IT Support Manager

Job Summary

The IT Support Manager oversees the IT infrastructure, combining leadership, vendor management, and technical expertise across various IT environments.

Key Responsibilities

• Provide hands-on support and troubleshooting for desktops, laptops, mobile devices, printers, and peripheral equipment.
• Administer and support Windows and/or Linux server environments, including installation, maintenance, monitoring, patching, and performance optimization.
• Manage and troubleshoot network infrastructure including switches, routers, firewalls, wireless networks, VPNs, and internet connectivity.
• Lead resolution of complex technical incidents and serve as the escalation point for critical issues.
• Ensure high availability, reliability, and security of IT systems and services.
• Maintain documentation for infrastructure, procedures, configurations, and support processes.
• Act as the primary point of contact for third-party MSP partners.
• Monitor MSP performance against established Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Coordinate support activities between internal stakeholders and external service providers.
• Review service reports, identify areas for improvement, and drive corrective actions.
• Ensure MSP resources align with organizational priorities, security standards, and compliance requirements.
• Oversee the administration of Active Directory, Microsoft 365, cloud services, email systems, and identity management platforms.
• Manage backup, disaster recovery, business continuity, and cybersecurity initiatives.
• Plan infrastructure upgrades, migrations, and technology refresh projects.
• Monitor system performance, capacity, and resource utilization to proactively address issues.
• Design, develop, and maintain tools, scripts, and automation solutions to improve IT operations and user experience.
• Automate routine administrative tasks, monitoring, reporting, software deployment, and system maintenance processes.
• Develop dashboards and reporting solutions to provide visibility into system health, support metrics, and operational performance.
• Evaluate emerging technologies and recommend solutions that enhance efficiency, security, and scalability.
• Support integration efforts between business applications and infrastructure platforms.
• Establish and maintain IT support processes based on industry best practices.
• Develop service improvement initiatives focused on reducing downtime and increasing customer satisfaction.
• Collaborate with business stakeholders to understand operational needs and technology requirements.
• Manage IT assets, licensing, inventory, and lifecycle planning.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent professional experience.
• 5+ years of progressive IT support and infrastructure experience.
• 2+ years of experience managing vendors, MSPs, or outsourced IT service providers.
• Strong hands-on experience supporting: Windows desktop environments, Windows Server and/or Linux servers, Active Directory and Microsoft 365, network infrastructure including switches, routers, firewalls, and wireless technologies.
• Experience with PowerShell, Python, or other scripting/automation tools.
• Strong troubleshooting and problem-solving skills.
• Excellent communication, documentation, and customer service skills.

Preferred Qualifications

• Experience with Azure, AWS, or hybrid cloud environments.
• ITIL, Microsoft, Cisco, or CompTIA certifications.
• Experience with RMM, ticketing, monitoring, and endpoint management platforms.
• Familiarity with cybersecurity frameworks and compliance requirements.
• Experience developing custom support tools, automation workflows, or internal applications.

Benefits

• Blue Cross Blue Shield Medical insurance (PPO and HDHP with HSA) w/ Prescription Coverage
• Dental PPO Insurance
• Vision PPO Insurance
• Short-Term & Long-Term Disability Insurance
• Company Paid Life Insurance and AD & D - Including options to add on additional life insurance for yourself, spouse & children.
• Critical Illness Insurance
• Accident Insurance
• 401(k) Fidelity Plan with strong employer match
• Generous PTO Policy and 9 Paid Holidays per year
• 100% Tuition Reimbursement for Job-Related Classes
• Personal Protective Equipment reimbursement (safety glasses, shoes, etc.)
• Uniform Rental Service
• Employee Events