Information Technology Support Manager

We are seeking an IT Support Manager to oversee daily IT support operations, leads a team of technicians, and ensures timely resolution of technical issues. This hands-on role supports end-users directly while developing processes that improve efficiency and service quality. Responsibilities include managing endpoint deployment and lifecycle, supervising an outsourced Tier 1 support team, setting KPIs/SLAs, maintaining asset management, and supporting onboarding/offboarding. The manager will partner with infrastructure, cybersecurity, and applications teams to resolve complex issues, while training and mentoring IT staff.

Responsibilities:

• Lead day-to-day IT support operations, provisioning, access management, and endpoint maintenance
• Manage deployment and configuration of endpoints, OS, and core apps (Microsoft 365, Teams, ERP)
• Oversee outsourced Tier 1 support provider
• Develop scalable support processes and track KPIs, SLAs, and satisfaction metrics
• Improve asset management accuracy and efficiency
• Support employee onboarding/offboarding across all systems
• Mentor, coach, and develop IT support staff
• Collaborate with other IT teams to resolve escalations
• Provide hands-on support for hardware/software issues

Requirements:

• 7+ years IT support experience, including 3+ years in leadership
• Bachelor’s degree
• Help desk experience with supervisory responsibilities
• Strong customer service and problem-solving skills
• Excellent communication and documentation abilities
• Proficiency with Windows, iOS/Android, Microsoft 365, Teams, and common business apps
• Experience with Active Directory, group policies, and identity management
• Knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VPN, Wi-Fi)
• Experience with endpoint management tools (SOTI, Intune, SCCM, etc.)
• Familiarity with help desk/ticketing systems (ServiceNow, Jira, Zendesk, etc.)

Compensation: $95,000 to $115,000 annually

Salary is based on a range of factors that include relevant experience, knowledge, skills, other job-related qualifications.