IT Support Manager

Heritage - Crystal Clean LLC•Hoffman Estates, IL

20h•$100,000 - $120,000

About The Position

The IT Support Manager is responsible for leading the company’s end-user support function, ensuring timely, high-quality IT service delivery across all locations. This role manages the Help Desk Support team and owns service performance, process maturity, and user satisfaction. The IT Support Manager serves as the primary bridge between IT Operations and business users, aligning support services with company goals while contributing to digital transformation initiatives. The role owns licensing and vendor oversight for key IT support platforms and drives modernization of endpoint provisioning through automation, standardized builds, and vendor-enabled deployment models.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or related field; equivalent experience considered.
4-6 years of IT experience, with at least 1-2 years in a people leadership role.
Proven experience managing IT support teams and service delivery operations.
Familiarity with ITSM platforms such as Freshservice or ServiceNow.
Experience supporting Microsoft 365, Intune, Entra ID (Azure AD), and endpoint environments.
Exposure to Microsoft Autopilot, endpoint automation, or vendor-based deployment models.
Exposure to endpoint management or monitoring tools (e.g., Tanium, Intune, EDR platforms) with an understanding of how automation and data improve service delivery.
Working knowledge of ITIL principles and customer satisfaction measurement.
Strong communication, empathy, and conflict-resolution skills.

Responsibilities

Oversee day-to-day operations of the Help Desk Support team.
Define, track, and report KPIs and SLAs for incident response, resolution times, and user satisfaction.
Manage ticket queue health, escalations, and proactive issue prevention.
Foster a culture of accountability, service excellence, and continuous improvement.
Build and refine SOPs, knowledge base content, and escalation workflows.
Manage and mature ITIL-based service management practices (Incident, Request, Problem, Change).
Partner with IT Operations on automation opportunities and system integrations (Freshservice, Intune, Microsoft 365, Tanium, Autopilot).
Drive adoption of self-service, automation, and user education to reduce repeat issues and drive down ticket volume.
Lead, mentor, and develop a team of Help Desk Technicians and End User Platform Analysts.
Identify skill gaps and training opportunities to strengthen technical and customer service capabilities.
Establish clear roles, expectations, and career progression paths within the support organization.
Serve as the primary escalation point for business users and department leaders.
Regularly report service metrics, trends, and improvement plans to the Head of IT Operations.
Collaborate with Infrastructure, Security, and Business Systems teams to improve end-to-end service reliability.
Manage day-to-day licensing allocations for Microsoft 365, collaboration tools, and IT support platforms.
Maintain contract renewals and subscription inventories for systems such as Freshservice, Tanium, and other SaaS tools supporting end-user operations.
Partner with the Head of IT Operations and Finance on budget forecasting, vendor renewals, and cost optimization initiatives.
Track license utilization and compliance, recommending adjustments to reduce waste and right-size capacity.
Lead the implementation and operationalization of Microsoft Autopilot to standardize device provisioning and reduce manual build activities.
Establish and document a zero-touch or low-touch laptop deployment process, transitioning device preparation and shipping to an approved VAR.
Partner with Infrastructure and Security teams to ensure Autopilot profiles, policies, and baseline configurations meet security and operational standards.
Drive effective use of Tanium to improve endpoint visibility, automate common support tasks, and reduce manual troubleshooting.
Support the use of endpoint and asset data feeds to improve CMDB accuracy and service intelligence within the ITSM platform.
Shift endpoint support from reactive, hands-on work toward proactive remediation and standardized lifecycle management.