IT Support Manager (NY)
About The Position
Reporting to the Associate Director of Infrastructure, the IT Support Manager will have end-to-end ownership of KBRA’s global IT Support function. This includes internal onsite support teams, outsourced/off-hours support services, and remote hands services. The successful candidate will bring structure, accountability, and forward planning to an area that is critical to employee productivity and business operations. This role is expected to operate with confidence, independence, and a strong sense of ownership. This is a dynamic role that will evolve with KBRA’s growth and requires a leader who can balance day-to-day operations with longer-term planning and execution.
Requirements
- 8+ years of experience in IT support, with 3+ years in management or leadership role
- Demonstrated experience managing both internal teams and outsourced support services
- Strong background in metrics, reporting, and service management
- Proven ability to mentor, develop, and lead technical staff
- Experience with vendor and project management
- Strong working knowledge of:
- Windows 11 / Microsoft 365
- Active Directory, Group Policy, DNS, DHCP
- Ticketing systems and escalation frameworks
- MDM, VPN, Microsoft Intune
- Basic networking and troubleshooting
- Security tools and processes
- Bachelor’s degree in computer science or equivalent work experience
Nice To Haves
- macOS / MacBook support experience
- Experience supporting global or multi-region organizations
Responsibilities
- Own and lead the global IT Support function, encompassing Helpdesk, Desktop, onsite, off-hours, and remote support services
- Develop and execute a growth and capacity plan for IT Support, including current-state analysis, future projections, and staffing recommendations
- Establish and track meaningful metrics, SLAs, and reporting to measure performance, trends, and areas for improvement
- Provide strong leadership, including mentoring, coaching, performance management, and professional development of support staff
- Set clear expectations and enforce standards, bringing a firm, consistent approach to service quality and accountability
- Manage vendor relationships for outsourced Helpdesk, off-hours, and support-related services, ensuring performance meets expectations
- Oversee ticketing operations, escalation paths, and incident response to ensure timely resolution and effective communication
- Serve as the primary escalation point for complex or high-impact support issues
- Drive continuous improvement in processes, documentation, onboarding/offboarding, and end-user experience
- Plan and manage support-related projects, including hardware lifecycle management, asset tracking, office expansions/moves, audits, and system rollouts
- Provide upward management, proactively communicating risks, trends, recommendations, and improvement opportunities to Infrastructure and IT leadership
- Act as a strategic partner in shaping the future-state IT Support model as KBRA’s global footprint evolves
Benefits
- A flexible hybrid work schedule – Tuesdays, Wednesdays, Thursdays in the office
- Competitive benefits and paid time off
- Paid family and disability leave
- 401(k) plan, including employer match (100% vested)
- Educational and professional development financial assistance
- Employee referral bonus program
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
501-1,000 employees
