Information Technology Manager

Optomi, in partnership with a leading organization, is seeking a hands-on IT Manager to lead Service Desk operations while driving continuous improvement across IT support processes, incident management, and service delivery. This role is ideal for a technical leader who enjoys balancing people management with day-to-day operational involvement, helping modernize support processes, improve documentation, automate manual tasks, and elevate the overall end-user experience. The IT Manager will oversee a distributed Service Desk supporting more than 1,000 users across multiple offices and remote locations. Working closely with IT Operations leadership, this individual will lead major incident response efforts, develop ITIL-aligned processes, analyze service metrics, and identify opportunities to improve efficiency and scalability. The ideal candidate is a collaborative leader who is comfortable rolling up their sleeves, mentoring team members, and implementing practical solutions that improve service delivery. Key Responsibilities: Lead the daily operations of the IT Service Desk, ensuring timely resolution of technical issues and exceptional customer support. Manage, mentor, and develop a team of Service Desk professionals, fostering a collaborative and high-performing culture. Drive continuous improvement initiatives across Service Desk operations, documentation, workflows, and support processes. Evaluate existing support practices and recommend operational improvements, automation opportunities, and industry best practices. Lead incident response efforts, coordinate major outage communications, and facilitate root cause analysis (RCA) activities. Develop and enhance Incident Management, Problem Management, and Change Management processes aligned with ITIL best practices. Monitor Service Desk performance through KPIs, SLAs, and reporting to identify trends and improve service delivery. Create and maintain technical documentation, knowledge base articles, operational procedures, and support standards. Partner with Infrastructure, Cloud, Security, and Technology teams to ensure efficient issue resolution and cross-functional collaboration. Support Microsoft-centric technologies including Active Directory, Microsoft Entra ID, Microsoft Intune, Microsoft 365, and Windows environments. Utilize PowerShell and automation tools to improve operational efficiency and reduce repetitive administrative tasks. Assist with business continuity planning, outage management, and operational readiness initiatives. Support additional technology initiatives and operational projects as needed. Qualifications: Experience in IT Support, Service Desk, or IT Operations. Experience leading or supervising a technical support or Service Desk team. Strong understanding of ITIL principles, IT Service Management (ITSM), and Incident Management best practices. Experience managing major incidents, outage communications, escalation management, and root cause analysis. Proven ability to improve Service Desk operations through process optimization, documentation, automation, and KPI reporting. Experience supporting Microsoft enterprise environments, including Active Directory, Microsoft Entra ID (Azure AD), Microsoft Intune, Microsoft 365 / Office 365, Windows operating systems Working knowledge of PowerShell scripting and task automation. Familiarity with cloud platforms, preferably AWS. Experience supporting remote users across multiple office locations. Strong communication skills with the ability to work effectively with technical teams, leadership, and business stakeholders. ITIL Foundation certification is preferred but not required. Associate’s degree in information technology or a related field required; Bachelor's degree preferred. #J-18808-Ljbffr