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
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