Information Technology Manager

We offer an excellent opportunity to become a key team member of a well-established, performance focused company offering a highly competitive compensation and benefits program. paid time off paid holidays long term disability tuition assistance 401(k) Position and Responsibilities As an Information Technology Manager within the Middough Information Technology department, you will be responsible for providing leadership and direction for companywide end-user technology support and endpoint operations function. In this role, you will oversee daily service desk operations, endpoint lifecycle management, IT service management (ITSM) platform ownership, and operational automation initiatives. Additionally, you will be accountable for service quality, team performance, process maturity, and continuous improvement of the employee technology experience. This role is highly visible, and you will have the opportunity to impact the efficiency and profitability of the company. Responsibilities include, but are not limited to, the following: Provide direct leadership, management, and performance management for IT Operations team. Establish clear expectations, accountability standards, and measurable performance objectives. Develop and mentor team members to enhance technical capability and service delivery effectiveness. Foster a service-oriented culture emphasizing ownership, responsiveness, and continuous improvement. Oversee Tier 1 and Tier 2 end-user support across all company locations. Define and monitor key performance indicators including SLA adherence, backlog management, resolution times, and service quality. Drive improvements in customer satisfaction and operational efficiency. Manage escalations and coordinate resolution efforts with Infrastructure and Cybersecurity teams. Serve as system owner for the company's ITSM platform (Freshservice). Configure workflows, service catalog items, automation rules, approval processes, and reporting dashboards. Maintain and expand the IT knowledge base. Provide executive-level reporting on service metrics and operational trends. Lead process improvements aligned with ITIL or similar service management frameworks. Oversee deployment, configuration, provisioning, and lifecycle management of end-user workstations. Lead endpoint management strategy leveraging Microsoft Intune and related management technologies. Ensure standardized configuration baselines and application deployment practices. Maintain accurate hardware and software asset inventory records. Administer and maintain the company's endpoint patch management platform (Automox). Ensure endpoint compliance with patching standards. Develop and maintain automation processes to improve operational efficiency. Partner with cybersecurity leadership on vulnerability remediation initiatives impacting endpoints. Enforce endpoint security baselines and compliance policies. Support secure onboarding and offboarding processes. Coordinate user access provisioning and deprovisioning in accordance with company policy. Assist with audit or compliance initiatives related to end-user systems. Manage relationships with vendors supporting ITSM, endpoint management, and operational tooling. Participate in budgeting and hardware lifecycle planning. Identify opportunities for cost control and service optimization. Education, Experience and Skills The successful candidate will possess the following: Bachelor's degree in Information Technology, Computer Science, or related field required. Minimum of 8 years of progressive Information Technology experience required. Minimum of 5 years of experience managing and leading an IT operations, service desk, or end-user support team within a structured IT organization required. Experience administering an enterprise ITSM platform (Freshservice preferred; ServiceNow, Jira Service Management, or similar platforms acceptable) required. Experience managing enterprise endpoint platforms such as Microsoft Intune, SCCM, or comparable technologies required. Experience with enterprise patch management solutions (Automox preferred; similar platforms acceptable) required. Experience applying service delivery metrics and operational reporting required. ITIL Foundation or higher certification preferred. Microsoft Endpoint Administrator certification or equivalent preferred. Security+ or comparable security certification preferred. Experience within a professional services environment preferred. Team leadership experience with excellent communication and organizational skills. Ability to multi-task with strong analytical and problem-solving skills. Excellent attention to detail and written communication skills. Working knowledge of Microsoft Office products. Physical Requirements The characteristics described below are representative of those encountered while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing duties of this position, the successful candidate will: Remain in a stationary position, often standing or sitting for prolonged periods. Frequently walk, reach with hands and arms, climb stairs, balance, stoop or kneel, bend or twist, use repeating motions that may include the wrists/hands/fingers and talk and hear. Frequently use up-close vision, distance vision, depth perceptions, and the ability to adjust focus. Should not expect adverse environmental conditions within company offices. May be exposed to adverse environmental conditions (such as climbing ladders and/or stairs, extreme heat and/or cold, and/or poor air quality) if or when on-site at a client facility. Noise levels may be moderate to high at various client sites, hearing protection may be required and/or provided. Safety protections provided by the client and/or company are required to be used and followed. May require occasional car or air travel to other company locations or client sites. This position requires the candidate/employee to possess and maintain a valid driver's license in their state of residence and auto insurance coverage. About Middough Middough Inc. (Middough), founded in 1950, is a leading professional engineering, architecture and project solutions company providing services to a broad spectrum of Fortune 500 clients in nine core industries with offices across the Central, Midwest and Northeast regions. Our diversified team is our greatest asset, and they are challenged with a large variety of interesting projects, management and technical development opportunities and team building experiences. Middough employs the best and brightest individuals who share our passion for excellence and who are dedicated to client satisfaction, quality service, safety awareness and professional development. What Middough Offers We offer a growth and learning culture which encourages and supports employee development through a wide variety of tools and resources such as the company Learning Management System. Middough provides an opportunity to bring your talents and expertise to a successful and growing organization for your career advancement goals. Additionally, we offer a highly competitive compensation and the following comprehensive benefits package, based on eligibility and plan terms/changes: A hybrid work model for work-life flexibility (based on business and client needs) Medical, Dental, and Vision coverage Company paid Short/Long Term Disability, Life, AD&D, and Travel Insurance Health Saving and Flexible Spending Accounts 401(k) Plan Paid Time Off, Company Paid Holidays Flexible Start Times Tuition Assistance Paid Certifications and Registrations (as applicable) Employee Assistance Program Equal Opportunity Employment We are an equal opportunity employer and value diversity at our company. We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, sex, gender identity, sexual orientation, pregnancy, status as a parent, national origin, age, disability (physical or mental), family medical history or genetic information, political affiliation, military service, or other non-merit based factors or any other protected characteristic under protected by federal, state, or local laws. Middough does not support sponsorship for any applicant that requires an employment visa (i.e., H-1B) to work lawfully in the US. #J-18808-Ljbffr Middough Inc.