IT Support Manager

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Job Description

As an IT Support Manager, the role involves overseeing and managing the entire spectrum of IT support services within the PMO organization and providing support to the client, DWM. The role is responsible for guiding and managing a team of IT support professionals, providing mentorship, setting clear objectives, and conducting regular performance reviews. With a focus on service desk operations, the IT Support Manager ensures the timely and effective resolution of user issues and requests, implementing best practices for incident and service request management.

Resource allocation and workload management fall under the purview of the IT Support Manager, who efficiently assigns tasks based on team members' skill sets and prioritizes support activities to meet PMO’s organizational needs. The manager facilitates clear communication about IT services, issue resolutions, planned maintenance activities, identifying opportunities to enhance processes, implementing automation where applicable, contributing to an enhanced overall user experience. The manager also plays a pivotal role in managing relationships with external vendors and service providers, negotiating contracts, evaluating performance, and ensuring compliance with service level agreements.

In summary, the IT Support Manager is a multifaceted leader who combines strong leadership skills with technical expertise to ensure the efficient and effective delivery of IT support services, contributing to the overall success and operational resilience of the PMO organization.

Role Responsibilities:

• Lead a team of IT professionals supporting the PMO and client operations, ensuring timely and efficient resolution of technical issues and service requests across the department.
• Oversee service desk operations, streamline ticket handling using ServiceNow, and implement performance metrics to improve SLA adherence and user satisfaction.
• Direct IT asset management efforts, including tracking, lifecycle planning, and optimization of hardware and software resources to support departmental needs and cost efficiency.
• Overseeing mobile device support and management, secure deployment, configuration, and troubleshooting of smartphones, tablets, and field-connected devices across teams.
• Allocate resources based on staff skill sets and project priorities, ensuring optimal coverage and delivery for critical IT functions.
• Coordinate vendor engagements and contract negotiations, ensuring service level compliance and measurable cost savings through effective vendor management.
• Champion the adoption of automation and continuous improvement practices to optimize workflows, reduce response times, and enhance overall IT service quality.
• Facilitate communication of planned maintenance, incident resolution, and technical updates, contributing to improved transparency and end-user trust.
• Develop internal training initiatives and documentation to promote knowledge sharing, reduce onboarding time, and strengthen IT team capabilities.

Qualifications

Minimum

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Management Information Systems, or a related field and 8+ years of relevant experience or demonstrated equivalency of education and/or experience.
• Available for on-call/emergency response as needed for critical system support.

Preferred

Qualifications

• Master’s degree (e.g., MBA or M.S. in Information Systems) is a plus.
• 7+ years of progressive experience in IT support, help desk, or infrastructure management.
• 3+ years of supervisory or managerial experience leading IT support teams in a mid-to-large organization.
• Demonstrated experience managing enterprise-level service desk operations, including incident, problem, and change management processes.
• Hands-on experience with tools and systems such as Active Director, Office 365, VPN, and enterprise platforms is a plus.
• Strong leadership, interpersonal, and communication skills.
• Ability to analyze complex IT problems and deliver timely solutions.
• Experience working with multidisciplinary teams, contractors, and external agencies.
• Capable of preparing technical documentation, reports, and budget justifications.

Additional Information

• Sponsorship is not available now or in the future for this position

About AECOM

AECOM is proud to offer comprehensive benefits to meet the diverse needs of our employees. Depending on your employment status, AECOM benefits may include medical, dental, vision, life, AD&D, disability benefits, paid time off, leaves of absences, voluntary benefits, perks, flexible work options ,  well-being resources, employee assistance program, business travel insurance, service recognition awards, retirement savings plan, and employee stock purchase plan. 

AECOM is the global infrastructure leader, committed to delivering a better world. As a trusted professional services firm powered by deep technical abilities, we solve our clients’ complex challenges in water, environment, energy, transportation and buildings. Our teams partner with public- and private-sector clients to create innovative, sustainable and resilient solutions throughout the project lifecycle – from advisory, planning, design and engineering to program and construction management. AECOM is a Fortune 500 firm that had revenue of $16.1 billion in fiscal year 2024. Learn more at aecom.com. 

What makes AECOM a great place to work

You will be part of a global team that champions your growth and career ambitions. Work on groundbreaking projects - both in your local community and on a global scale - that are transforming our industry and shaping the future. With cutting-edge technology and a network of experts, you’ll have the resources to make a real impact. Our award-winning training and development programs are designed to expand your technical expertise and leadership skills, helping you build the career you’ve always envisioned. Here, you’ll find a welcoming workplace built on respect, collaboration and community—where you have the freedom to grow in a world of opportunity.

As an Equal Opportunity Employer, we believe in your potential and are here to help you achieve it. All your information will be kept confidential according to EEO guidelines.