IT Services & Support Manager

Rex Moore Group, Inc.•Florin, CA

3d•Onsite

About The Position

The IT Support Manager is responsible for leading and maturing the organization’s IT support function, ensuring reliable, efficient, and high-quality delivery of end-user services across the business. This role owns all aspects of service desk operations, including incident and request management, onboarding and offboarding processes, asset lifecycle management, and service desk platform ownership (ServiceDesk Plus or equivalent), including ticketing workflows and system configuration. The IT Support Manager is accountable for service performance, including ticket routing, resolution times, backlog management, and adherence to defined service level agreements (SLAs) and key performance indicators (KPIs). This role leads a small team of support technicians and ensures consistent execution of standardized processes, while driving continuous service improvement. This position serves as the primary point of accountability for communication to the business regarding IT outages, planned changes, and major incidents. The IT Support Manager is responsible for prioritization and coordination of security-related incidents in partnership with internal teams and external providers. This role plays a critical part in transforming IT support from a reactive model to a structured, metrics-driven service organization, while supporting broader digital transformation initiatives, including automation and AI-enabled service delivery. The position also drives onboarding and offboarding transformation through cross-functional process ownership.

Requirements

5–8 years of experience in IT support or service desk operations with leadership responsibility.
Strong understanding of ITSM frameworks including incident, request, and problem management.
Knowledge of SLA, KPI, and service performance management practices.
Experience with service desk platforms such as ManageEngine ServiceDesk Plus.
Understanding of onboarding/offboarding and identity lifecycle management.
Familiarity with Microsoft 365, Active Directory, and endpoint management tools.
Working knowledge of security incident handling and escalation processes.
Understanding of vendor and MSP operating models.
Strong leadership and team management skills.
Ability to define, measure, and improve service performance using metrics.
Strong analytical and problem-solving capabilities.
Ability to configure and optimize service desk workflows.
Effective communication with business stakeholders.
Ability to manage competing priorities in a fast-paced environment.
Strong organizational and process discipline.
Ability to lead and mature IT support operations into a structured model.
Ability to enforce accountability and service standards.
Ability to work cross-functionally with HR and business stakeholders.
Ability to manage MSP/vendor relationships effectively.
Ability to operate with limited resources while maintaining performance.
Ability to drive change and process improvement.
Ability to verbally communicate: convey detailed and accurate instructions and information.
Ability to hear with or without correction in order to receive and interpret detailed information.
Required to sit at a desk work station for long and short periods of time.
Push, pull, lift and carry at least 10 pounds.
Occasionally required to walk and stand.
Required to have visual acuity with or without correction in order to read and interpret contract information and view information on a computer monitor.
Required to use fingers and hands: type using a computer keyboard, handle, feel, and reach.
May occasionally be required to stoop, kneel, and crouch.

Nice To Haves

ITIL certification preferred.
Experience with ManageEngine tools preferred.
Experience in construction, manufacturing, or industrial environments.

Responsibilities

Lead day-to-day IT support operations including incident, request, and problem management.
Own and manage the service desk platform (ServiceDesk Plus or equivalent), including configuration, workflows, and routing logic.
Ensure effective ticket triage, prioritization, and SLA adherence.
Monitor ticket queues, backlog, and resolution performance.
Establish and enforce ITSM processes and standards.
Drive continuous service improvement initiatives.
Lead onboarding and offboarding processes in partnership with HR and business stakeholders.
Oversee asset lifecycle management including procurement, deployment, tracking, and reclamation.
Act as the primary support lead for prioritization and coordination of security-related incidents.
Communicate IT outages, changes, and major incidents to the business.
Develop, track, and report SLAs, KPIs, and operational metrics to senior leadership.
Establish baseline service metrics and reporting frameworks.
Manage MSP and vendor relationships and performance.
Support budget planning and management for support operations.
Lead, coach, and develop IT support staff.
Research and adopt automation and AI-enabled service improvements.