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

AECOM is the world&rsquo;s trusted infrastructure consulting firm, delivering professional services throughout the project lifecycle &ndash; from advisory, planning, design and engineering to program and construction management. On projects spanning transportation, buildings, water, new energy and the environment, our public- and private-sector clients trust us to solve their most complex challenges. Our teams are driven by a common purpose to deliver a better world through our unrivaled technical and digital expertise, a culture of equity, diversity and inclusion, and a commitment to environmental, social and governance priorities. AECOM is a Fortune 500 firm and its Professional Services business had revenue of $14.4 billion in fiscal year 2023. See how we are delivering sustainable legacies for generations to come at aecom.com and @AECOM.

IT Support Manager

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AECOM

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