IT Manager

Key Responsibilities

• Lead day-to-day IT operations across end-user support, systems, and infrastructure services in a multi-location environment.
• Own the IT helpdesk function, including ticketing workflows, SLAs, knowledge base management, and continuous process improvement.
• Serve as the primary escalation point for complex technical issues, ensuring timely resolution and clear communication to stakeholders.
• Oversee lifecycle management of IT assets, including hardware, software, licenses, and subscriptions.
• Manage onboarding and offboarding processes, ensuring secure and seamless provisioning and deprovisioning of user access and devices.
• Partner with infrastructure, network, security, and business applications teams to troubleshoot issues and maintain system reliability.
• Ensure effective data backup, disaster recovery, and business continuity processes are in place and regularly validated.
• Develop, implement, and enforce IT policies, standards, and procedures to ensure consistency, security, and compliance.
• Lead and develop IT support staff, including hiring, coaching, performance management, and career development.
• Plan and execute IT projects such as system upgrades, software deployments, and workplace technology improvements within budget and timelines.
• Manage vendor relationships, including third-party support providers, licensing, and service performance.
• Drive automation initiatives across IT operations, including user provisioning, device management, ticket routing, and routine support tasks to improve efficiency and reduce manual effort.
• Identify opportunities for process optimization and implement automation tools (e.g., scripting, workflow automation, endpoint management) to enhance service delivery and scalability.

Requirements

• Basic (Required): Bachelor’s degree in Information Technology, Computer Science, or related field. 7+ years of experience in IT operations, infrastructure, or end-user support roles, with progression into leadership responsibilities.
• Demonstrated ability to lead teams, manage priorities, and deliver IT services in a fast-paced environment.
• Experience implementing or leveraging automation (e.g., PowerShell, scripting, RMM/MDM tools, workflow automation) to streamline IT operations.
• Proven experience managing IT support functions (helpdesk/service desk) and ticketing systems.
• Strong knowledge of enterprise IT environments, including networks, servers, operating systems, and end-user technologies.
• Experience with IT service management (ITSM) principles and frameworks (e.g., incident, problem, and change management).
• Hands-on experience with Microsoft ecosystems (e.g., Windows, Azure AD/Entra ID, Microsoft 365).
• Experience managing vendors, service providers, and technology contracts.

Preferred Qualifications

• Experience supporting distributed or field-based operations (e.g., energy, industrial, or asset-heavy environments).
• Familiarity with cybersecurity practices, access control, and risk management frameworks.
• Experience implementing or improving ITSM platforms and service delivery models.
• Exposure to cloud platforms (Azure), endpoint management tools, and mobile device management (MDM).
• Experience supporting compliance or audit requirements in regulated environments.
• Relevant certifications (e.g., ITIL, Microsoft, CompTIA, or similar).