IT Support Manager

Thank you for stopping by to take a look at the IT Support Manager role I posted here on LinkedIN, I appreciate it. If you have seen my JD's in the past, these next few statements will be a review of what you probably already know (so, welcome back). However, if you are new to my Job Descriptions, welcome!

I am a real live human as opposed to a 'bot' creating this JD. I have been recruiting technical talent for over 24 years and been in the tech sector since the 1990s. Due to that, I understand that looking for work is about as fun as a root canal.

So, if I can make the process a little easier, I will gladly do it. So, you will see some humor here (life is way to short to not chuckle every once in a while...) as well as - I hope - a much more straightforward approach.

As with every other role I work with, social fit is almost as important as the technical fit (I will detail the gotta haves from a technical standpoint below). So, here are some things that we are seeking from a social fit perspective:

• The hiring manager for this role comes from an MSP environment where there you wouldn't hear someone say 'this isn't my job'. So, this is that kind of environment where everyone chips in to help and you won't hear 'this isn't my job'.
• This role is more for a 'player / coach' mix...someone who enjoys getting in the weeds from a technical standpoint.

This role is being done onsite in Raleigh, North Carolina. It can be done in a hybrid manner, but realistically we are seeking 5 days onsite for this role. If you have to have a day remote, that would be ok.

The client for this role cannot provide immigration sponsorship now or in the future.

As a result, I’m only able to work with candidates who have permanent authorization to work in the U.S. and will never require sponsorship (typically U.S. citizens or Green Card holders). With that in mind, I cannot consider candidates that require employer sponsorship at any point now or in the future (including under H1, EAD, STEM, OPT, or other time-limited work authorization).

Here is what we are seeking for this role

We are seeking an individual that is looking for that next step up on their career. So, if you have come from a solid systems administration / network administration background, or a solid tier 2 /3 help desk background and want to take that next step into managing a department, that would be spot on with what we are seeking.

As you grew your career, another thing we are going to be looking for are some solid project management skills as well. So, if you think you are ready to move into that next step in your career, this could be a great fit for you. The hiring manager for this role will help you with the people management piece of this role. What we really need form you is to bring that technical 'heft' to the table.

For this role, you will have a team of 5 help desk technicians that you will be working with. However, you will be 'in the weeds' with them as they tackle challenges with everything from Prophet 21 (this is their ERP), to network issues, to systems issues to AD, M365 and MDM issues.

You might ask yourself...so, what does success look like here? Well, I am glad you asked. Here are some criteria of where we would like to see you be in the upcoming 3-6 months:

• Establish a new baseline for SLA performance & customer satisfaction.
• Monitor and improve internal customer satisfaction ratings.
• Reduce recurring support incidents through root cause analysis and automation.
• Establish consistent ITSM processes and documentation.
• Strengthen collaboration between Support, Infrastructure, and Business Applications teams.
• Improve visibility through support metrics, dashboards, and executive reporting.

Here are some of the key responsibilities for this role:

• Lead, coach, and develop a team of 4-6+ IT Support professionals.
• Manage daily help desk operations, ticket queues, escalations, and service performance metrics.
• Champion ITSM best practices, including Incident, Request, Problem, and Change Management processes.
• Act as the primary escalation point for complex end-user support issues.
• Collaborate closely with other internal IT teams (Infrastructure, Security, and Business Applications) on issue resolution and project initiatives.
• Manage relationships with third-party IT vendors and Managed Service Providers (MSPs).
• Develop support documentation, knowledge base articles, and standard operational procedures.
• Support branch offices, distribution centers, and remote employees across North America.

Here is what we are seeking

• With the compensation level for this role being what it is, if you have some solid PM experience as well as a mix of Sys Admin & Network Admin skills or a solid Tier 2/3 Help desk background, that would do the trick. This mix of Sys Admin & Network Admin experience would be best...and we would need to see 7-8 years of experience for this role to be a fit. This is a gotta have.
• At least 4 years of ITSM experience and experience with ITIL best practices (this is a gotta have).
• The following are gotta haves: M365 administration & troubleshooting; Router & Switch configs; AD troubleshooting; IAM troubleshooting; and MDM troubleshooting.
• At least 4-5 years of experience with any of these: Prophet 21; ITSM & Ticketing (SN, FreshDesk, etc); RMM tools; Enterprise Password Managers; and Workstation lifecycle management.