IT Support Manager

Tommy's • Holland, MI

21h • Onsite

About The Position

Tommy’s is seeking an IT Support Manager to lead its IT Support Technicians, manage the Helpdesk queue, and keep team members, devices, and systems running smoothly as the brand grows nationwide. The role emphasizes a hospitable, service-oriented support environment, clear communication, and effective collaboration across the organization.

The manager oversees user accounts and access through Microsoft Entra ID, company devices through Microsoft Intune, and software license and hardware inventories. The role also works with the security team and analyzes the utilization and procedures of user, security, and business platforms, advising internal stakeholders on functionality that best meets business needs.

The position operates primarily indoors in a professional office environment, with limited to no travel expected. Office hours are Monday through Friday, 8:00 a.m. to 5:00 p.m. The role may require driving between company locations or to vendors or suppliers as needed.

Requirements

• Bachelor’s degree or equivalent experience in information systems, networking, computer science, or a related field.
• At least 2 years of experience managing IT platforms and services.
• Experience leading a team and working with peers in leadership.
• Strong proficiency in troubleshooting and customer service.
• Strong written and verbal communication skills, including listening and documentation.
• Ability to multitask and prioritize work effectively across multiple teams.
• Process-oriented, collaborative approach and ability to communicate and manage at all organizational levels and across departments.
• Strong organizational and time-management skills.
• Adaptability, problem-solving and critical-thinking skills, sound judgment, and ability to make data-backed decisions.
• Integrity, dependability, urgency, and results orientation.
• Hospitality- and service-minded approach, with customer care as a high priority and a positive can-do attitude.
• Initiative and drive to identify and address gaps.
• Ability to work and commute in all weather conditions.
• Ability to communicate, listen, detect, converse, discern, convey, express oneself, and exchange information effectively.
• Ability to walk, bend, twist, turn, stoop, climb steps, reach, and use hands and fingers.
• Ability to work in a fast-paced environment while multitasking.
• Ability to move about the office to access standard office equipment and operate a computer and other office productivity machinery.
• Ability to remain stationary for more than 50% of the time, alternating between sitting and standing.
• Ability to move and lift up to 30 pounds.
• Ability to drive between company locations and/or vendors or suppliers as needed.

Responsibilities

• Lead IT Support Technicians by providing guidance, support, and escalation assistance.
• Establish a friendly, hospitable support environment with clear communication and a positive attitude.
• Own the Helpdesk queue.
• Manage the user lifecycle in Microsoft Entra ID, including software licensing, onboarding, offboarding, account issues, and access.
• Manage company devices in Microsoft Intune.
• Maintain an up-to-date software license and hardware inventory.
• Work with and support the security team.
• Manage and analyze platform and system utilization and procedures for user, security, and business software.
• Consult internal stakeholders on the functionality best suited to meet business needs.

Benefits

• Base pay and eligibility for an annual profit-sharing bonus.
• Full insurance package, including health, dental, vision, life, disability, and Employee Assistance.
• Dependent Care FSA with on-site daycare options.
• 401(k) match and complimentary financial planning services.
• Paid time off and paid holidays.
• Continued education and tuition assistance.
• Learning and development program.
• Opportunity for internal growth.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager