IT Manager

TriNetX, LLC.•Cambridge, MA

15h•Hybrid

About The Position

The IT Manager will oversee the organization’s information technology operations, ensuring the availability, performance, and security of all systems and infrastructure. This role combines strategic leadership with hands-on oversight of the IT support function, ensuring efficient delivery of technical services and outstanding end-user support. The ideal candidate is both a strong technical expert and an effective people leader who can drive continuous improvement across IT operations.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
5+ years of progressive experience in IT operations, including leadership of support teams.
Strong knowledge of networking, cloud platforms, cybersecurity, and enterprise systems.
Hands-on experience with ITSM platforms such as Jira Service Management, ServiceNow, Freshservice, or similar.
Experience implementing or managing workflow automation within ITSM or cloud environments.
Excellent leadership, communication, and problem-solving skills.

Nice To Haves

Relevant certifications (e.g., ITIL, CompTIA Network+/Security+, Microsoft, Cisco) preferred.

Responsibilities

Lead the planning, implementation, and maintenance of IT systems, network infrastructure and cloud services.
Evaluate and implement new technologies to support organizational goals.
Collaborate with leadership to define IT strategies aligned with business objectives.
Develop, maintain, and execute the overall IT roadmap, ensuring alignment with organizational goals, technology lifecycle planning, and future growth.
Oversee IT asset management, including procurement, lifecycle management, and inventory control.
Mentor and develop IT staff through training, coaching, and performance management.
Delegate tasks, manage schedules, and ensure adequate support coverage.
Ensure timely resolution of user requests, incidents, and escalations with a focus on customer service.
Develop and enforce IT support processes, SLAs, and escalation procedures.
Implement and maintain workflow automation within ITSM systems such as Jira Service Management, SeriveNow or similar platforms to streamline ticket routing, approvals, asset tracking, and reporting.
Analyze recurring issues to identify root causes and implement long-term solutions.
Maintain documentation, knowledge bases, and user guides to improve support efficiency.