IT Support Manager

Role Overview

• The IT Support Manager oversees first-level support for all technologies across corporate and customer sites, leading the frontline team to provide reliable, customer-focused service and acting as the main escalation point.
• Owns and manages first-level IT support for all corporate and customer-site technologies, including end-user devices, network access, printers, peripherals, core business applications, SaaS platforms, and collaboration tools.
• Ensures incidents and service requests are logged, triaged, and resolved or escalated per SLAs.
• Acts as the single point of coordination between users and Tier 2/3 IT teams across infrastructure, applications, security, data, and vendors.
• Implements and matures ITSM practices aligned with ITIL, covering incident, request, problem, and change management, as well as knowledge sharing and self-service.
• Tracks and reports on key service metrics like ticket volume, SLA adherence, response times, and user satisfaction, using data to identify recurring issues and opportunities for improvement.
• Leads, coaches, and develops the IT support team, setting performance goals and ensuring resource coverage.
• Manages Jira as the system administrator and product owner, configuring workflows, automations, and access, while supporting scalable service management.
• Acts as the Microsoft 365 administrator, managing users, groups, collaboration tools, licensing, and security policies.
• Collaborates with infrastructure and security teams to optimize M365 architecture and governance, ensuring usability and security.
• Performs other related duties as assigned.

Requirements

• 7+ years of IT experience with a strong background in end-user support and service delivery.
• 3+ years of experience leading or supervising an IT support or service desk team.
• Hands-on experience with ITSM tools and practices (Incident, Request, SLA management).
• Experience administering Jira (ITSM and/or service workflows).
• Experience administering Microsoft 365 environments.
• Strong understanding of escalation models and cross-team collaboration.
• Ability to translate technical issues into clear, user-friendly communication.
• ITIL certification or formal ITSM training.
• Experience supporting multi-site or customer-facing environments.
• Familiarity with automation and self-service capabilities in Jira or similar platforms.
• Exposure to identity management, endpoint management, or cloud services.
• Experience working in a growing or transformation-oriented IT organization.

Tech Stack

• Cloud
• ITSM

Benefits

Health Coverage – Medical, Dental and Vision Voluntary Life/AD&D, Short-Term and Long-Term Disability, Critical Illness 401(k) Paid Time Off Paid Parental Leave Wellness Programs Additional Perks