IT Support Manager

The IT Support Manager oversees the daily operations and support functions of the IT department while serving as the primary onsite IT resource and liaison to the company's Managed Service Provider (MSP). This hands-on role is responsible for end-user support, Microsoft 365 administration, ERP support coordination, onboarding/offboarding processes, device management, and overall technology support operations across the organization.

The position supervises one full-time IT Assistant Manager and works closely with employees, vendors, and the MSP to ensure reliable and efficient technology operations throughout the organization, including headquarters and remote locations.

This role will also support the company's adoption and utilization of AI-powered business technologies, including Microsoft Copilot and other approved AI productivity tools, to improve operational efficiency, streamline workflows, and enhance employee productivity.

ESSENTIAL JOB FUNCTIONS

• Manage the daily operations of the IT department and IT support functions.
• Supervise and support one IT Assistant Manager responsible for ERP support and daily operational assistance.
• Fully manage and oversee the IT Help Desk ticketing system.
• Provide in-person, phone, and remote support to employees for hardware, software, Microsoft 365, ERP, connectivity, and user-access issues.
• Serve as the primary internal liaison between the company and the Managed Service Provider (MSP).
• Coordinate with the MSP regarding infrastructure support, escalations, maintenance activities, cybersecurity initiatives, enterprise systems, and technology projects.
• Support and administer Microsoft 365 services including Exchange Online, Teams, SharePoint, OneDrive, Endpoint Manager, Entra ID (Azure AD), and related technologies.
• Coordinate onboarding and offboarding activities including user account creation, licensing, permissions, device setup, and security access.
• Configure and deploy laptops, workstations, mobile devices, printers, and related hardware.
• Support and manage company mobile devices and mobile device policies.
• Coordinate and support remote users and locations.
• Train and assist employees with Microsoft 365 applications, AI productivity tools, and other business technologies.
• Research, evaluate, and support the adoption of AI-powered business tools and automation technologies to improve operational efficiency and departmental workflows.
• Support employee training and best practices related to Microsoft Copilot and other approved AI productivity platforms.
• Identify opportunities to streamline business processes and improve operational workflows through automation and emerging technologies.
• Assist in promoting responsible and secure use of AI technologies in accordance with company policies and data security standards.
• Coordinate with vendors regarding IT equipment, software licensing, telecommunications, and technology-related services.
• Maintain hardware and software inventory records and company-assigned devices.
• Support ERP-related issues and coordinate with internal departments, ERP users, vendors, and the MSP as necessary.
• Assist with technology planning, process improvements, documentation, and operational efficiency initiatives.
• Some travel may be required (10-15%).
• Overtime may be required when necessary.

QUALIFICATIONS AND REQUIREMENTS

• Bachelor's Degree in Computer Science, Information Technology, or related field preferred.
• Minimum 5 years of experience in IT support, systems administration, or IT operations management.
• Previous supervisory or leadership experience preferred.
• Experience supporting Microsoft 365 environments including Exchange Online, Teams, SharePoint, OneDrive, Endpoint Manager, and Entra ID (Azure AD).
• Experience supporting ERP systems and business applications.
• Experience providing end-user support in both local and remote environments.
• Familiarity coordinating with Managed Service Providers (MSPs) and third-party technology vendors preferred.
• Experience supporting Windows 11, Microsoft 365, macOS, iOS, printers, mobile devices, and related technologies.
• Familiarity with enterprise infrastructure, backup, endpoint management, virtualization, and cybersecurity technologies in collaboration with an MSP preferred.
• Strong understanding of networking concepts including TCP/IP, Wi-Fi and remote access support.
• Experience with Microsoft Teams, SharePoint, OneDrive, and collaboration technologies.
• Familiarity with remote support tools such as TeamViewer, or similar platforms.
• Familiarity with AI-powered workplace technologies, automation tools, and Microsoft Copilot preferred.
• Ability to analyze business processes and recommend technology solutions that improve operational efficiency and user experience.
• Strong troubleshooting, organizational, and problem-solving skills.
• Excellent verbal and written communication skills.

SKILLS

• Strong analytical and problem-solving abilities.
• Excellent customer service and interpersonal skills.
• Strong organizational and time management skills.
• Ability to prioritize tasks and manage multiple projects simultaneously.
• Ability to work independently and collaboratively in a fast-paced environment.
• Strong attention to detail and follow-through.
• Ability to train and support employees with varying technical skill levels.
• Strong understanding of process improvement, automation, and AI-assisted workplace technologies.

DUTIES AND RESPONSIBILITIES

• Manage and support daily IT operations and end-user technology support.
• Coordinate with the MSP regarding server administration, infrastructure maintenance, system updates, cybersecurity initiatives, backup systems, and enterprise technology support.
• Administer and support Microsoft 365 applications and services while coordinating with the MSP on escalations, security initiatives, and system enhancements.
• Coordinate with the MSP regarding network connectivity, firewall support, wireless networking, and Internet-related issues.
• Support onboarding and offboarding of employees including workstation setup, user provisioning, device deployment, and security access management.
• Support and maintain laptops, desktops, printers, mobile devices, conference room technology, and related equipment.
• Assist employees with troubleshooting hardware, software, ERP, printing, connectivity, and Microsoft 365 issues.
• Coordinate and support ERP-related operational activities with internal users, vendors, and the IT Assistant Manager.
• Maintain IT documentation, inventory records, licensing records, and assigned equipment tracking.
• Coordinate with vendors regarding hardware procurement, telecommunications, licensing renewals, and support services.
• Assist with IT process improvements, workflow optimization, and technology modernization initiatives.
• Support employee adoption and utilization of Microsoft Copilot and other approved AI productivity tools.
• Evaluate opportunities to improve operational efficiency through automation, AI technologies, and process enhancements.
• Ensure technology support activities align with company policies, operational needs, and security best practices.

PERSONAL CHARACTERISTICS

• Organized and detail-oriented
• Motivated and dependable
• Strong communication skills
• Patient and service-oriented
• Goal/results-oriented
• Professional and adaptable
• High degree of confidentiality
• Strong leadership and team collaboration skills