IT Manager Service Desk, Customer Support

The IT Manager will oversee the daily operations of the ServiceDesk and Customer Support teams, ensuring efficient and effective support across internal employees, external customers, and partners. This role involves managing a team of technical experts, handling various technical issues related to computer systems, applications, and networks, while maintaining high customer service standards across the organization.

In this role, you will be responsible for overseeing daily technology support services across more than 350 employees and thousands of external customers/partners. The ideal candidate possesses demonstrated expertise in overseeing end-user experience, providing world class customer support, thrives in fast-paced, hands-on environment, and possesses prior experience supporting medium sized organizations.

What You Will Do

Lead the daily operations of a service focused organization, handling 350+ weekly support requests.

Handle service desk incidents and escalations, including root cause analysis, resolution, and prevention.

Ensure all IT service requests are logged, prioritized, and resolved.

Ensure customer satisfaction by defining, monitoring, and reporting on performance metrics.

Perform regular process and SOP reviews to identify areas for improvement, optimize operations, and expanded. organizational support capabilities. Proactively identify trends across and initiate mitigation actions.

Provide critical incident management and be the interface between clients and technical teams within the company during outages and other major events.

Keep up to date with the latest high-level technology trends.

Ability to lead through complex technical issues.

Support key initiatives as defined by management.

What You Will Need

8+ years leading IT Service Desk and Customer Support teams. Proven ability to professionally communicate clearly and effectively both verbally and in writing to technical and non-technical audiences.

Proficient in supporting, and maintaining, end user applications and desktop hardware (Windows & Mac). Managing mobile device management (MDM) platforms; Intune & JAMF.

Expert in supporting custom developed SaaS applications.

Possess a customer first mindset with strong organizational skills and the ability to work under pressure.

Proficient in Jira Service Desk; similar ticketing solution.

Proficient in Microsoft 365 administration.

Experience with support and administration of cloud-based telephony.

Proficient supporting IAM solutions (Okta, Entra).

Scripting experience.

Experience with ITIL framework.

Certification (nice to have)

ITIL

AWS Fundamentals

OKTA

Microsoft

A/Net+

What We Offer

The base salary range for this position is $135K to $140K/year. Offered salary will be determined by several factors, including but not limited to: applicant’s education, experience, knowledge, skills and abilities, as well as internal equity and alignment with geographic market data. Business Wire reserves the right to modify this salary range at any time.

Business Wire’s total rewards include:

Ability to work remotely

Excellent health benefits that begin on your first day of employment

$100 monthly fitness allotment, a tuition reimbursement program, and enhanced mental health resources

401(k) plan with generous company match, and annual profit sharing contribution (subject to company performance)

PTO, Floating Holidays, Wellness Day Off, Birthday Day Off, and more!