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.