Job Description
IT Manager We are seeking an IT Manager who excels in both leadership and hands-on
technical work. This role is ideal for someone who can effectively manage and mentor a
team while staying actively involved in day-to-day IT support and operations. In addition
to overseeing helpdesk activities, the Help Desk Manager will directly contribute to
troubleshooting and resolving complex technical issues, ensuring the smooth operation
of the organization’s IT infrastructure. The right candidate will lead by example,
providing guidance and support to the team while remaining a key player in delivering
high-quality IT services. This position requires a proactive, solutions-oriented individual
who can balance strategic oversight with practical, hands-on responsibilities to drive
continuous improvement and efficiency within the department.
Responsibilities: - Help Desk Operations Management: Oversee the daily operations of the IT helpdesk, ensuring support tickets are resolved efficiently and within established service-level agreements (SLAs).
- Team Leadership and Mentorship: Provide guidance, training, and mentorship to helpdesk staff, ensuring the team is equipped with the necessary skills to resolve issues and meet department goals.
- Process Improvement: Develop and implement standard operating procedures for the helpdesk to ensure consistent, high-quality support across all levels of user requests.
- Advanced End-User Support: Deliver all levels of end-user support, including new PC builds, hardware/software troubleshooting, and mobile device management.
- Technical and Security Support: Provide support for hardware, network, and software troubleshooting, focusing on basic to intermediate server maintenance tasks (e.g., VMware, Windows Server, Hyper-V, SQL), and network service operations.
- Network and Security Management: Collaborate with our MSP to assist in the occasional maintenance of firewalls, and manage network modifications for switches, routers, and firewalls
- Server and Cloud Management: Perform server maintenance, manage on- premise and cloud services (e.g., Active Directory, EntraID), and utilize Microsoft Intune for device management and security.
- Security-Focused IT Process Development: Contribute to the development
Qualifications: - 5-7 years of IT support experience, MSP Experience is a strong plus
- Proven ability to lead and mentor a team while
- Remaining hands-on in troubleshooting and technical tasks.
- Security-Focused Mindset: Proactive and eager to expand skillset into higher- level sysadmin and network admin tasks, with a strong focus on security.
- Technical Proficiency and Expertise: Deep understanding of computer systems, mobile devices, and a broad range of tech products with a focus on
- Proficiency in Microsoft tools and the Microsoft 365 stack;
- Familiarity with Meraki, Hyper-V, VMware, and Windows Server; experience with
- Cisco and Palo Alto firewalls preferred; knowledge of Linux, routing protocols, and OT networking is a plus.
- Comprehensive IT Knowledge: Expertise in both on-premise and cloud services, including Active Directory (AD) and Entra
- Experience with Microsoft Intune for secure device management.
- Certifications (preferred): Relevant Microsoft 365/Azure certifications are a strong plus, with CompTIA Network+ and CompTIA Security+ being highly preferred.
Job Tags
Full time,