IT Support Manager
First seen by Alion on Sep 21, 2026.
Role Overview:
The IT Support Manager will serve as the backbone of our technical operations, ensuring seamless service delivery across our distributed global offices. You will oversee the entire IT lifecycle, from infrastructure maintenance and incident resolution to the strategic management of hardware and software assets.
Working closely with cross-functional teams and international stakeholders, you will be responsible for maintaining high system availability and optimizing technical workflows to ensure that our immigration consultants and clients experience uninterrupted service. This role is pivotal in scaling our technical capabilities to meet the demands of a rapidly growing international organization.
Key Responsibilities:
- Lead end-to-end IT service delivery by establishing robust support frameworks that ensure high uptime and rapid resolution of technical issues for global users.
- Manage the full lifecycle of IT infrastructure, including servers, networks, and cloud environments, to ensure alignment with organizational security and performance standards.
- Oversee incident and problem management processes, conducting root cause analysis to minimize recurring technical disruptions and improve system reliability.
- Implement and enforce change management protocols to ensure that all system updates and infrastructure modifications are executed with minimal impact on business operations.
- Direct IT asset management initiatives, maintaining accurate inventories of hardware and software licenses while optimizing procurement costs and compliance.
- Drive project management efforts for IT-related upgrades and digital transformation initiatives, ensuring timely delivery within defined budgetary constraints.
- Mentor and guide technical support staff, fostering a culture of high performance, accountability, and continuous improvement in service delivery.
Required Skillset:
- Demonstrated expertise in ITIL frameworks, with a proven ability to translate IT service management principles into efficient, day-to-day operational workflows.
- Strong technical proficiency in troubleshooting complex hardware and software issues, with the ability to provide high-level support in a fast-paced environment.
- Exceptional interpersonal and communication skills, capable of translating technical concepts for non-technical stakeholders and managing expectations across diverse international teams.
- Proven ability to manage IT infrastructure and assets in a remote or hybrid work environment, ensuring security and connectivity for a geographically dispersed workforce.
- Strong analytical mindset with the ability to identify systemic issues and implement long-term solutions through structured problem management.
- Professional experience ranging from 3 - 12 years in IT support or infrastructure management roles, preferably within a global service-oriented organization.
- Ability to adapt to evolving business requirements and manage multiple high-priority projects simultaneously without compromising on quality or service standards.
Skills
IT Service Delivery, Technical Support, IT Infrastructure, Problem Management, Change Management, IT Asset Management, Project Management, ITIL, Troubleshooting, Incident Management