IT Manager

Hydra Host

25d•$70,000 - $90,000

About The Position

The IT Manager will oversee IT provisioning processes, help desk operations, and serve as the primary technical support contact for employees across all business units. This role ensures smooth onboarding/offboarding, efficient troubleshooting, and robust administration of systems and integrations. The IT Manager will lead and implement best practices, and maintain high standards of service, security, and compliance.

Requirements

5+ years of experience in IT support and provisioning
Strong knowledge of identity and access management systems, ticketing platforms, and ITIL practices.
Expertise in Microsoft 365 administration, backend configuration, group management, automation, and system integration.
Familiarity with GitLab administration and CI/CD workflows.
Excellent problem-solving, communication, and organizational skills.

Nice To Haves

ITIL or similar certification.
Experience with JumpCloud, SSO, LDAP, RADIUS, MFA, and endpoint management.
Experience with automation tools for provisioning and support.
Strong understanding of compliance frameworks (e.g., ISO, SOC, GDPR)
Bachelor’s degree in Information Technology, Computer Science, or related field.

Responsibilities

Serve as the primary (Tier 1) technical support contact for employees across all business units.
Troubleshoot hardware, software, connectivity, and application issues for workstations, mobile devices, and peripherals.
Diagnose and resolve problems efficiently while providing excellent customer service.
Communicate technical concepts effectively to non-technical users and escalate complex issues appropriately.
Manage complete user lifecycle including onboarding (account provisioning, device configuration, access setup) and offboarding (account deactivation, access revocation, device retrieval, data preservation).
Coordinate with HR and department managers to ensure smooth transitions.
Manage user account creation, access rights, and system provisioning across all platforms.
Maintain compliance with security policies and audit requirements for identity and access management.
Oversee daily help desk activities, ensuring prompt resolution of technical issues.
Develop and enforce service-level agreements (SLAs) for IT support.
Implement ticketing systems and monitor performance metrics to improve efficiency.
Maintain a strong understanding of Microsoft 365 (O365) services and administration.
Oversee backend configuration, group management, automation processes, and system integrations.
Administer Windows, macOS, and Linux endpoints through JumpCloud.
Configure and maintain SSO integrations, LDAP, RADIUS, and MFA.
Deploy software, enforce security policies, and manage device compliance.
Implement zero-touch deployment and device provisioning workflows.
Administer and maintain GitLab infrastructure, including user management, repository administration, CI/CD pipeline support, and backup procedures.
Support development teams with GitLab-related issues and implement best practices for version control and collaboration.
Lead and mentor IT support staff, fostering a culture of continuous improvement.
Provide training and development opportunities for team members.
Ensure adherence to cybersecurity best practices in provisioning and support workflows.
Conduct regular audits and risk assessments to maintain compliance with company policies.