
• Set clear expectations and performance metrics for the support team.

Business Operations Support:

• Utilize data and reporting tools to provide accurate and timely analytics for the business and its sales units.
• Analyze data and generate accurate reports on sales performance and other relevant metrics.
• Work with the existing team to accurately calculate and report sales commissions based on provided sales metrics.
• Work with the team to create and/or maintain business intelligence (BI) reports and dashboards using Tableau and/or PowerBI.
• Address requests and drive them to resolution

Data & Analytics Expertise:

• Understand the data and analytics needs of the sales organization and the broader business.
• Guide the support team in providing data analysis and creating reports to fulfill these needs.
• Work with stakeholders to identify and implement data-driven solutions for sales and support business challenges.

Communication & Collaboration:

• Maintain clear communication channels between the support team, sales organization, and other departments.
• Proactively identify and address potential roadblocks or issues impacting the business.

Key Skills & Qualifications:

• Proven experience in leading and managing a technical support team.
• Strong understanding of data analysis principles and techniques.
• Experience with data and reporting tools used in sales operations (e.g., CRM, BI tools).
• Excellent project management and organizational skills.
• Effective communication and interpersonal skills.
• Ability to set clear expectations and foster a positive team environment.
• Experience working in a Jira or similar ticketing system environment.

Additional Considerations:

• Experience in sales or a related industry would be a plus.
• A strong understanding of Agile methodologies will be beneficial.
• This role plays a critical intermediary role between the different business units and the technical team, ensuring smooth operations and data-driven success.

EXPECTED OUTCOMES AND DELIVERABLES:

• Development and implementation of a streamlined support request process that includes effective use of Jira, existing and future systems, prioritization workflows, and communication channels.
• Design and delivery of sales-focused reporting needs using existing tools and/or dashboards that help the business make decisions.
• Ensure data accuracy and integrity.
• Help design and maintain processes and systems that ensure accurate and timely reporting and analysis as well as driving issues from request to resolution.
• Build a positive, motivating, and results-oriented team culture. Implement performance metrics and coaching for the support team to foster growth.
• Develop processes for identifying potential roadblocks and bottlenecks in business operations and analytics.
• Work collaboratively to prevent or proactively address requests.
• Effective collaboration across teams, driving consensus and timely decision-making
• Robust data quality, governance standards, and seamless access to relevant data
• Proactive monitoring and resolution of requests and issues to ensure optimal performance and user experience

QUALIFICATIONS:

• Minimum of 5-10+ years of experience in team leadership in technical support, business operations support and/or analytics-related fields.
• Proven track record of effectively handling support requests within a ticketing system environment (Jira preferred).
• Strong understanding of data analysis tools and techniques and their application within sales (or other business) environments.
• Excellent communication and collaboration skills, with the ability to interface with both technical and sales teams.
• Excellent project management and organizational skills
• Strong analytical and problem-solving abilities
• Experience in using agile development methodologies
• Familiarity with Agile methodologies.
• Working knowledge of BI reporting tools (e.g., Tableau, Power BI, etc.).
• Experience working with CRM systems (e.g., Salesforce).
• Familiarity with cloud-based architecture (e.g., AWS, Google Cloud, Azure)

REQUIRED COMPETENCIES

• Detail Oriented: Pays close attention to particulars; completes tasks with a high degree of accuracy; understands how details affect work output
• Informing: Consistently provides the information people need to complete their jobs; proactively updates on changes to deadlines and deliverables; is timely with information
• Teamwork: Works cooperatively across teams and organizational boundaries to achieve shared goals
• Adaptability: Adapts their approach as the requirements of a situation change; easily accepting changes in their work environment or job requirements
• Continuous Learning: Possesses willingness and ability to learn by regularly upgrading their skills, increasing knowledge to enhance personal and organizational performance
• Follow Through: Keeps tasks moving forward and sees projects through to completion; is self-directed; takes responsibility for personal actions and outcomes
• Problem-Solving: Understands work-related problems or situations and takes action to resolve them appropriately; able to break problems down into parts and analyze before providing a solution
• Communication: Interacts with teammates and stakeholders effectively, understands issues, and provides proposals; Provides clear and concise documentation; Provides and receives information of varying complexity with ease, achieving desired communication outcomes

TECHNICAL SKILLS

• Data Analysis and Reporting: Proficiency in data manipulation, analysis, and visualization using tools like:
• Excel (Advanced formulas, pivot tables, VBA)
• SQL or other querying languages
• Business Intelligence (BI) Tools (Tableau, Power BI, Looker, etc.)
• CRM & Sales Support Software: Working knowledge of:
• Salesforce or similar CRM platforms.
• Sales Automation or support tools
• Ticketing Systems: Expertise in using and managing Jira (or similar systems) for support workflows, issue tracking, and prioritization, and related work management workflows and platforms.
• Process Management Tools: Familiarity with tools used for process mapping and documentation (e.g., Lucidchart, Visio, BPMN).
• Programming Basics: Some understanding of scripting languages like Python, or web technologies (HTML, CSS) can be helpful for data manipulation and automation.
• Cloud Computing Fundamentals
• Google Cloud Platform (GCP) Service Familiarities such as Compute Engine, CloudRun, Cloud Storage, BigQuery, and other services
• Jira & Related Project/Work Management Platforms
• Google Workspace & MS Office Suites

EDUCATION AND EXPERIENCE

• A bachelor's degree in a relevant field such as Business Administration, Management Information Systems, Computer Science, Data Analytics, or a related discipline is an asset.
• A Master's degree in Business Administration (MBA), Data Science, or similar fields is a big asset.
• Minimum of 3-5 years of experience in a direct leadership position related to IT support, sales operations, or analytics. This includes experience directly managing a team.
• Proven track record of using data analysis tools and techniques to solve business problems and generate insights.
• Experience in the sales industry or in functions directly supporting sales activities provides valuable context and understanding of the business needs.
• Experience in managing projects and demonstrating proficiency in ticketing systems (e.g., Jira) is essential.

WORKING CONDITIONS & TRAVEL

• Typically required to work Monday to Friday from 9 am to 5 pm
• Some overtime outside of the standard hours outlined above may be required
• Expectations to complete work in the office between the hours of 9-5 (tardiness is not tolerated)
• Some travel required due to work or company social events

PHYSICAL REQUIREMENTS

• Required to sit and work at a computer approximately 90% of the time
• Repetitive wrist and eye strain
• Ability and dexterity to operate a computer, keyboard, and basic hardware

RELATIONSHIPS

• Collaborates with technical and non-technical employees across the organization
• Provide guidance on conflict resolution
• Enforce proper attendance and workplace expectations
• Address escalations
• Dictate & coordinate priorities and workloads
• Enforce and maintain timely collaboration and communication
• Some contact with clients and partners

PROFESSIONAL DEVELOPMENT

• Opportunity to increase scope and responsibilities to the senior level is possible with good performance and as the team grows
• The skills acquired through high performance in this role may prepare one for other strategic roles that focus on cross-functional collaboration and platform vision or overseeing complex systems and multi-stakeholder projects