Manager, Information Technology

Responsibilities

• Lead daily operations of the IT service desk and desktop support functions.
• Manage and mentor a small team of IT support professionals.
• Serve as an escalation point for complex end-user issues involving hardware, software, collaboration tools, and conferencing technologies.
• Drive continuous improvement of IT support processes, service delivery, and user experience.
• Oversee hardware lifecycle management, software deployment, asset inventory, and support operations.
• Partner with infrastructure, networking, security, and application teams to resolve issues and enhance services.
• Cook up technology projects including workstation refreshes, support tool implementations, and service improvements.
• Support conference room, audiovisual, and videoconferencing technologies across the organization.
• Monitor service performance metrics and implement process improvements where needed.
• Manage relationships with vendors and external service providers.

Qualifications

• Bachelor's degree in Information Systems, Computer Science, Business, or a related field; equivalent experience considered.
• 7+ years of experience in IT support, end-user computing, service delivery, or technical operations.
• Previous experience leading IT support personnel or technical teams.
• Strong knowledge of: Desktop and laptop support, Endpoint management and endpoint security, Microsoft collaboration technologies, Service desk operations and IT support processes, Hardware lifecycle management, Networking fundamentals.
• Ability to troubleshoot complex technical issues and communicate solutions to both technical and non-technical stakeholders.
• Experience supporting users in a multi-site environment preferred.
• Relevant IT certifications are a plus.