IT Support Manager

Summary of Job:The IT Support Manager will be responsible for overseeing daily support operations, managing a team of IT support technicians, and ensuring that all technical issues are resolved promptly and efficiently. This hands-on role will support the team as needed, helping end-users in resolving hardware and software issues. This role requires strong leadership skills, a deep understanding of IT systems, and the ability to communicate effectively with both technical and non-technical staff. The ideal candidate will have a proven track record in IT support, excellent problem-solving abilities, and a commitment to delivering high-quality service. Key responsibilities include developing support policies, monitoring performance metrics, and collaborating with other departments to implement new technologies. The IT Support Manager will also be responsible for training and mentoring team members, monitoring budget spend and ensuring compliance with security protocols. This position offers the opportunity to work in a dynamic environment, contribute to the growth of the organization, and stay up-to-date with the latest technological advancements.Primary Responsibilities:Lead the internal IT support team in our day-to-day IT operations, equipment provisioning, user access management, endpoint maintenance, & contributing to the overall improvement of our IT stackManage deployment, configuration, and lifecycle of endpoints, operating systems, and core applications (i.e., Microsoft 365, Teams, ERP systems)Manage outsourced 1st level tech support vendor/teamDevelop and implement support processes that drive efficiency and scalability for the teamEstablish and track KPIs, SLAs, and user satisfaction metrics to measure service performanceOversee asset management process, drive improvements to efficiency and accuracySupport onboarding / off-boarding employees across all corporate systemsTrain, coach, and mentor IT support teamPartner with other IT teams (infrastructure, cybersecurity, business applications) to escalate and resolve complex issuesAssist end-users as needed in resolving software and hardware issuesRequired Experience and Education:7+ years relevant experience, 3+ in a team leadership roleBachelor's DegreeRequired Skills/Knowledge:Previous help desk experience including supervisory rolesExceptional customer service skills with a problem-solving attitudeStrong organizational and time management skills with the ability to prioritize and manage multiple tasksExceptional communication skills — able to explain complex technical concepts in clear, simple terms to non-technical usersProven ability to document procedures, maintain asset records, and create knowledge base contentTeam leadership and mentoring associates; team player who can collaborate in a productive fashionStrong technical proficiency with Windows, Android and iOS environments, Microsoft 365, Teams, and standard business applicationsExperience managing Active Directory, group policies, and identity management processesWorking knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VPN, wireless connectivity)Experience with endpoint management tools (i.e. SOTI, Microsoft Intune, SCCM, or equivalent)Experience with helpdesk/ticketing platforms, including configuration, automation, and analytics/reporting (i.e., ServiceNow, Jira, Zendesk, etc.)We offer a competitive salary of $95k-$110k. Excellent benefits which include medical, dental and vision. Eligibility in benefit plans begin the first of the month following 60 days of employment. Six (6) days of sick leave; two (2) weeks of vacation accrued throughout the year; nine (9) Company Paid Holidays and a 401K Plan with employer match.EOE without regard to race, color, religion, creed, affectional or sexual orientation or sex, national origin, ancestry, age, disability, genetics, veteran status, gender, gender identity, citizenship status, marital status, VEVRAA Federal Contractor.