Information Technology Manager

We are seeking an experienced Hardware Manager to lead and develop our Hardware team. This role focuses on people management, team performance, operational efficiency, and service delivery. The ideal candidate is a strong leader who can coach and develop team members, establish clear performance expectations, improve workflows, and ensure the team consistently meets business and customer service objectives. This is primarily a leadership and management position. A general understanding of hardware support and break/fix operations is also required. What You'll Be Doing Team Leadership & Management Lead, mentor, and develop the Hardware team, setting performance expectations and providing regular feedback Oversee team schedules, workload distribution, and resource allocation to ensure efficient operations and adequate support coverage Manage onboarding, training, and ongoing employee development Foster a culture of accountability, collaboration, and continuous improvement Monitor team performance and address personnel or performance concerns, escalating to HR and leadership when necessary Hardware Support Operations Oversee daily hardware support operations, ensuring timely resolution of hardware-related issues and service request Manage team workload, resource allocation, and support priorities to maintain operational efficiency Ensure proper documentation, tracking, and reporting of hardware support activities Oversee hardware-related escalations and ensure effective coordination between technicians and relevant teams Quality Assurance & Performance Management Establish and oversee quality standards, regularly reviewing team performance and identifying coaching opportunities Monitor key performance metrics, including ticket resolution times, SLA compliance, service quality, and customer satisfaction Identify recurring issues and performance gaps, implementing improvements to enhance service delivery Prepare and present regular performance reports and recommendations to leadership Process Improvement Establish and maintain standardized support procedures, workflows, and escalation protocols Identify operational inefficiencies and implement improvements to increase team productivity and service quality Client & Stakeholder Communication Serve as the primary escalation point for critical or unresolved hardware support issues Ensure timely client communication during major incidents, managing expectations and overall service satisfaction Build strong relationships with internal stakeholders to align hardware support services with business needs Represent the team in leadership discussions and operational planning What We're Looking For 3+ years of experience in an IT or hardware support management role, with demonstrated responsibility for team leadership and operational performance Proven experience managing, coaching, and developing technical support or hardware teams Strong understanding of hardware support operations, asset management, maintenance, and equipment lifecycle processes Experience monitoring team performance, establishing KPIs, and implementing process improvements Familiarity with IT service management principles, SLAs, and support escalation procedures Strong leadership and communication skills, with the ability to develop employees and maintain accountability Ability to remain calm and decisive when managing operational challenges and escalations Highly organized, detail-oriented, and committed to maintaining efficient processes and accurate documentation Nice to Have Experience managing hardware support operations in a multi-client or enterprise environment Familiarity with PSA or ticketing platforms such as Zoho Desk, Zendesk, or Jira Experience recruiting, building, and scaling a hardware support team Compensation & What We Offer $85,000–$95,000/yr depending on experience Full-time, in-office role at our Los Angeles location High-visibility leadership role with direct impact on service quality and team performance Collaborative environment at a growing company where strong operators are recognized and rewarded Clear path to Director of Support or VP of Service Delivery as the company scale Location This is a full-time, in-office position based out of our Los Angeles office. Candidates must be local or willing to relocate prior to their start date #J-18808-Ljbffr 1Above Technology