IT Support Manager

About the role

Built on service. Powered by people. Impact exists because a small group of industry leaders believed companies in our space were doing it wrong. Many prioritized margins while the people doing the work and the clients relying on it became an afterthought. Impact was built differently: invest in great people, trust them to do great work, and deliver the kind of service clients remember. That approach helped us grow from a small office technology company into a national managed services provider, while remaining privately owned and people-first. What makes Impact special is that growth has never come at the expense of the values that got us here. We continue to reinvest in our people, our capabilities, and the opportunities ahead so employees can grow alongside the business. We’ve built something special, but we’re far from finished. The people who join Impact now will help define what comes next. Job Overview Impact is seeking an IT Support Manager to lead our Internal IT Support team and deliver reliable, consistent, secure, and customer-focused technology support across the organization. This hands-on leadership role is responsible for developing a cohesive and accountable team, overseeing daily service operations, guiding complex technical escalations, and leading projects that improve the employee technology experience. The ideal candidate combines strong people leadership with practical expertise across Microsoft 365, Azure, Entra ID, endpoints, collaboration tools, networking, and IT service management. This person will establish clear operating standards, strengthen technical capability, expand automation and self-service, and build a support model that scales with Impact’s continued growth.

Responsibilities

• Lead, coach, and develop the IT Support team by setting clear expectations, building accountability, managing performance and conflict, and creating meaningful development opportunities.
• Define and communicate a practical vision for the support organization, translating that vision into priorities, operating standards, staffing plans, training plans, and measurable improvement initiatives.
• Manage team workload, schedules, coverage, and assignment of work across urgent incidents, routine requests, preventive maintenance, and technical projects.
• Hire and onboard support staff who demonstrate technical judgment, customer focus, curiosity, communication skills, and accountability.
• Serve as the senior escalation point for complex endpoint, identity, application, collaboration, network, and cloud issues, providing hands-on technical leadership across Microsoft 365, Azure, Entra ID, Intune, and Windows environments.
• Own daily service desk operations and continually improve incident, request, problem, knowledge, asset, onboarding, offboarding,