IT Manager

Role Summary The IT Leader provides strategic oversight and day-to-day leadership for IT staff while acting as the primary technical liaison for customers. This role ensures operational efficiency, translates business needs into technical solutions, and builds trust-based client relationships. Core Responsibilities Team Leadership: Supervise Help Desk Technicians, fostering a culture of accountability and mentorship while managing performance evaluations and ongoing training. Client Management: Conduct regular business reviews, translate business needs into technical priorities, and serve as the escalation point for complex customer issues. Service Operations: Ensure timely service delivery and SLA adherence by monitoring ticket flows and maintaining accurate client-specific documentation and reporting. Projects & Strategy: Lead infrastructure upgrades and project implementations, ensuring they are delivered on time and within budget. Develop annual IT roadmaps that align innovation with client goals. Asset & Budget Oversight: Manage hardware/software lifecycles and inventory, coordinating procurement with finance to maximize investment value. Requirements & Qualifications Experience 5+ years of experience in IT Service Delivery or a similar technical role, with at least 2+ years in a leadership or supervisory capacity (managing Help Desk technicians or technical teams). Proven experience in Client Relationship Management or Account Management. Soft Skills & Competencies Strategic Thinking: Ability to develop annual IT roadmaps and align technology with client business goals. Communication: Exceptional verbal and written communication skills for conducting business reviews (QBRs) and handling high-level escalations. Problem Solving: Strong analytical skills to diagnose service delivery issues and implement continuous improvement initiatives. Education & Certifications (Preferred) Bachelor’s degree in Information Technology, Business Administration, or related field (or equivalent experience). ITIL Foundation certification (demonstrating understanding of service delivery standards). Project Management certification (PMP or CAPM) is a plus. Relevant technical certifications (e.g., CompTIA, Microsoft, Cisco) are advantageous. #J-18808-Ljbffr