IT & Support Manager

IT & Support Manager

Why Bardavon? At Bardavon, we treat our people right. We hire exceptional people who are exceptional at their jobs. We are dreamers. We are driven, idealistic, committed, and optimistic. As a company, we are irreverent about the status quo and confident in our ability to change the Workers' Compensation industry and healthcare in America.

The IT & Support Manager is responsible for the day-to-day operation, security, and support of Bardavon's corporate technology environment. This role manages corporate systems, end-user devices, identity and access, Microsoft 365 services, endpoint management, and Help Desk operations to ensure employees have secure, reliable, and effective technology to perform their work. The IT & Support Manager will oversee the deployment, configuration, management, and security of corporate devices across Bardavon's hybrid workforce. This includes administration of Microsoft Active Directory, Microsoft Entra, Microsoft 365, Microsoft Intune, JAMF, and related technology and security platforms. As the leader of the IT and Support function, this role establishes and maintains technology standards, manages the employee technology lifecycle, resolves escalated technical issues, supports technology-related security and compliance requirements, and identifies opportunities to improve IT processes and the end-user experience. The IT & Support Manager will partner closely with Bardavon's Technology team, business leaders, employees, and external technology partners to ensure technology solutions are secure, reliable, scalable, and aligned with organizational needs. This role is hybrid, 1-2 days/week in the office.

IT Operations & Support

• Manage the day-to-day operations of Bardavon's IT and Support function.
• Establish and maintain processes for IT support, issue escalation, resolution, and documentation.
• Serve as an escalation point for complex technical issues.
• Monitor and address recurring technology issues and identify opportunities for process improvement.
• Maintain appropriate documentation, system standards, and IT procedures.
• Provide guidance, training, and resources to employees to support effective use of Bardavon's technology environment.
• Partner with internal teams to understand technology needs and implement appropriate solutions.

Identity & Access Management

• Administer Microsoft Active Directory, including user provisioning, group management, Group Policy, Entra Connect, and security policies.
• Administer Microsoft Entra, including user provisioning, group management, SSO, MFA, and Conditional Access.
• Manage user and endpoint lifecycle processes, including onboarding, changes, and offboarding.
• Implement and maintain identity and access management controls.
• Support privileged access management and appropriate access controls.
• Troubleshoot Microsoft 365 identity, access, and authentication issues.

Microsoft 365 Administration

• Administer and support Microsoft 365 services, including Exchange Online, SharePoint Online, OneDrive, Teams, and Defender.
• Monitor Microsoft 365 configuration, availability, and security settings.
• Support Microsoft 365 security and access-related issues.
• Assist with data protection capabilities, including DLP, retention policies, email security, and information protection.
• Partner with business and clinical teams to support secure communication and data sharing.

Endpoint & Device Management

• Manage the lifecycle of Bardavon's corporate laptops, desktops, mobile devices, and other end-user technology.
• Configure, secure, deploy, maintain, and retire Windows, macOS, iOS, and Android devices.
• Manage endpoint and mobile device management platforms, including Microsoft Intune and JAMF.
• Establish and maintain device standards related to security, encryption, compliance, application management, and device restrictions.
• Manage operating system and application installation, deployment, patching, and updates.
• Monitor device compliance and address security or configuration issues.
• Maintain accurate end-user technology inventory and lifecycle records.
• Improve device onboarding, provisioning, and deployment processes.
• Troubleshoot device configuration, application deployment, access, and performance issues.

Security & Compliance

• Support Bardavon's technology-related security and compliance requirements.
• Monitor and respond to end-user security incidents using tools such as Microsoft Defender, SentinelOne, LevelBlue, Microsoft Exchange, and related platforms.
• Assist with containment and remediation of endpoint, identity, email, and access-related security incidents.
• Organize and administer phishing awareness campaigns for employees.
• Maintain appropriate endpoint, identity, and access security controls.
• Support compliance requirements related to HIPAA, SOC 2, and other applicable regulatory or contractual requirements.
• Generate and maintain reports and documentation related to device compliance and security controls.
• Escalate significant security risks or incidents to appropriate Technology and leadership stakeholders.

Vendor & Technology Management

• Manage day-to-day relationships with IT vendors, managed service providers, and external technology partners.
• Monitor vendor performance and service delivery.
• Assist with technology purchasing, renewals, licensing, and equipment replacement.
• Make recommendations regarding technology improvements, tools, and services.
• Identify opportunities to consolidate, automate, or improve existing technology processes.

Team Leadership

• Manage and develop IT and Support team members.
• Establish clear priorities and expectations for the team.
• Monitor workload, service levels, and quality of support.
• Foster a culture of accountability, responsiveness, collaboration, and continuous improvement.
• Delegate responsibilities effectively while maintaining accountability for team outcomes.
• Perform other duties and projects as assigned.

Must Have's

• 35 years of experience in IT administration, IT operations, systems administration, or a related field.
• 3+ years of experience administering Microsoft Active Directory and Microsoft Entra, including user provisioning, IAM, SSO, MFA, and Conditional Access.
• 2+ years of hands-on experience with endpoint/mobile device management platforms, including Microsoft Intune and JAMF.
• Strong working knowledge of Windows, macOS, iOS, and Android environments.
• Experience managing Microsoft 365 services, including Exchange Online, SharePoint, OneDrive, Teams, and Defender.
• Experience managing endpoint security, compliance policies, application deployment, encryption, and device restrictions.
• Strong troubleshooting skills across hardware, software, identity, access, and MDM environments.
• Experience managing or leading an IT Support or Help Desk function.
• Strong understanding of information security principles.
• Ability to prioritize competing requests and resolve technical issues independently.
• Strong communication and customer-service skills.

Nice To Have's

• Experience supporting HIPAA, SOC 2, or other compliance requirements.
• Experience in a healthcare, health technology, or other regulated environment.
• Experience with PowerShell, Bash, or other scripting and automation tools.
• Microsoft certifications, including:
• Microsoft 365 Certified: Administrator Expert (MS-102)
• Microsoft 365 Certified: Endpoint Administrator Associate (MD-102)
• Microsoft Certified: Identity and Access Administrator Associate (SC-300)
• JAMF certification or equivalent experience.
• Experience with Jira, Salesforce, Mirth, CloudCall, GoAnywhere, or similar enterprise applications.
• Experience supporting hybrid or distributed workforces.
• Experience managing IT vendors and external service providers.

Physical Demands and Work Environment

• Prolonged periods sitting at a desk and working on a computer.
• Periodic shipping, receiving, setup, and handling of end-user technology equipment.
• Ability to lift and move technology equipment weighing up to 50 pounds, as required.

Compensation