IT Support Manager

Room & Board•Golden Valley, MN

2d•$85,000 - $120,000•Hybrid

About The Position

Join Room & Board's Technology Services team as an IT Support Manager, where you will lead our Technology Support (Help Desk) and Desktop Engineering teams under a unified vision for end-user technology services. In this role, you'll be responsible for ensuring the reliable delivery of end-user devices, responsive support, and a consistent, high-quality experience across our organization. Beyond leading Technology Support and Desktop Engineering, you'll play a key role in advancing our service management capabilities through ownership of our ITSM platform, Major Incident Management, and Change Management practices. While this role directly leads end-user support functions, its influence extends across the broader IT organization through collaboration with technical and business teams to improve processes, strengthen operational maturity, and ensure services remain reliable, secure, and aligned with organizational priorities. In doing so, you'll help build a scalable support model that enables both our business and staff to succeed. Our Technology Services team is comprised of desktop engineers, support technicians, systems engineers, network engineers, a project manager, and interns (approximately 15 team members), and supports more than 1,000 employees nationwide. Reporting to the Director of Technology Services, this role is equal parts people leader, operational strategist, and business partner. You will bring structure and accountability while taking the time to listen, learn, and assess how teams and the business operate today, then thoughtfully evolve our approach to deliver consistent, efficient, and user-centered services.

Requirements

5+ years of IT support experience, including 3+ years of leadership.
Proven experience leading and developing support/help desk and/or desktop engineering teams, with strong leadership and coaching abilities that elevate team performance and growth.
Hands-on experience implementing and maturing ITSM/ITIL practices in a practical, business-aligned way.
Demonstrated experience managing major incidents and coordinating cross-functional resolution.
Experience with endpoint management platforms and client device life-cycle management.
Strong operational mindset, with the ability to bring structure and rigor without getting lost in day-to-day ticket execution.
Ability to listen, assess, and implement thoughtful improvements rather than applying one-size-fits-all solutions.
Excellent communication and collaboration skills, with the ability to partner effectively across technical and business teams.
Strong analytical and problem-solving skills, with a focus on continuous improvement.

Responsibilities

Lead and develop the Technology Support (Help Desk) and Desktop Engineering teams, driving performance, accountability, and professional growth.
Ensure effective management of endpoint technologies (e.g., Intune, JAMF, Configuration Manager), device life-cycle processes, operating system and application deployment, and workplace technology solutions that support a secure, reliable, and consistent end-user experience.
Build a deep understanding of business operations, tools, and workflows to ensure technology services are practical, relevant, and user-centered, and use those insights to recommend improvements that enhance service delivery and support business objectives.
Ensure delivery of high-quality, timely, and consistent end-user support, including oversight of escalations and complex issue resolution.
Own and evolve ITSM/ITIL practices, establishing KPIs and SLAs, and using service data and operational insight to drive continuous improvement.
Serve as the accountable leader for Major Incident Management, coordinating cross-functional response, facilitating incident bridges, and ensuring clear communication and post-incident learning and improvement.
Lead Change Management practices, bringing appropriate rigor, risk awareness, and coordination while enabling the business to move efficiently.
Manage and enhance the IT ticketing platform (including upcoming implementation of new platform), ensuring strong workflows, data quality, reporting, and a consistent entry point for end-user support across IT.