IT Support Manager

Responsibilities

This key role is on-site at Brasfield & Gorrie's headquarters in Birmingham, Alabama .

IT Support Manager will lead the Workplace Technology team responsible for delivering reliable, scalable, and experience-driven end-user technology across our office environments. The ideal candidate is a strong technical leader who combines operational discipline with a passion for exceptional service. They will oversee the team responsible for Tier 2 in-person support, end-user device lifecycle management, and office technology standards. This leader ensures workplace technology is consistent, reliable, and aligned with business needs. This role partners closely with the Service Desk to maintain clear handoff pathways while preserving a seamless user experience.

Responsibilities and Essential Duties include the following (other duties may be assigned):

People

• Coordinate with Director to provide oversight of assigned group staff (including participation with recruiting, hiring, training, development, team-building, evaluation and guidance)
• Participate with and/or foster software/system vendor relationships through review, implementation and daily use of products associated with the assigned area of responsibility

Teamwork

• Participate in department and group meetings to help develop, review and actively pursue strategic goals, initiatives and projects.

Customer Focus

• Participate with organizational teams and individual users to assess technical needs and enhance use of current technologies to improve user service, satisfaction and efficiency
• Represent the IT Department during user interactions and organizational meetings
• Communicate regularly with IT Department leadership about users of systems and services, particularly associated with the assigned area within IT

Business Value and Efficiency

• Engage with Corporate stakeholders and users to understand and analyze business needs and help develop/deliver appropriate solutions in response to those needs
• Provide required oversight on technical projects to maintain their alignment with organizational strategies, goals and timing
• Coordinate with Director to provide management and oversight of financial aspects of the assigned area within IT. This includes purchasing, contract reviews/negotiations, budgeting and budget review

System Performance and Security

• Produce detailed goals for projects/initiatives and actively participate with project controls to monitor progress and report status
• Participate with development, implementation and maintenance of IT policies, procedures, best practices and system standards
• Participate with the continual functioning, monitoring, security, integrity and privacy of information systems and mission critical operations

Innovation

• Participate with research and review of the latest technologies and how they might enhance and improve user and system results
• Work with IT and Corporate groups to develop strategies and plans to improve IT processes, enhance user services, improve user effectiveness and foster innovation
• Oversee and support the development, design and implementation of new applications, updates and changes, particularly for the assigned area within IT

Specific Requirements/Responsibilities for the assigned area within IT

• Lead, coach, and develop Workplace Technology team members.
• Ensure reliable support of end-user devices, peripherals, and collaboration technologies.
• Oversee conference room technology standards and lifecycle management.
• Drive root cause analysis and long-term resolution of recurring issues.
• Maintain device lifecycle processes including procurement, deployment, refresh, and retirement.
• Partner with Facilities and business stakeholders on office technology planning and readiness.
• Establish and maintain clear Tier 2 handoff processes.
• Monitor trends and implement continuous improvement initiatives.
• Manage vendor relationships and workplace technology tools.
• Contribute to strategic planning aligned with IT and business objectives.

Education - Skills - Knowledge - Qualifications & Experience

• Five (5+) years of people management experience.
• Bachelor's degree required; Computer or Information-related degree preferred.
• Strong experience in Tier 2 in-person support environments.
• Demonstrated experience managing end-user technology in an enterprise setting.
• Proven leadership skills with the ability to coach and develop teams.
• Excellent written and verbal communication skills.
• Ability to thrive in a fast-paced, service-driven environment.

The above description covers the principal duties and responsibilities of the job. The description shall not, however, be construed as a complete listing of all miscellaneous, incidental, or similar duties which may be required from day-to-day. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.