IT Support Manager
About The Position
Owning the support queue: triage, prioritization, assignment, escalation, and closure quality Managing a team of three support specialists: coaching, workload balancing, schedules, and skill development Acting as an escalation point for advanced workstation, application, identity, and access issues Driving incident response for high-impact issues, coordinating communications and resolution workstreams Building and maintaining support processes: ticket categories, SLAs, intake standards, and “definition of done” for tickets Tracking support performance (backlog, response time, resolution time, reopen rate), reporting trends, and improving recurring problem areas Maintaining a practical knowledge base and documentation standards so the team can resolve issues consistently Partnering with the rest of the IT team on endpoint lifecycle, workstation builds, patching cadence, and tool selection Supporting onboarding/offboarding, device provisioning, and access provisioning in coordination with IT peers Participating in IT projects, standards development, and continuous service improvement Coordinating with vendors and managed providers when needed, owning follow-up until resolution Providing occasional after-hours support as needed for outages and business-critical events Microsoft Windows 10 and 11 endpoint support and performance troubleshooting Microsoft 365 administration and support (Exchange/Teams/OneDrive/SharePoint at a practical admin level) Identity and access fundamentals: Active Directory, Group Policy, MFA/Conditional Access concepts Imaging, backup, and workstation recovery processes Enterprise Wi‑Fi and remote access troubleshooting (VPN, certificates, connectivity) Ticketing systems, support workflows, and escalation management; comfort with KPIs/SLAs Scripting or task automation (PowerShell preferred)
Requirements
- 8-15 years of IT experience
- Clear, calm communication with a wide range of end users, including under time pressure
- Strong troubleshooting methodology, root-cause thinking, and disciplined follow-through
- Ability to manage competing priorities and keep others aligned on what matters today
- Strong organizational habits, ticket hygiene, and documentation discipline
- Comfort leading a “player-coach” support function (you will still troubleshoot)
- Microsoft Windows 10 and 11 endpoint support and performance troubleshooting
- Microsoft 365 administration and support (Exchange/Teams/OneDrive/SharePoint at a practical admin level)
- Identity and access fundamentals: Active Directory, Group Policy, MFA/Conditional Access concepts
- Imaging, backup, and workstation recovery processes
- Enterprise Wi‑Fi and remote access troubleshooting (VPN, certificates, connectivity)
- Ticketing systems, support workflows, and escalation management; comfort with KPIs/SLAs
- Scripting or task automation (PowerShell preferred)
- Endpoint management, application packaging, and policy-based configuration
- Network fundamentals: switching, VLANs, TCP/IP, DHCP, DNS, VPN troubleshooting
- Windows Server 2016 to 2022 and virtualization (VMware ESXi)
- Familiarity supporting design/production applications (e.g., Autodesk tools)
Nice To Haves
- A+
- Network+
- Security+
- Microsoft
Responsibilities
- Owning the support queue: triage, prioritization, assignment, escalation, and closure quality
- Managing a team of three support specialists: coaching, workload balancing, schedules, and skill development
- Acting as an escalation point for advanced workstation, application, identity, and access issues
- Driving incident response for high-impact issues, coordinating communications and resolution workstreams
- Building and maintaining support processes: ticket categories, SLAs, intake standards, and “definition of done” for tickets
- Tracking support performance (backlog, response time, resolution time, reopen rate), reporting trends, and improving recurring problem areas
- Maintaining a practical knowledge base and documentation standards so the team can resolve issues consistently
- Partnering with the rest of the IT team on endpoint lifecycle, workstation builds, patching cadence, and tool selection
- Supporting onboarding/offboarding, device provisioning, and access provisioning in coordination with IT peers
- Participating in IT projects, standards development, and continuous service improvement
- Coordinating with vendors and managed providers when needed, owning follow-up until resolution
- Providing occasional after-hours support as needed for outages and business-critical events
Benefits
- Medical, Dental, and Vision Plans
- 401(K) with company match
- Company paid STD, LTD, Life
- PTO Plans
- Mentorship Programs and Professional Development
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
