Position Summary

The Manager of IT Support and Help Desk is responsible for the day-to-day operation and strategic oversight of the company's core IT infrastructure and end-user support functions. This role owns the Microsoft ecosystem (licensing, Azure Active Directory, Windows Server), the VMware virtualization environment, PC deployment and lifecycle management, data backup and recovery operations, and Mobile Device Management (MDM). The Manager will lead a small, hands-on team of two IT Support professionals and serve as the primary point of accountability for Help Desk service delivery across all company locations.

This is an in-office position based in West Chester, Ohio, supporting a multi-location, distributed user population. The ideal candidate is a working manager — comfortable both setting direction and rolling up their sleeves to resolve escalated technical issues.

Key Responsibilities

Team & Help Desk Leadership

Manage, mentor, and develop a team of 2 IT Support/Help Desk staff, including scheduling, performance management, and skills development.
Own daily Help Desk operations, ensuring tickets are triaged, prioritized, and resolved within established SLAs.
Establish and monitor Help Desk metrics (ticket volume, resolution time, customer satisfaction) and report on trends to the CIO.
Develop and maintain support documentation, knowledge base articles, and standard operating procedures.
Act as an escalation point for complex technical issues beyond the team's initial troubleshooting.

Microsoft Environment & Licensing

Administer and optimize the company's Microsoft 365 environment, including licensing allocation, renewals, and cost management.
Manage Azure Active Directory (Azure AD), including user/group provisioning, security groups, conditional access, and identity governance.
Ensure appropriate licensing compliance and recommend adjustments as the organization scales.

Windows Server & Infrastructure

Administer, patch, and maintain Windows Server environments supporting business applications and file/print services.
Monitor server health and performance, proactively identifying and resolving issues.
Maintain server documentation, including configurations, access controls, and change logs.

VMware Virtualization Environment

Manage and maintain the company's VMware infrastructure, including host and cluster administration, resource allocation, and capacity planning.
Perform routine maintenance, patching, and troubleshooting of the virtual environment.
Plan for virtual infrastructure growth in alignment with business needs.

PC Deployment & End-User Support

Oversee the full lifecycle of end-user computing devices: procurement, imaging, deployment, refresh, and retirement.
Establish standardized deployment processes to support new hires and hardware refreshes efficiently across multiple locations.
Ensure consistent security configurations and compliance across all deployed devices.

Data Backup & Disaster Recovery

Own the company's data backup strategy, ensuring backups are monitored, tested, and reliable.
Maintain and periodically test disaster recovery and business continuity procedures related to data and systems availability.
Recommend improvements to backup infrastructure and retention policies.

Mobile Device Management (MDM)

Administer the MDM platform for company-owned and/or BYOD mobile devices.
Enforce security policies (encryption, passcodes, remote wipe) across managed devices.
Support onboarding/offboarding of mobile devices in coordination with the Help Desk team.

Multi-Location & Distributed Support

Provide consistent IT support standards across all company locations, coordinating remote troubleshooting and, when necessary, on-site support logistics.
Partner with location leadership to understand site-specific technology needs and constraints.

Required Qualifications

5+ years of progressive IT experience, including hands-on system administration and end-user support.
2+ years of experience directly managing or leading an IT support/help desk team.
Proven experience supporting a multi-location, geographically distributed user population.
Hands-on VMware administration experience (required).
Hands-on Azure Active Directory administration experience (required).
Strong working knowledge of Windows Server administration.
Experience managing Microsoft 365 licensing and environments.
Experience with Mobile Device Management (MDM) platforms.
Experience with enterprise data backup and recovery solutions.
Experience overseeing PC/device deployment and lifecycle management.
Strong communication skills with the ability to translate technical issues for non-technical stakeholders.
Ability to work on-site full-time in West Chester, Ohio.

Preferred Qualifications

Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
Relevant certifications such as Microsoft Certified: Azure Administrator Associate, VMware Certified Professional (VCP), or CompTIA Server+/Network+.
Experience with ITIL or similar service management frameworks.
Experience with ticketing/help desk software (e.g., Freshservice, ServiceNow, Zendesk, or similar).
Experience with endpoint security and patch management tools.

Reporting Relationship

This position reports directly to the Chief Information Officer (CIO) and serves as a key member of the IT leadership team, providing regular updates on infrastructure health, project status, and Help Desk performance.

Work Environment

This is an in-office position based in West Chester, Ohio.
May require occasional travel to other company locations to support on-site technology needs.
Some after-hours or on-call availability may be required for critical system issues, maintenance windows, or backup verification.

Manager of IT Support and Help Desk

About the Role

Skills

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