Manager, IT Support

Propio • Overland Park, KS

6d

About The Position

At Propio, we don't believe careers happen to people. We believe people create them. Here, you're trusted to make decisions, challenge assumptions, drive innovation, and shape outcomes. Your success is not limited by hierarchy or tenure. It's fueled by your ambition, your curiosity, and your willingness to own your impact. If you're looking for a role where you can simply maintain the status quo, this probably isn't it, but if you're looking for a place where your ideas matter, your growth is accelerated, and your work creates meaningful impact across the world, we'd love to talk. Why Propio? Every day, communication changes lives. A patient receives care they otherwise couldn't access. A family gains critical information. A business connects with a customer. A community becomes more inclusive. These moments happen because barriers are removed. And behind those moments are Propio team members who show up every day to solve problems, innovate, and build the future. This isn't just work. This is world impact. As a Manager, IT Support you will lead the day-to-day operations of our IT Support team. This role is responsible for ensuring end-user support is delivered efficiently, consistently, and with a strong focus on customer service. The Manager will provide direct leadership across the IT Support team, oversee daily ticket and workload management, coordinate support projects and sprint-based initiatives, and ensure established support processes and service expectations are followed. You will work closely with the Director of IT Operations and partner with Systems Engineering and other Technology Operations teams. You'll be empowered to: Take ownership of important initiatives and outcomes. Drive meaningful business results. Influence decisions and contribute new ideas. Partner with talented, high-performing team members. Challenge yourself through continuous learning and growth. Help shape the future of a rapidly growing organization.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent professional experience
• 5+ years of experience in an ITSM technical support environment
• 2+ years of experience leading or managing technical support personnel
• Experience working with ticketing systems and ITSM processes
• Experience coordinating technical projects or sprint-based work
• Working knowledge of end-user technology, applications, hardware, and common enterprise support environments
• Ability to manage competing priorities in a fast-paced support environment
• Excellent problem-solving skills & ability to stay organized under pressure
• Outstanding communication & interpersonal skills
• Demonstrated ability to coach, develop, and lead technical support professionals

Nice To Haves

• Even if your experience doesn't perfectly match every qualification, we encourage you to apply. We're looking for potential, drive, and a commitment to growth as much as experience.

Responsibilities

• Lead the day-to-day operations of the IT Support team, ensuring effective coverage, prioritization, and service delivery
• Coach, develop, and manage support staff with a focus on accountability, technical growth, and consistent performance
• Oversee ticket performance, workload, escalations, and service quality while ensuring issues are addressed within established expectations
• Coordinate support projects, team priorities, and Jira sprint execution to ensure work is organized, visible, and progressing
• Maintain strong support processes, documentation, and knowledge management practices across Confluence and Freshservice
• Identify opportunities for automation, ITSM enhancements, process improvements, and system changes that improve efficiency and the user experience
• Monitor and communicate team performance, trends, risks, and operational needs to Technology Operations leadership
• Partner with Systems Engineering and other Technology Operations teams to ensure effective escalation, collaboration, and delivery of shared initiatives

Benefits

• Own Your Growth: We invest in people who invest in themselves. You'll have opportunities to learn, develop, and expand your capabilities while building a meaningful career.
• Own Your Impact: You'll see the connection between your work and our success. We believe great people deserve the opportunity to make a real difference.
• Own Your Innovation: The best ideas can come from anywhere. We encourage curiosity, creativity, and challenging the way things have always been done.
• Own Your Success: Whether you're building expertise, pursuing leadership opportunities, or expanding your career path, we'll give you room to grow and the support to get there.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager