IT Support Manager

Rumpke•Cincinnati, OH

42d

About The Position

The IT Support Manager is a strategic and hands-on leader responsible for overseeing Rumpke's IT support operations and ensuring reliable, high-quality technical services across the organization. This role manages desktop support, the Help Desk and broader IT service management functions (e.g. incident mgmt., change mgmt., release mgmt., etc.). This role is expected to drive process improvements and ensure compliance through the implementation and management of IT services best practices. With a strong background in IT service management, stakeholder engagement, and enterprise support environments, the ideal candidate will ensure IT operations align with organizational goals, enhance the employee experience, and continuously improve service delivery.

Requirements

Excellent leadership, communication, and problem-solving skills
Ability to manage IT incidents, prioritize tasks, and drive efficiency in support operations
Advance knowledge supporting Office365, Windows environments, and enterprise hardware/software troubleshooting
Familiarity with automation tools and remote support technologies
Experience with IT service management tools (e.g., ServiceNow) and enterprise IT environments
Experience in an enterprise-scale organization supporting diverse IT environments
Familiarity with automation tools and remote support technologies
5+ years of experience in IT support or service management, with at least 3 years in a leadership role
3+ years of experience working with ServiceNow or other ITSM software
ITIL certification or experience in ITIL-based service management
Ability to work flexible hours; expected to work nights and weekends as needed
Must be available for 24-hour emergency calls
Legally eligible to work in the United States
Valid driver's license (if applicable)
Must successfully complete pre-employment testing
Must be able to read and speak the English language

Responsibilities

IT Service Management (ITSM): Act as the product owner for ITSM platforms, managing tool configuration, updates, and integration into incident, problem, and change management workflows
Team Leadership & Management: Oversee daily operations of the IT support team, ensuring efficient resolution of technical issues, high levels of customer satisfaction, and a collaborative work environment
Policy & Process Development: Design, implement, and maintain IT support policies, procedures, and best practices to enhance service delivery and operational efficiency
Monitor service performance against SLAs, enforce compliance, and drive initiatives to improve service quality and reduce response times
Provide hands-on technical support for complex or critical issues, acting as the escalation point for unresolved problems
Partner with IT and business leadership to ensure IT support services meet organizational needs and contribute to strategic goals
Oversee deployment, maintenance, and troubleshooting of desktops, mobile devices, printers, and other hardware to ensure optimal functionality
Manage procurement, deployment, and lifecycle of IT assets, including both hardware and software, ensuring timely upgrades and replacements
Develop and deliver training for IT staff and end-users, fostering continuous learning and professional growth
Research and recommend new tools and technologies that enhance IT support operations and user experience
Assist in IT support budget planning, ensuring adequate resources for hardware, software, training, and tools
Perform other duties as assigned