Information Technology Manager

Overview Our client is seeking a dynamic and hands-on IT Manager to lead their technology operations team across application, network, server, and desktop infrastructure environments. This leader will manage the day-to-day operations of their Level 1 and Level 2 Help Desk functions, while also driving forward-looking initiatives focused on process improvement, automation, and system optimization. This role requires a blend of strategic leadership (75%) and technical execution (25%). The ideal candidate will be passionate about delivering exceptional end-user support experiences, streamlining infrastructure, and integrating AI and automation to enhance IT operations. Responsibilities Manage and mentor the IT Support team (L1 & L2), ensuring timely and effective support across the organization. Establish performance metrics, coaching strategies, and career development paths for team members. Operational Excellence Oversee daily Help Desk operations, ticketing workflows, escalation processes, and service-level performance. Identify and implement process improvements to optimize IT support efficiency and reliability. Infrastructure Oversight Coordinate with system administrators and engineers to maintain and evolve application, network, server, and desktop infrastructure. Ensure all systems are secure, patched, and monitored for performance and availability. Hands-On Technical Support Serve as an escalation point for complex technical issues and provide hands-on support as needed. Lead critical incident resolution efforts and participate in after-hours support rotations if necessary. Evaluate and implement AI-based tools and automation to streamline workflows and optimize system performance. Collaborate with cross-functional teams to align IT strategies with business goals. Governance & Compliance Maintain documentation for processes, systems, and standard operating procedures. Ensure IT operations comply with organizational security and compliance requirements. Qualifications Experience: 7+ years of progressive IT experience with at least 3-5 years in a managerial or team lead role. Technical Skills: Strong foundation in desktop support, networking, system administration, and cloud/hybrid environments. Tools & Technologies: Familiarity with Jira, endpoint management tools, Microsoft 365, Windows Server, Active Directory, and virtualization platforms. AI & Automation: Experience leveraging AI (e.g., chatbots, predictive analytics, workflow automation) to improve IT support operations. Windows Server Administration Network Administration O365 Administration Experience with disaster recovery methodologies and tools Seniority level Director Employment type Full-time Job function Information Technology Industries IT Services and IT Consulting Location: Memphis, TN (Hybrid) #J-18808-Ljbffr