IT Support Manager
About The Position
Are you a customer-focused IT leader who thrives on solving complex technology challenges while delivering exceptional service? We are seeking an experienced IT Support Manager to lead our End-User Computing (EUC) function and drive a white-glove support experience for employees, executives, and business stakeholders. In this role, you will oversee IT support operations, manage vendor and service provider relationships, lead technical teams, and serve as a hands-on escalation resource for critical business-impacting issues. This is an excellent opportunity for a proven IT professional who combines technical expertise, leadership, and a passion for customer service.
Requirements
- Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field preferred; equivalent experience will be considered.
- 10+ years of progressive experience in IT support, service desk operations, endpoint management, desktop support, or related technology functions.
- Demonstrated leadership experience managing technical teams, service providers, or support organizations.
- Strong understanding of End-User Computing technologies
- Desktop, laptop, tablet, and mobile device support
- Endpoint management and software deployment
- Application packaging and patch management
- Service desk operations and escalation management
- Vendor and managed service provider oversight
Nice To Haves
- ITIL, PMP, Microsoft, Endpoint Management, Service Management, or related technology certifications.
- Experience leading enterprise support initiatives and technology modernization projects.
- Strong analytical, project management, communication, and relationship-building skills.
Responsibilities
- Lead End-User Computing services, including desktop support, endpoint management, mobile device support, software deployment, and operational support.
- Champion a white-glove, customer-first support culture focused on responsiveness, professionalism, communication, ownership, and follow-through.
- Manage and develop support team members through coaching, mentoring, training, and career development.
- Serve as a key liaison between IT, business stakeholders, managed service providers, and technology vendors.
- Ensure timely resolution of incidents, service requests, escalations, and recurring technical issues.
- Oversee executive and VIP support services, ensuring a high level of professionalism, discretion, and responsiveness.
- Monitor service levels, ticket performance, backlog management, and customer satisfaction metrics.
- Lead root-cause analysis efforts and implement continuous improvement initiatives to enhance service quality and reliability.
- Manage vendor relationships, support contracts, hardware refresh programs, software distribution, patch management, and endpoint lifecycle activities.
- Lead End-User Computing projects from planning and design through implementation and operational transition.
- Partner with business leaders to identify technology needs and deliver effective, secure, and scalable solutions.
- Develop dashboards, metrics, and reporting that provide visibility into support operations and technology performance.
- Create and maintain documentation, procedures, knowledge bases, and operational standards.
- Ensure compliance with IT policies, security requirements, and service management best practices.
Benefits
- Medical/Dental/Vision insurance (PPO)
- Participation in the company 401(k) plan with a company match
- Vacation Time
- Nine Paid Holidays
- Three floating holidays per year
- Sick time
- Tuition reimbursement opportunity
- Company-paid life insurance equaling your annual base salary
- Company-paid short-term and long-term disability
- Paid Parental Leave
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What This Job Offers
Job Type
Full-time
Career Level
Senior
