Manager, IT Support

Position Overview:

The IT Support Manager provides strategic oversight and leadership of Catalyst Family’s IT support function, ensuring high-quality, consistent, and efficient delivery of technology services across the organization. This role is primarily responsible for managing and developing the IT support team, overseeing help desk operations, and ensuring service levels meet organizational needs.

This position emphasizes team leadership, performance management, service delivery optimization, and vendor oversight. The IT Support Manager partners with internal stakeholders to ensure IT support services align with organizational priorities, improve user experience, and drive operational efficiency. The IT Support Manager serves as the top-level escalation point to support the department. In alignment with department and organizational goals, this role coordinates with service and equipment vendors.

Key Responsibilities:

Team Leadership & Oversight

• Provide day-to-day leadership and oversight of IT support staff and technicians
• Establish clear performance expectations, monitor outcomes, and conduct regular performance evaluations
• Manage workload distribution, prioritization, and escalation processes to ensure efficient team operations
• Coach, mentor, and develop team members to build technical capability and customer service excellence

Service Delivery Management

• Oversee help desk operations, ensuring timely, high-quality resolution of support requests and incidents
• Define, track, and report on service level agreements (SLAs), key performance indicators (KPIs), and user satisfaction metrics
• Continuously improve IT support processes, workflows, and documentation to enhance efficiency and consistency
• Ensure a strong customer service orientation across all IT support interactions

Operational Insight

• Provide insight into IT systems, infrastructure, and support services to align with team and organizational goals
• Ensure appropriate processes are in place for system maintenance, upgrades, and issue resolution
• Oversee asset lifecycle management, including inventory, procurement coordination, and compliance
• Ensure adherence to IT policies, procedures, and security standards

Vendor and Stakeholder Management

• Manage relationships with external IT vendors and service providers, ensuring accountability and performance
• Collaborate with internal departments (HR, Finance, Operations) to align IT support services with business needs
• Serve as the primary escalation point for complex or high-impact vendor support issues

Strategic and Process Improvement

• Identify opportunities to improve IT support delivery through tools, automation, and process enhancements
• Ensure all IT support processes adhere to data privacy regulations (e.g. PII protection) and support audit readiness for state funding requirements
• Support leadership in planning and implementing technology initiatives that impact support services
• Stay informed on industry best practices in IT service management and support operations

Perform other duties that are reasonably related to the position’s key responsibilities and are consistent with the employee’s job classification, skills, and training

Required Qualifications:

• Associate's degree or completion of equivalent technical school
• 5+ years’ experience in IT support (7+ years if no degree or equivalent education), with at least 2+ years in a team leadership or supervisory role
• Proven experience managing IT support teams and service delivery operations, specifically defining, implementing, and reporting on SLAs and KPIs
• Strong understanding of IT support environments, ticketing systems, and service management frameworks (e.g. ITIL)
• Hands-on experience administering Microsoft 365, Azure AD/Entra ID, and MDM solutions (e.g. Intune, Jamf) for hybrid/distributed workforces
• Demonstrated ability to lead teams, manage priorities, and improve operational performance

Preferred Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, Management Information Systems, or related field
• CompTIA Network+, Security+, Project+, CAPM, ITIL 4 Foundation, MS-102, MS-900
• Experience in non-profit or education environments
• Experience leading or supporting IT projects that involve significant process changes or software rollouts
• Demonstrated experience negotiating with vendors and holding service providers accountable to contract performance
• Familiarity with cloud-based systems and SaaS applications
• Experience supporting hybrid and distributed workforces

Key Competencies:

• Strong leadership and team management skills with a focus on accountability and development
• Ability to manage service delivery through metrics, reporting, and continuous improvement
• Data-driven decision making to adjust internal processes and determine long-term strategies
• Excellent communication skills, with the ability to translate technical issues into business impact
• Customer-focused mindset, with a commitment to high-quality support experiences
• Strong organizational and problem-solving skills in a fast-paced environment
• Ability to collaborate cross-functionally and influence stakeholders at all levels

Working Conditions:

• Generally pleasant working conditions
• Less than 50% of daily assignments involve prolonged physical effort
• Travel: Up to 30%

Shift Type: Full Time, Exempt, Hybrid (4 days onsite)

What We Offer:

• Medical, Dental, and Vision Benefits
• 401(k) Retirement plan and Employee Assistance Program (EAP)
• Personal Health Advocate
• Paid vacation, sick time, and holidays
• Commuter pre-tax benefit
• Discounted childcare
• Access to the Calm app
• Tickets at Work employee discounts

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace.

Equal Opportunity Employer


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For further information, please review the Know Your Rights notice from the Department of Labor.