IT Manager

About the role

We are seeking an experienced and forward-thinking IT Manager to lead our internal IT operations and oversee our Tier 2 Technical Support team.

Responsibilities

• Lead & Develop Teams
  Manage, mentor, and coach IT and Tier 2 Technical Support team members.
  Build a culture centered on accountability, service quality, and operational excellence.
• Oversee Ticket Management, Escalations, Staffing, and Resource Allocation
  Partner with the Tier 1 support team to ensure consistent troubleshooting processes and escalation procedures.
  Collaborate cross-functionally with Product, Engineering, Dispatch, Inventory, PMO, and Customer Support teams to ensure reliable service delivery.
• Manage IT Infrastructure & Systems
  Oversee networks, servers, cloud services, endpoints, and collaboration platforms.
  Ensure reliable operation of employee technology including laptops, mobile devices, cloud services, and enterprise applications.
  Manage identity and access control systems (e.g., Azure AD/Entra ID, MFA, SSO).
  Ensure effective endpoint management, device security, patching, and vulnerability remediation.
  Maintain asset tracking and employee hardware procurement processes.
• Support Field Technology & Product Deployment
  Lead Tier 2 support for communication technology installed in correctional facilities.
  Serve as the senior escalation point for complex hardware and infrastructure issues.
  Partner with Product and Engineering to support new deployments, integrations, and hardware revisions.
  Monitor system performance and recommend improvements to enhance reliability and scalability.
  Support testing and validation of new hardware platforms and product features.
• Enhance Security & Compliance
  Implement cybersecurity controls including endpoint protection, vulnerability management, and security monitoring.
  Maintain centralized systems monitoring and management of IT systems, endpoints, network infrastructure, and deployed devices to ensure consistent configuration, visibility, and operational control.
  Support incident response, security audits, disaster recovery, and business continuity processes.
  Ensure compliance with internal policies and industry best practices.
• Drive Operational Excellence
  Establish and track SLAs, KPIs, and operational metrics for IT and Tier 2 support.
  Drive continuous improvement initiatives that increase efficiency and user satisfaction.
  Develop and maintain processes through technical documentation, troubleshooting playbooks, and standardization procedures.
• Manage Vendor Relationships and Infrastructure Tools
  Evaluate and manage vendor relationships and infrastructure tools.
  Provide regular reporting to leadership.
• Plan for the Future
  Develop the IT operations roadmap aligned with company goals.
  Advise leadership on technology investments, innovation opportunities, and infrastructure risks.
  Manage relationships with internet service providers, hardware vendors, and security partners.
  Manage and forecast infrastructure budgets, capacity planning, and hardware refresh cycles.

Qualifications

• Bachelor’s degree in IT, Computer Science, Engineering, or equivalent experience.
• Five (5) or more years managing IT infrastructure or advanced technical support environments.
• At least two (2) years leading technical teams.
• Experience supporting customer-facing technical support or escalation teams.
• Strong expertise in: Active Directory, Azure AD/Entra ID, Microsoft 365 administration, Intune/Endpoint Manager, Microsoft Defender and modern endpoint protection, Networking concepts (routing, switching, VPNs, segmentation), IT governance frameworks (e.g., ITIL), Security or compliance environments (e.g., SOC 2).

Preferred Qualifications

• Experience in communication technology or telecommunications.
• Experience with hardware deployed in customer/field environments.
• Certifications: CCNA, CompTIA CySA+, CASP+, AWS Security Specialty, Microsoft Azure.
• Experience with IoT or large-scale device deployments.
• Experience supporting Android-based systems.
• Experience building monitoring/observability platforms.