Manager, IT Support

Water Environment Federation•Alexandria, VA

4d•$70,000 - $85,000•Hybrid

About The Position

The Water Environment Federation is seeking a Manager, IT Support, who will be responsible for overseeing day-to-day technology support operations for WEF staff and office/remote environments. This role serves as the primary lead for end-user support, hardware lifecycle management, office technology operations, and internal IT service coordination. The position focuses on delivering a high-quality employee technology experience while ensuring reliable support processes, effective issue resolution, and operational continuity across WEF’s physical and digital workplace environments. The Manager, IT Support must thrive on initiative, problem solving, being agile, inclusive and a team player. The ideal candidate will have experience collaborating with a high-performing team and success working across and supporting mission-based organizations to best help WEF serve the Water Community.

Requirements

5+ years of experience in IT support, help desk operations, or workplace technology support
BS/BA degree or equivalent experience may be substituted in lieu of a degree
Strong experience supporting Microsoft 365 environments and Windows-based systems
Experience managing endpoint hardware, conference room technology, and office IT operations
Familiarity with ticketing systems, device management tools, and inventory tracking processes
Strong customer service, troubleshooting, and communication skills
Ability to prioritize multiple support requests and maintain professionalism in fast-paced environments

Nice To Haves

Experience supporting hybrid or cloud-based workplace environments
Familiarity with Microsoft Intune, Entra ID, or endpoint management platforms
Experience coordinating with MSPs or outsourced IT vendors
Certifications such as CompTIA A+, Network+, Microsoft Fundamentals, or equivalent experience
Ability to travel up to 10%

Responsibilities

Serve as the lead for day-to-day employee IT support, including hardware, software, account access, and workstation troubleshooting
Manage and prioritize internal IT support requests through the organization’s ticket management system
Ensure timely resolution, communication, escalation, and follow-through on support-related issues
Provide exceptional support for staff, leadership, meetings, and organizational events as needed
Maintain and support office technology infrastructure, including conference room AV systems, printers, workstations, guest access systems, and shared technology spaces
Oversee employee device deployment, replacement, inventory tracking, and lifecycle management
Coordinate onboarding and offboarding technology processes for employees and contractors with appropriate stakeholders
Support office moves, workstation setups, and technology readiness for meetings and events
Other duties as assigned within the scope of the position
Assist with the administration and support of Microsoft 365 services, including Outlook, Teams, OneDrive, and SharePoint access requests
Support account provisioning, permissions management, and endpoint configuration in coordination with the broader IT team and MSP partners
Help maintain standards for device compliance, software updates, and endpoint management
Coordinate with managed service providers and external vendors to support issue resolution and service delivery
Track recurring issues and recommend operational improvements to enhance employee experience and support efficiency
Maintain documentation for support procedures, hardware inventory, and standard operating processes
Support organizational cybersecurity initiatives through endpoint compliance, access management, and user support best practices
Assist with enforcing security standards related to devices, guest access, password policies, and employee technology usage
Escalate potential security incidents or operational risks as appropriate