Information Technology Services Manager

About the role

We’re seeking driven, curious people who bring energy to what they do and see challenges as opportunities to improve. Our team of co-owners values enthusiasm, creativity, and a growth mindset, and we’re committed to putting those qualities to work on solutions that matter. If you’re ready to grow and make an impact, we'd love for you to join our team.

The IT Services Manager will lead our IT support services team. We're looking for someone who enjoys improving the status quo and finding new ways to deliver excellent IT services. We don't need someone to simply inherit our existing processes. We want someone who will understand them, challenge them, and improve them. You'll be expected to identify things we should stop doing, things we should do differently, and capabilities we need to build. You’ll lead the help desk and continuously improve how we deliver IT services and support. Partner with your peers on the IT Infrastructure team while remaining accountable for driving your ideas through implementation and achieving measurable results. You’ll deliver exceptional customer service, manage projects in a dynamic environment, and continuously adapt to new technologies.

As employee co-owners, we’re driven to do more than complete tasks; we build fulfilling careers by challenging assumptions and continually raising the bar. We embrace creative, innovative approaches to deepen our expertise and deliver real value to our customers. We partner strategically with many of the world’s most recognized technology brands to help engineering, reliability, and maintenance teams solve complex problems. As experts in our partners’ technologies, we’re equipped to properly size, select, configure, and support the right solutions. Our goal is simple: combine caring, knowledgeable people with innovative technologies to help our customers succeed.

Responsibilities

• Help Desk Leadership: Go beyond day-to-day supervision and develop your staff’s technical and communication skills to prepare them for more advanced roles. Mentor your staff, balance workloads, and reinforce ownership and accountability.
• Ticket Queue & Problem Management: Build a support operation where high-impact issues are surfaced quickly, recurring problems are eliminated, and tickets don't quietly age without resolution.
• Ticket System & Workflow Design: Design workflows, routing, prioritization, automation, SLAs, and escalation processes so the right issues receive the right response at the right time.
• Advanced Technical Support: Define what excellent support looks like. Solve problems, not just symptoms. Identify root causes, propose solutions, escalate when needed. Diagnose and resolve technical issues across hardware, OS, Microsoft 365, Active Directory, networking, and SaaS applications both onsite and remotely.
• Asset & Inventory Management: Build an asset