IT Support Manager

Keel Infrastructure•Pittsburgh, PA

About The Position

Keel Infrastructure is seeking a forward-thinking IT Support Manager to lead the IT Support function, keep the business running day to day, and shape the end-user experience of IT. This is a leadership role focused on setting a multi-year vision, modernizing team operations, and building a team and culture that can scale with the business. The role also owns Keel’s Microsoft 365 and identity platform, including Entra ID, Intune, and Exchange Online. It reports directly to the SVP, Information Technology, and collaborates closely with peers in Infrastructure & Platform and Cybersecurity & Compliance. The position is a critical hire as IT moves from stabilization to optimization.

Requirements

At least 8 years leading an IT support or service desk function, including team leadership, hiring, and performance management.
Track record of building or meaningfully transforming a support team’s tooling, processes, or culture.
Experience with SLA-based service delivery, ideally using Jira Service Management or a comparable ITSM platform.
Working knowledge of Microsoft 365 administration and identity concepts, including Entra ID, Intune, and Conditional Access.
Ability to think strategically about a team’s future state, not just manage the current ticket queue.
Clear communication with non-technical stakeholders up to the executive level.
Effectiveness in a fast-paced environment with competing priorities.

Nice To Haves

Experience building a multi-year roadmap or operating model for a support function.
Hands-on Jira Service Management and Confluence experience, as a practitioner and/or administrator.
Exposure to AWS or another public cloud; Keel is migrating from Azure to AWS.
Microsoft certifications such as MS-102 or SC-300.
Familiarity with SOC 2 or ISO 27001.
Exposure to AI tooling governance in an enterprise context.
Experience in a Nasdaq-listed or similarly regulated public company.
Familiarity with Power BI for IT operational reporting.

Responsibilities

Set the strategic direction and multi-year roadmap for IT Support, anticipating changes in headcount, locations, and business needs.
Lead and develop the IT Support team, including hiring, performance management, career pathing, and developing future team leads.
Define success beyond SLA adherence, focusing on user experience, proactive support, and measurable business impact.
Ensure SLA adherence across P1–P5 ticket tiers in Jira Service Management; review KPIs weekly and report trends to IT leadership monthly.
Champion the Keel IT Help Center through request workflows, self-service content, and automation.
Build and maintain escalation paths, on-call coverage, and incident response procedures for events affecting end users.
Own the device lifecycle, including procurement standards, imaging, Intune enrollment, and decommissioning.
Identify and implement automation and AI-enabled support opportunities to reduce ticket volume.
Advise the SVP of IT on the future direction of the support function over the next 12–24 months.
Own Keel’s Microsoft 365 and identity platform, including Entra ID, Intune, and Exchange Online.
Drive Conditional Access policy design, PIM role tiering, and zero-trust implementation with the Cybersecurity & Compliance manager.
Serve as the internal escalation point for complex Microsoft 365 and identity technical issues.
Support identity lifecycle projects, including HiBob-to-Entra ID provisioning and the PIM Policy rollout.
Participate in change control review and enforce the Change Control Request process for platform-impacting modifications.
Work with Finance, HR, Legal, and Operations to translate business requirements into IT solutions, and represent IT Support in broader IT planning.