IT Support Manager

Bessemer Management is a transportation company that provides comprehensive back-office support, management, and logistics services for several logistics/trucking companies. We have 90+ years of experience operating in multi-faceted transportation modes and are a growing organization. We’re seeking a hands-on, high-ownership IT Support Manager to lead our technical support efforts in both our corporate office in Valley View, Ohio as well as across our nationwide terminal network. For general context, our IT environment is made up of 100+ servers across 2 states, 350+ workstations, and a variety of enterprise-level software. In this role, you will directly manage a team of technical support professionals while remaining close to the technology and the business operations. It is important to note that this IT Support Manager role isn't a hands-off, "sit behind a desk" management role. *We need a leader who cares deeply about user experience and will do everything necessary (including doing support work themselves/being a functional part of the team they’re managing) to ensure that technical issues are thoroughly resolved - not just opened and forgotten.* Job-Specific Responsibilities & Duties: Lead & Mentor : Manage, coach, and develop a team of technical support staff. Set clear expectations, provide guidance on complex technical escalations, and foster a culture of accountability and thoroughness. Own the Ticket Lifecycle : Oversee all incoming support requests (on-site, remote, phone, and email). Ensure every issue is accurately tracked, prioritized, and closed with proactive user communication. Drive Quality Resolution : Move the team beyond "quick fixes." Your standard is root-cause resolution, ensuring technical problems are completely solved rather than temporarily patched. Administer Enterprise Applications : Act as the senior troubleshooter and administrator for our core application stack. Standardize Documentation : Compile, update, and organize process documentation and SOPs to ensure technical knowledge is retained institutionally, not just individually. Partner with the Business : From Day 1, work to understand how our terminals, independent agents, and internal teams operate, ensuring IT support aligns with actual business operations. This isn’t a knowledge base you’ll establish over the course of a few months; you will learn new things every day and should continue to build upon what you learn over time. Qualifications & Interpersonal Skills: Leadership Experience : Proven track record managing and developing a technical support team within an enterprise or multi-site environment. Technical Sharpness : Strong hands‑on administration skills with Windows OS and Microsoft ecosystems. Application Expertise : Deep experience installing, configuring, and troubleshooting enterprise‑level software platforms. Methodical Troubleshooting : A disciplined approach to problem‑solving. You look for the root cause, not just the symptom. Exceptional Communication : The ability to translate complex technical concepts into clear communication for non‑technical users. Education & Experience : Bachelor’s degree in IT, Computer Science, or equivalent proven hands‑on experience in a similar role. Nice-to-Haves (A Big Plus): Experience within the transportation, trucking, or logistics industries Experience supporting a highly distributed, multi‑site network Experience with enterprise level spam filters, firewalls, and web servers A+, Net+ and/or Security+ certifications Work Schedule & Benefits: Monday through Friday, 8:00 AM to 4:30 PM (on‑site in Cleveland, OH) Performance‑based bonus plan Complete benefits package including medical, dental, vision, and life insurances 401(k) with company match Vacation and holiday pay Paid parental leave Physical Demands of the Position: Work is performed in an office environment and requires the ability to operate standard office equipment and keyboards. Must have the ability to stand, walk, and sit; talk and hear, both in person and by telephone; and reach with hands and arms to lift and carry items up to 25 pounds. About Our Company: Based in Cleveland, Ohio, Bessemer Management Company has 90+ years of experience in the flatbed, intermodal, and over‑dimensional trucking industries. The companies we serve (Kaplan Trucking, Eastern Express, Horizon Freight System, TRX, Inc., and DD&S Express) are comprised of a network of 3,000+ trucks and 270+ terminals primarily located across the Midwest, South, and Northeast. We are a company that is diversified, independent, stable, and growth minded. We value innovation, long‑term thinking, and a roll‑up‑your‑sleeves/desire to dig in mentality. We invest in people who take ownership, care deeply about quality, and want to contribute to something bigger than themselves. Benefits: 401(k) 401(k) matching Dental insurance Employee assistance program Health insurance Life insurance Paid time off Parental leave Referral program Vision insurance Ability to Commute: Cleveland, OH 44125 (Required) Work Location: In person #J-18808-Ljbffr Socket.dev