IT Support Manager

Are you a customer-focused IT leader who thrives on solving complex technology challenges while delivering exceptional service? We are seeking an experienced IT Support Manager to lead our End-User Computing (EUC) function and drive a white-glove support experience for employees, executives, and business stakeholders.

In this role, you will oversee IT support operations, manage vendor and service provider relationships, lead technical teams, and serve as a hands-on escalation resource for critical business-impacting issues. This is an excellent opportunity for a proven IT professional who combines technical expertise, leadership, and a passion for customer service.

What You'll Do

Leadership & Service Delivery

• Lead End-User Computing services, including desktop support, endpoint management, mobile device support, software deployment, and operational support.
• Champion a white-glove, customer-first support culture focused on responsiveness, professionalism, communication, ownership, and follow-through.
• Manage and develop support team members through coaching, mentoring, training, and career development.
• Serve as a key liaison between IT, business stakeholders, managed service providers, and technology vendors.

End-User Support & Operations

• Ensure timely resolution of incidents, service requests, escalations, and recurring technical issues.
• Oversee executive and VIP support services, ensuring a high level of professionalism, discretion, and responsiveness.
• Monitor service levels, ticket performance, backlog management, and customer satisfaction metrics.
• Lead root-cause analysis efforts and implement continuous improvement initiatives to enhance service quality and reliability.

Vendor & Project Management

• Manage vendor relationships, support contracts, hardware refresh programs, software distribution, patch management, and endpoint lifecycle activities.
• Lead End-User Computing projects from planning and design through implementation and operational transition.
• Partner with business leaders to identify technology needs and deliver effective, secure, and scalable solutions.

Reporting & Continuous Improvement

• Develop dashboards, metrics, and reporting that provide visibility into support operations and technology performance.
• Create and maintain documentation, procedures, knowledge bases, and operational standards.
• Ensure compliance with IT policies, security requirements, and service management best practices.

What We're Looking For

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field preferred; equivalent experience will be considered.
• 10+ years of progressive experience in IT support, service desk operations, endpoint management, desktop support, or related technology functions.
• Demonstrated leadership experience managing technical teams, service providers, or support organizations.
• Strong understanding of:
  • End-User Computing technologies
  • Desktop, laptop, tablet, and mobile device support
  • Endpoint management and software deployment
  • Application packaging and patch management
  • Service desk operations and escalation management
  • Vendor and managed service provider oversight

Preferred Qualifications

• ITIL, PMP, Microsoft, Endpoint Management, Service Management, or related technology certifications.
• Experience leading enterprise support initiatives and technology modernization projects.
• Strong analytical, project management, communication, and relationship-building skills.

Work Environment

• Regular onsite presence required.
• Occasional travel to support corporate locations, technology initiatives, and business operations.
• Availability outside normal business hours may be required for escalations, executive support, and urgent technology matters.