IT Support Manager

Job Description

Job Description

The Role:

We are looking for an IT Support Manager who genuinely enjoys the craft of IT and wants to own the day-to-day operations of a growing company.

This is not a role for someone who wants to sit above the work. It is also not an entry-level helpdesk position. It is a great fit for someone who is a few years into their career, has built up solid hands-on experience, and is ready to be the person who keeps things running and makes them better.

You will work closely with our Senior IT Manager and be the primary operational owner of IT support across the company. That means everything from resolving end-user issues and managing vendors, to configuring a switch or running a cable when it needs to happen. You will also be the person who keeps track of everything — assets, contracts, renewals, licenses, and the things that tend to fall through the cracks when nobody owns them. If you are the kind of person who finds that kind of variety energizing rather than overwhelming, you will fit in well here.

What You Will Do

Day-to-Day Support - Manage all IT support operations including helpdesk requests, incidents, and escalations - Be the go-to person for end-user hardware, software, and connectivity issues - Supervise and support IT staff, setting the standard for how work gets done - Help onboard new team members from an IT perspective and keep the process smooth

Infrastructure and Hands-On Work - Configure and maintain network equipment across our locations (we run Cisco Meraki) - Support Microsoft 365, Windows environments, and endpoint management (MDM) - Run cable, set up access points, and handle physical infrastructure when needed - Maintain and troubleshoot servers, switches, firewalls, and wireless systems

Vendor and Contract Management - Maintain a complete register of all IT vendors, contracts, and SaaS subscriptions - Track renewal dates and proactively flag upcoming expirations well in advance - Get competitive quotes before renewing anything significant - Build and maintain relationships with key vendors including our ISP, telecom, and hardware suppliers - Ensure the company is never surprised by an auto-renewal or a contract it did not intend to sign

Asset and License Management - Keep our asset management system (RefTab) accurate and up to date - Track hardware assignments, warranty status, and refresh schedules - Manage software licenses and ensure we are not over or under-licensed - Maintain visibility into all company-wide SaaS tools, even those owned by other departments

Documentation and Reporting - Keep SOPs, network diagrams, and support procedures current and accessible - Submit regular reports on helpdesk performance, open issues, and project status - Maintain a renewal calendar and share relevant updates with leadership and finance - Document decisions, configurations, and vendor interactions so nothing lives only in one person’s head

Operational Improvement - Identify recurring issues and fix the root cause, not just the symptom - Proactively surface risks, gaps, and opportunities to the Senior IT Manager - Bring structure to things that currently lack it

What We Are Looking For

Technical Skills - Around 5 to 10 years of IT experience with a strong hands-on foundation - Solid networking knowledge including routing, switching, VLANs, wireless, and cabling - Experience with Microsoft 365, Windows Server, and endpoint management (MDM) - Familiarity with Cisco Meraki or similar managed network platforms is a plus - Comfortable with helpdesk platforms, ticketing systems, and SLA management

Organizational and Professional Skills - Naturally organized — you keep lists, you track things, and nothing falls through the cracks on your watch - Proactive by default — you do not wait to be told something is expiring, broken, or overdue - Strong written and verbal communication skills, including the ability to explain technical issues clearly to non-technical people - Comfortable managing multiple priorities without losing track of any of them - Detail-oriented without being slow — you move with urgency and care at the same time - Ownership mentality — when something is yours to manage, you manage it fully

The Right Fit - You take ownership and do not wait to be told what to fix - You are as comfortable in a server room as you are in a team meeting - You see documentation and tracking as part of the job, not a chore - You are honest about what you do not know and curious enough to figure it out - Bachelor’s degree in IT, Computer Science, or equivalent hands-on experience