Manager, IT Support
Barracuda · Bangalore Urban, Karnataka, India
- On site
- Full-time
- $120,000 / year
- Bangalore Urban, Karnataka, India
Job highlights
- Manage IT support team performance and development.
- Lead system and technology upgrade projects.
- Enhance service delivery and streamline operations.
- Resolve escalated technical issues and incidents.
- Track KPIs and manage IT systems effectively.
About the role
Manager, IT Support
Come join our passionate team! Barracuda is a leading cybersecurity company providing complete protection against complex threats. Our platform protects email, data, applications, and networks with innovative solutions, and a managed XDR service, to strengthen cyber resilience. Hundreds of thousands of IT professionals and managed service providers worldwide trust us to protect and support them with solutions that are easy to buy, deploy, and use.
We know a diverse workforce adds to our collective value and strength as an organization. Barracuda Networks is proud to be an employer that complies with all applicable national, state and local laws pertaining to nondiscrimination and equal opportunity regardless of race, gender, religion, sex, sexual orientation, national origin, or disability.
Envision yourself at Barracuda
The Manager, IT Support is responsible for managing the IT support services team’s performance and people development, leading projects related to system and technology upgrades, and execute strategies to enhance service delivery. The role serves as an escalation point for complex technical issues, tracks performance metrics, and ensures effective administration of IT systems and solutions. The role leverages up-to-date knowledge of IT service practices to provide strategic guidance, collaborate with cross-functional teams to align support practices with organizational goals.
What You’ll Be Working On
- Leads IT projects related to support services, such as system upgrades and new technology implementations, ensuring successful project delivery
- Designs and executes IT support strategies and processes to enhance service delivery, improve customer satisfaction, and streamline operations
- Manages and resolves escalated technical issues and high-priority incidents, ensuring timely and effective solutions
- Tracks and analyzes key performance indicators (KPIs) related to IT support, generating reports and insights to drive continuous improvement
- Ensures proper administration of IT systems and networks, including user account management, system updates, and security configurations
- Stays abreast of industry trends and new technologies to provide strategic guidance and ensure the organization’s support practices are up to date
- Collaborates with cross-functional teams to integrate support measures into the organization's systems and processes
- Builds strong relationships with key stakeholders and influences decision-making processes, ensuring that departmental goals align with broader organizational objectives
- Utilizes specialized knowledge and professional expertise in information systems domain to oversee medium to large scope projects
- Showcases a thorough understanding of industry practices and the ability to optimize departmental outcomes
What you bring to the role
Education
- Bachelor's/master’s degree in information technology, computer science, information systems or equivalent
Experience
- 7-10 years of experience with bachelor’s or 5-8 years of experience with master's in areas such as IT support, with hands-on experience in troubleshooting hardware and software issues or equivalent, with 3+ years of management experience
Certifications (preferred)
- ITIL v3/v4 Certification in IT Service Management
- CompTIA A+, Network+, or Security+ certifications
- Microsoft Certified: Azure Fundamentals or equivalent cloud certifications
Skills:
Technical/Functional Skills
- ITIL Practices
- IT Processes
- IT Operations
- IT Regulatory Compliance
- IT Service Management Tools and Frameworks
- Risk Management
- People and Performance Management
- Process Improvement
- Interviewing & Recruiting
Behavioral Skills
- Project Management
- Empathy
- Customer Focus
- Prioritization
- Cross-Functional Collaboration
- Effective Delegation
- Negotiation
- Coaching & Mentoring
What You’ll Get From Us
A team where you can voice your opinion, make an impact, and where you and your experience are valued. Internal mobility – there are opportunities for cross training and the ability to attain your next career step within Barracuda. In addition, you will receive equity, in the form of non-qualifying options.
Key skills/competency
- IT Support Management
- ITIL Practices
- Service Delivery Enhancement
- Technical Issue Resolution
- Performance Metrics Tracking
- System and Technology Upgrades
- Cross-Functional Collaboration
- Strategic Guidance
- IT Operations
- People Management
Skills & topics
- IT Support Manager
- ITIL
- Service Management
- Cybersecurity
- Team Leadership
- Technical Support
- IT Operations
- Project Management
- System Administration
- Incident Management
How to get hired
- Tailor your resume: Highlight your IT support management experience, ITIL practices, and project leadership skills, aligning them with Barracuda's needs.
- Showcase technical expertise: Emphasize your hands-on troubleshooting, system administration, and familiarity with IT service management tools.
- Demonstrate leadership: Provide examples of your people management, coaching, and cross-functional collaboration abilities.
- Research Barracuda: Understand their cybersecurity mission and commitment to diversity and inclusion.
- Prepare for interviews: Be ready to discuss strategic IT support planning and incident resolution scenarios.
Technical preparation
Behavioral questions
Frequently asked questions
- What are the key responsibilities for the IT Support Manager at Barracuda?
- The IT Support Manager at Barracuda is responsible for overseeing the IT support team's performance, leading technology upgrade projects, enhancing service delivery, resolving complex technical issues, and ensuring effective IT system administration.
- What qualifications are required for the IT Support Manager role at Barracuda?
- A Bachelor's or Master's degree in IT, Computer Science, or Information Systems is required, along with 7-10 years of IT support experience (5-8 with a Master's) and at least 3 years of management experience. Hands-on hardware and software troubleshooting is also essential.
- Are there preferred certifications for the IT Support Manager position at Barracuda?
- Yes, preferred certifications include ITIL v3/v4, CompTIA A+/Network+/Security+, and Microsoft Certified: Azure Fundamentals or equivalent cloud certifications.
- How does Barracuda foster employee growth and development in this role?
- Barracuda values employee contributions and offers opportunities for internal mobility, cross-training, and career advancement within the company. They also provide equity in the form of non-qualifying options.
- What kind of technical skills are important for an IT Support Manager at Barracuda?
- Key technical skills include ITIL practices, IT processes, IT operations, IT regulatory compliance, IT service management tools, risk management, and people/performance management. Hands-on hardware and software troubleshooting is also a must.
- How does Barracuda approach diversity and inclusion in its hiring?
- Barracuda Networks is committed to diversity and inclusion, complying with all applicable laws to ensure equal opportunity regardless of race, gender, religion, sex, sexual orientation, national origin, or disability.
- What are the behavioral skills valued in an IT Support Manager at Barracuda?
- Valued behavioral skills include project management, empathy, customer focus, prioritization, cross-functional collaboration, effective delegation, negotiation, and coaching & mentoring.