IT Manager

About the role

Broadway Support Services is seeking an experienced IT Manager to lead its growing technology team in the Dominican Republic. The role oversees end‑user support services, ensures operational excellence, and acts as the primary liaison between IT and business leadership.

Key responsibilities

• Lead daily IT operations and service desk activities, ensuring high‑quality service delivery.
• Monitor performance against SLAs, KPIs and customer experience metrics, driving timely incident resolution.
• Develop and maintain operational processes, procedures and support standards.
• Partner with local business leaders to understand technology needs and align IT services with organizational objectives.
• Communicate service performance, major incidents and improvement initiatives to stakeholders.
• Provide coaching, mentorship and performance management for the local IT team.
• Collaborate with Enterprise IT leadership to ensure consistent execution of strategy, standards and priorities.

Required profile

• Proven experience managing IT support operations or service desk environments.
• Strong leadership and people‑development skills, with ability to mentor a technical team.
• Excellent communication and stakeholder‑management abilities.
• Demonstrated capability to drive continuous improvement and operational efficiency.

Required skills