Job Description

Description

You're the kind of leader who spots issues before they become incidents. You take pride in building IT support teams that run smoothly - even under pressure. Ready to lead support operations that keep global logistics moving?

Join Shipco IT as a Manager - IT Support

At Shipco IT, we power the technology behind global logistics - ensuring systems, applications, and users stay connected across regions and time zones. As Manager - IT Support, you'll lead global support operations, strengthen IT Service Management practices, and ensure a consistently high standard of service delivery.



You'll collaborate closely with development, product, and business teams to improve service stability, manage SLAs and escalations, and drive continuous improvement across a 24x7 support environment.



This role is ideal for a leader who values accountability, collaboration, and operational excellence. At Shipco IT, support isn't just about fixing issues - it's about enabling people and systems to perform reliably, every day.

What You'll Do...

Cross-Functional Coordination:

Act as a bridge between IT support, development, and business teams to drive root cause analysis, track recurring application issues, and enhance overall service stability.

Application Support Management:

Oversee incident and service request management for business applications, collaborating closely with development and product teams to ensure timely resolution and minimal business disruption.

Service Delivery & Incident Management:

Manage IT support queues, monitor SLAs, handle escalations, and publish dashboards, KPI reports, and compliance reviews to ensure timely, high-quality service across global offices.

Team Leadership & Development:

Lead and mentor Assistant Managers and support teams in a 24x7 shift-based model, ensuring smooth workflows, effective communication, and a culture of accountability and collaboration.

Process & Governance:

Implement and improve ITIL-aligned practices for Incident, Problem, Change, and Release Management, and audit endpoint configurations, settings, and deployment SLAs using GPO and MDM solutions.

Endpoint Security & Technology Management:

Administer endpoint security through Sophos EDR, perform endpoint patching and maintenance (via WSUS, Atera, and other tools) and manage Office 365 user subscriptions, installations, and configurations.

Automation & Tools Optimization:

Drive automation initiatives using (Atera, GPO, PowerShell) and other platforms, manage monitoring tools such as (TeamViewer and Power BI) and ensure regular cleanup and optimization.

Inventory, Asset & Procurement Management:

Oversee hardware/software inventory, asset lifecycle management, procurement, licensing, and cost allocation for all IT resources.

Strategic Planning & Budgeting:

Manage budgeting for hardware refresh, network licenses, IT resource forecasting, and vendor coordination, ensuring cost-effective and future-proof IT operations.

What You'll Need...

Bachelor's degree (or higher) in Computer Science, Information Technology, or a related discipline. 15+ years of progressive IT experience, with at least 10 years in Service Delivery or IT Operations leadership. Strong understanding of ITIL processes (Incident, Change, Problem, Release, Service Request). ITIL certification is mandatory. Proven track record of managing global IT support operations, with expertise in queue management, SLA monitoring, and escalation handling. Hands-on experience with O365 administration, Active Directory, GPO, WSUS patching, vulnerability assessment, and endpoint security tools (such as Sophos, Atera, and TeamViewer). Experience in hardware/software asset management, license compliance, and IT procurement processes. Strong leadership skills with experience managing teams across multiple shifts and geographies. Excellent communication and stakeholder management skills, with the ability to collaborate with cross-functional teams across regions. Proficiency in automation scripting and deployment using PowerShell, GPO, and Atera. Experience with budget management, vendor coordination, and cost optimization in IT operations.

Here's What We Offer ...

At Shipco-IT, we pride ourselves on our vibrant and supportive culture.

Exciting Work Culture

: Join our friendly, supportive team and start making a difference from day one

Innovate Logistics

: Help improve global efficiency and shape the future of logistics

Collaborative Environment

: Work with leaders in the industry in a creative and open culture

Growth Opportunities:

Reach your full potential with abundant professional and personal development options

Competitive Compensation:

Earn a salary that reflects your skills and expertise

Awards and Recognition:

For outstanding performance or significant contributions to the company's success
Join Shipco-IT and be part of a team that's shaping the future of the transportation and logistics industry.

Visit us at www.shipco-it.com / www.shipco.com follow us on LinkedIn

About Shipco IT

Shipco IT Pvt. Ltd. is a subsidiary of global logistics provider

Shipco Transport

and serves as the shared service center for

Scan-Group

companies. It is also the technology partner of

WorldWide Alliance

.



As a subsidiary of Scan-Group, we are entirely Danish-owned and privately held. Today, our Group is present in over 40 countries worldwide employing more than 3,200 staff in 156 offices.