IT Support Manager

About the role

This key role is on-site at Brasfield & Gorrie's headquarters in Birmingham, Alabama. The IT Support Manager will lead the Workplace Technology team responsible for delivering reliable, scalable, and experience-driven end-user technology across office environments. The ideal candidate is a strong technical leader who combines operational discipline with a passion for exceptional service. They will oversee the team responsible for Tier 2 in-person support, end-user device lifecycle management, and office technology standards, ensuring workplace technology is consistent, reliable, and aligned with business needs. This role partners closely with the Service Desk to maintain clear handoff pathways while preserving a seamless user experience.

Responsibilities

• People
  • Coordinate with Director to provide oversight of assigned group staff, including participation in recruiting, hiring, training, development, team-building, evaluation, and guidance.
  • Participate in and/or foster software/system vendor relationships through review, implementation, and daily use of products associated with the assigned area of responsibility.
• Teamwork
  • Participate in department and group meetings to help develop, review, and actively pursue strategic goals, initiatives, and projects.
• Customer Focus
  • Participate with organizational teams and individual users to assess technical needs and enhance the use of current technologies to improve user service, satisfaction, and efficiency.
  • Represent the IT Department during user interactions and organizational meetings.
  • Communicate regularly with IT Department leadership about users of systems and services, particularly those associated with the assigned area within IT.
• Business Value and Efficiency
  • Engage with Corporate stakeholders and users to understand and analyze business needs and help develop/deliver appropriate solutions.
  • Provide required oversight on technical projects to maintain alignment with organizational strategies, goals, and timing.
  • Coordinate with Director to provide management and oversight of financial aspects of the assigned area within IT, including purchasing, contract reviews/negotiations, budgeting, and budget review.
• System Performance and Security
  • Produce detailed goals for projects/initiatives and actively participate in project controls to monitor progress and report status.
  • Participate in the development, implementation, and maintenance of IT policies, procedures, best practices, and system standards.
  • Participate in the continual functioning, monitoring, security, integrity, and privacy of information systems and mission-critical operations.
• Innovation
  • Participate in research and review of the latest technologies and how they might enhance and improve user and system results.
  • Work with IT and Corporate groups to develop strategies and plans to improve IT processes, enhance user services, improve user effectiveness, and foster innovation.
  • Oversee and support the development, design, and implementation of new applications, updates, and changes, particularly for the assigned area within IT.
• Specific Responsibilities for the Assigned Area Within IT
  • Lead, coach, and develop Workplace Technology team members.
  • Ensure reliable support of end-user devices, peripherals, and collaboration technologies.
  • Oversee conference room technology standards and lifecycle management.
  • Drive root cause analysis and long-term resolution of recurring issues.
  • Maintain device lifecycle processes including procurement, deployment, refresh, and retirement.
  • Partner with Facilities and business stakeholders on office technology planning and readiness.
  • Establish and maintain clear Tier 2 handoff processes.
  • Monitor trends and implement continuous improvement initiatives.
  • Manage vendor relationships and workplace technology tools.
  • Contribute to strategic planning aligned with IT and business objectives.

Requirements

• Five (5+) years of people management experience.
• Bachelor’s degree required; Computer or Information-related degree preferred.
• Strong experience in Tier 2 in-person support environments.
• Demonstrated experience managing end-user technology in an enterprise setting.
• Proven leadership skills with the ability to coach and develop teams.
• Excellent written and verbal communication skills.
• Ability to thrive in a fast-paced, service-driven environment.