We are seeking an experienced IT Support Manager to lead and develop its global L1 end-user support function. This is a leadership role with a dual mandate: maintaining consistent, high-quality service delivery across all regions while driving a structured programme of operational transformation through improved metrics, AI-assisted tooling, and an expanded L1 resolution scope.The successful candidate will be based in Mauritius and will have direct management responsibility for a globally distributed team of L1 support engineers. The role requires a balance of operational rigour, technical credibility, and demonstrated capability to lead continuous improvement initiatives in a complex, SaaS-heavy environment of approximately 2,000 geographically distributed  employees.Key ResponsibilitiesOperational Leadership &amp; Service Continuity<ul><li>Manage L1 support operations globally, ensuring consistent 24×5 coverage, SLA adherence, and effective escalation management.</li><li>Serve as the primary escalation contact for VIP incidents and major service disruptions.</li><li>Provide structured performance reporting to IT leadership, including root-cause analysis and improvement recommendations.</li></ul>AI-Augmented Support Implementation<ul><li>Evaluate, pilot, and operationalise AI tooling for ticket triage, knowledge surfacing, and resolution automation.</li><li>Develop agent capability to work effectively with AI-assisted workflows and define an Automation Rate KPI to track progress.</li><li>Maintain the L1 knowledge base to a standard that supports effective AI suggestion quality.</li></ul>Metrics Ownership &amp; Performance Improvement<ul><li>Establish First Contact Resolution (FCR) as a core KPI, alongside active management of MTTR and MTTC.</li><li>Lead the L1 side of the shift-left strategy, systematically onboarding service categories transferred from L2 infrastructure, security, and application specialist teams.</li><li>Define and track a Shift-Left Rate KPI, reporting progress to IT leadership on a quarterly basis.</li></ul>Team Management &amp; Development<ul><li>Provide direct line management to L1 associates, including performance management, coaching, and development planning.</li><li>Conduct workforce planning aligned to ticket volume trends and operational demand forecasts.</li></ul>Endpoint Management &amp; Technical Oversight<ul><li>Maintain sufficient technical depth in endpoint management to coach agents effectively and coordinate with the endpoint team.</li><li>Oversee patch management coordination at L1 level and ensure runbooks remain current with the organisation's endpoint toolchain.</li></ul>

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IT Manager - Service Desk and Support

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EcoVadis

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