Manager, IT Services
About The Position
KBP is looking for a Manager, IT Services to lead day-to-day IT support operations with a strong focus on customer service, consistency, and user experience. This role will oversee support processes, manage third-party IT support resources, and serve as a key escalation point for complex technical issues within our corporate environment. The ideal candidate is a collaborative problem solver who enjoys improving support operations, enhancing user experiences, and helping teams work more efficiently through technology. This role is highly visible within the organization and will partner closely with employees across all levels of the business.
Requirements
- 5+ years of IT support and service desk experience.
- 3+ years of supervisory or leadership experience.
- Experience working with IT ticketing systems such as ServiceNow, Freshdesk, Zendesk, or similar platforms.
- Strong knowledge of Microsoft 365 administration and support tools.
- Working knowledge of Microsoft Entra ID, Active Directory, and identity/access management concepts.
- Experience supporting IT hardware including laptops, desktops, peripherals, and end-user equipment.
- Foundational networking troubleshooting skills and experience supporting audio/visual or conference room technology.
Nice To Haves
- ITIL 4 Foundation certification or equivalent experience is preferred.
Responsibilities
- Oversee daily IT support operations and manage third-party support resources.
- Serve as an escalation point for high-severity or complex support issues.
- Provide hands-on support for in-office technology needs that cannot be resolved remotely.
- Develop standardized support procedures, workflows, and knowledge articles.
- Monitor and report on IT support metrics, service levels, and user experience feedback.
- Continually improve ticketing system capabilities and support processes.
- Foster a customer service-oriented culture across IT support operations.
- Support Tier 0 support initiatives leveraging emerging technologies, including artificial intelligence.
Benefits
- medical, dental and vision coverage
- short- and long-term disability
- a 401(k) company match
- paid time off
- life insurance
- AD&D coverage
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
