IT Support Manager – US

Creating a future worth living for future generations gets us out of bed every morning. Depending on the project, we are consultants, implementers, or both for sustainable, innovative and economical solutions for real estate, industry, energy and infrastructure. Our more than 6,500 employees at over 80 locations worldwide support our customers in interdisciplinary teams. Our thinking is both visionary and realistic. We work independently and as part of a team. With passion and the latest technologies. We unite. Join us at Dreso and let’s create a world we want to live in.

Join our team as an IT Support Manager, where you’ll play a key role in providing technical assistance to internal users across our growing organization. In this position, you will lead our Technology Support team and will ensure the reliable delivery of end-user devices, responsive support and a consistent high-quality experience across our organization. We are seeking a proactive and customer-focused IT professional with strong communication, troubleshooting, and problem-solving skills who enjoys working in an international environment.

Key responsibilities:

• Provide first-line IT support via ticketing systems, email, phone, and remote tools, resolving hardware, software, network, business application, and vendor solution issues
• Log, track, document, prioritize, and escalate incidents and service requests within the ITSM platform in line with SLAs and business needs
• Support users across multiple locations and time zones using remote management and monitoring tools to ensure operational continuity
• Manage onboarding and offboarding activities, including device provisioning, account administration, access management, password resets, asset recovery, and security-compliant user lifecycle processes
• Coordinate IT procurement and maintain inventories of hardware, software, licenses, and other IT assets
• Support system, application, and technology project implementations, maintenance, upgrades, troubleshooting, and migrations
• Promote cybersecurity awareness, manage endpoint security solutions, and ensure compliance with IT policies, security standards, and data protection requirements
• Create and maintain documentation, knowledge base articles, FAQs, and support procedures while driving continuous improvement, service standardization, operational efficiency, user experience, and adoption of new technologies

• Degree in Information Technology, Computer Science, or a related field (or equivalent combination of education, certifications, and practical experience)
• 5+ years of IT Support experience, including 3+ years leading Service Desk or End-User Support teams
• Strong leadership, coaching, people management, stakeholder management, organizational, and operational skills
• Hands-on experience with ITSM processes, ITIL practices, major incident management, service disruptions, and endpoint/device lifecycle management
• Strong analytical and problem-solving abilities, with a proven capacity to identify issues and implement practical solutions
• Commitment to continuous improvement, service excellence, and operational efficiency

• We promote your professional and personal development through individual training and further education at the Drees & Sommer Academy