IT Support Manager

IT Support Manager

Insight Global is seeking an IT Support Manager to support a global manufacturing client that designs and produces water management and drainage solutions. This individual will lead the day-to-day delivery of technology support across the client's U.S. operations, manage the local help desk function, establish service priorities, and serve as the primary connection between employees, business leaders, and the broader IT organization. This person will oversee four people with a chance to expand the team as needed. The ideal candidate will listen first, build trust, improve communication, and bring structure to the support environment without taking an overly rigid or top-down approach. This person will act as the local quarterback for IT service delivery while collaborating closely with infrastructure, software development, ERP, audiovisual, and global IT resources.

Required Skills & Experience

- 5+ years of progressive IT leadership experience.

• Experience leading/supervising help desk technicians, desktop support professionals, or similar support teams.
• Experience serving as an escalation point for technical support issues.
• Strong understanding of ticket management, triage, escalation, documentation, and customer communication.
• Ability to collaborate effectively with infrastructure, application development, ERP, security, and other specialized technical teams.
• Excellent verbal and written communication skills, including a professional and confident phone presence.
• Strong customer-service orientation and the ability to remain composed in a fast-moving environment with frequent interruptions.

Nice to Have Skills & Experience

- Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field;

• Experience supporting technology within a manufacturing, distribution, industrial, or multisite business environment.
• Familiarity with SYSPRO or another enterprise resource planning platform.
• Experience supporting remote employees, including VPN, endpoint, connectivity, and access issues.
• Familiarity with IT service management principles, incident management, request management, and service-level reporting.
• Experience participating in software implementations, hardware refreshes, or process-improvement initiatives.

Key Responsibilities

Help Desk and End-User Support

• Lead the daily help desk operation and prioritize incidents, service requests, and technology issues based on urgency and business impact.
• Manage, coach, and support two help desk professionals serving separate company locations.
• Drive reduction of the existing ticket backlog through effective triage, ownership, escalation, and follow-up practices.
• Ensure urgent issues affecting remote employees, VPN access, laptops, desktop software, connectivity, and employee productivity receive timely attention.
• Serve as the escalation point for complex or high-priority support issues and provide hands-on assistance when coverage or ticket volume requires it.
• Maintain consistent communication with employees regarding request status, next steps, ownership, and expected resolution.

Business Partnership and Customer Service

• Serve as the primary local technology contact for employees and business leaders.
• Rebuild trust in the IT function through responsiveness, transparency, follow-through, and strong customer service.
• Listen to business stakeholders, understand operational challenges, and translate needs into clear support priorities or technology requests.
• Communicate technical information clearly and professionally to both technical and nontechnical audiences.
• Maintain a calm, solutions-oriented approach during outages, escalations, competing priorities, and difficult interactions.
• Collaborate with infrastructure, software development, ERP, audiovisual, and global IT resources without assuming direct ownership of every technical discipline.
• Build a productive working relationship with the software development and infrastructure functions and coordinate business-requested initiatives with broader IT priorities.