Job ID 27-0139

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.

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