Manager, IT Support

iPipeline•Radnor Township, PA

3d•Onsite

About The Position

The Manager, IT Support manages the daily operations and staff of the Company’s IT Support/Help Desk function, delivering high-quality, timely, user-friendly technical support to employees. The role oversees end-user services across service desk operations, device lifecycle management, user-facing identity and access support, workplace technology, and Microsoft 365 platform administration. It manages team operations, resource allocation, objectives, budgets, and performance goals. The manager oversees incident and ticket management, escalations, service levels, staffing and team development, performance reporting, process improvement, automation, device and software assets, identity and access processes, and Microsoft 365 administration. The position also supports strategic planning, vendor relationships, IT policy and security compliance, business continuity, and ongoing evaluation of support technologies. This is an office-based position.

Requirements

Strong proficiency with ITSM and ticketing platforms, including configuration, reporting, workflow optimization, and platform integration, migration, or optimization experience.
Strong working knowledge of ITIL frameworks and IT support lifecycle practices.
Strong technical knowledge of desktop and laptop support, Windows and macOS, networking fundamentals, and software troubleshooting.
Strong familiarity with Active Directory, Azure AD/Entra ID, and user provisioning workflows.
Experience managing device lifecycle processes, including imaging, deployment, asset tracking, and refresh.
Strong understanding of audiovisual and conferencing systems, telephony/VoIP, and workplace productivity tools such as Microsoft 365 and Teams.
Ability to define, track, and report performance metrics including FCR, MTTR, SLA compliance, and CSAT.
Familiarity with AI-powered support tools, virtual agents, chatbots, conversational AI, AI agent performance metrics, and AI-to-human escalation workflows.
Experience working with or alongside AI-powered ITSM tools, virtual agents, or intelligent automation platforms.
Familiarity with AI concepts including LLMs, NLP, autonomous resolution, and ticket deflection metrics.
Knowledge of Microsoft 365 administration, including Exchange Online, Teams, SharePoint Online, OneDrive, and Entra ID tenant management.
Experience with PowerShell scripting for Microsoft 365 administration and automation.
Familiarity with Microsoft security and compliance tools, including Defender for Office 365 and Microsoft Purview DLP, retention policies, and eDiscovery.
Understanding of identity architecture concepts including conditional access, MFA, privileged identity management, and zero-trust principles.
Effective team leadership and coaching ability.
Strong decision-making and prioritization under pressure.
Strong professional communication across technical and non-technical audiences and ability to represent the function to leadership and cross-functional partners.
Strong conflict resolution skills and a service-oriented mindset, including the ability to independently de-escalate user and team issues.
High attention to detail and follow-through, with the ability to manage competing operational and people-management priorities.

Nice To Haves

Experience managing remote or hybrid IT support teams.
Background supporting enterprise-level environments or multi-site operations, including distributed or hybrid support teams.
Experience in industries with strict uptime or compliance requirements, such as financial services, insurance, or SaaS.
Experience with change management, incident response, and post-incident review processes.
Familiarity with Microsoft Copilot governance considerations, including data governance, permissions hygiene, and sensitivity labeling.

Responsibilities

Manage daily IT Support/Help Desk operations, staff, resources, budget, and goals.
Oversee incident management, ticket queue lifecycle, prioritization, escalations, handoffs, and post-incident reviews.
Manage human and AI-powered support channels, including AI-to-human escalation workflows and AI performance monitoring.
Implement and monitor SLAs and service targets, including first contact resolution and response and resolution times.
Develop staffing plans, schedules, shift coverage, and workload allocation.
Hire, manage, coach, train, and evaluate team members; set expectations and provide feedback.
Establish, analyze, and report service performance KPIs, customer satisfaction, device provisioning, and AI metrics.
Manage the service desk budget and report expenditures and operational performance to leadership.
Optimize support processes and workflows; partner with engineering and product teams on automation and self-service improvements.
Develop and maintain knowledge base content for employee self-service and AI support.
Coordinate change and release management readiness and communications for affected users and support staff.
Oversee device procurement, imaging, provisioning, maintenance, refresh, and decommissioning, including corporate device images and endpoint standards.
Manage workplace technology, including audiovisual systems, telephony, office equipment, and Microsoft 365 collaboration platforms.
Track hardware and software assets and manage software licenses, compliance, utilization, costs, and renewals.
Oversee identity and access support, including provisioning, terminations, password resets, access requests, Active Directory, and Entra ID processes.
Oversee Microsoft 365 tenant administration, configuration, licensing, and service health across Exchange Online, Teams, SharePoint Online, and OneDrive.
Maintain identity architecture standards and coordinate access governance and compliance matters with security leadership.
Develop and execute IT Support/Help Desk strategic plans aligned with organizational goals.
Coordinate with IT, HR, business units, and leadership to communicate and align support services and changes.
Evaluate vendors, negotiate contracts, manage supplier relationships, and monitor vendor performance against SLAs.
Help develop and implement IT policies and procedures and ensure operations comply with security and compliance requirements.
Coordinate Microsoft 365 security posture with IT Security leadership and promote security awareness and secure support practices.
Contribute to disaster recovery and business continuity planning for end-user services.
Evaluate emerging technologies and manage and optimize help desk systems and tools.