IT Manager

We are seeking an experienced IT Manager to lead IT operations, service delivery, and governance across the organization. This role is responsible for establishing, executing, and continuously improving IT processes to ensure services are delivered in a consistent, measurable, and secure manner.

This is a player-coach role, combining hands-on technical expertise with team leadership. The ideal candidate thrives in both strategic and operational environments and is passionate about building scalable processes, improving service quality, and driving accountability across IT functions.

Key Responsibilities

IT Operations & End-User Support

• Oversee and actively participate in Tier 13 support
• Own and optimize Incident Management and Service Request Management processes
• Manage IT ticket queues with clear prioritization, SLAs, and escalation paths
• Improve key metrics such as First Call Resolution (FCR) and Mean Time to Resolution (MTTR)
• Ensure consistent use and maintenance of the IT knowledge base

ITIL Process Ownership & Service Management

• Act as process owner or lead contributor for:

• Incident Management

• Problem Management (root cause & trend analysis)

• Change Enablement (Change Management)

• Service Level Management (SLAs/OLAs)

• Ensure proper incident categorization, prioritization, and closure quality

• Lead Problem Management reviews to eliminate recurring issues

• Define, track, and report on IT service metrics and KPIs

• Identify trends and proactively reduce incident volume

• Drive Continual Service Improvement (CSI) initiatives

Team Leadership (Player-Coach Model)

• Lead, mentor, and develop IT support staff
• Train team members on ITIL best practices and service delivery standards
• Promote structured ticket handling, documentation, and escalation discipline
• Foster a customer-first, process-driven culture

Service Catalog, Asset & Vendor Management

• Develop and maintain a Service Catalog with defined SLAs
• Manage IT asset lifecycle and CMDB (Configuration Management Database)
• Ensure vendor services align with internal SLAs and OLAs

Required Qualifications

• 710+ years of IT experience with strong hands-on technical background

• 25 years of leadership or supervisory experience

• Proven experience working within or implementing ITIL-based environments

• Strong technical expertise in:

• Microsoft 365, Entra ID, Windows Server, Active Directory

• AWS cloud services

• Endpoint management (Intune, GPO, patching)

• ITSM tools (ServiceNow, Freshservice, Jira Service Management, etc.)

• Networking (VPNs, firewalls, routing, Wi-Fi)

• Backup and disaster recovery

• Experience with automation/scripting (PowerShell)

• Experience managing SLAs, ticket queues, and escalations

Preferred Qualifications

• ITIL Foundation certification (v4 preferred); advanced certifications a plus
• Experience in regulated environments (e.g., healthcare)
• Familiarity with compliance frameworks (ISO 27001, SOC 2, HIPAA)

Education

• Bachelors degree in Information Technology, Computer Science, Management Information Systems, or related field