IT Manager

About Us

Broadway Support Services is an affiliate company of one of the US's largest and most reputable debt settlement companies. We’re all about helping our customers through a tough financial time in their lives with education and individual customer service. We become our clients' number one advocate to help them reestablish financial stability as quickly as possible.

Overview

Broadway Support Services is seeking an Information Technology Manager to lead our growing technology team in the Dominican Republic. The Manager, IT Services is responsible for leading the delivery of end-user support services and providing partnering operational oversight for onsite IT functions across the organization. This role ensures operational excellence, customer satisfaction, and alignment with organizational IT objectives through effective leadership of IT support operations, stakeholder engagement, escalation management, workplace technology support, and continuous service improvement.

A primary responsibility of this role is developing the technical and professional capabilities of the local IT team through coaching, mentorship, clear performance expectations, and consistent leadership presence.

The Manager serves as a strategic liaison between IT and business leadership, fostering strong partnerships to ensure technology services effectively support operational needs. In addition to overseeing service desk operations, this position provides management oversight of onsite IT activities and resources as required, ensuring consistent service delivery, operational coordination, and accountability across the end-user technology environment. Act as the primary local IT leader while partnering closely with Enterprise IT leadership to ensure consistent execution of organizational strategy, standards, and priorities.

This role will support and assist with subsidiaries and affiliated companies.

Responsibilities

Service Delivery Leadership

• Lead and manage daily IT operations to ensure delivery of high-quality IT services.
• Monitor service performance against established service level agreements (SLAs), key performance indicators (KPIs), and customer experience metrics.
• Ensure timely resolution of incidents, requests, and service disruptions.
• Drive continuous improvement initiatives to enhance service effectiveness and operational efficiency.
• Develop and maintain operational processes, procedures, and support standards.

IT Engagement and Business Partnership

• Serve as the primary IT operational partner for local business leadership and key stakeholders.
• Foster strong relationships across business functions to understand operational needs and technology requirements.
• Ensure alignment between IT support services and organizational objectives.
• Provide regular communication regarding service performance, major incidents, and operational initiatives.
• Represent IT Enterprise Technology Services in cross-functional meetings, operational reviews, and business engagements.

Escalation and Incident Management

• Provide leadership oversight for critical incidents, service interruptions, and high-priority escalations.
• Coordinate resolution efforts across support teams, infrastructure, applications, vendors, and business stakeholders.
• Act as the escalation point for local operational issues requiring management intervention.
• Ensure timely stakeholder communication during service-impacting events.
• Conduct post-incident reviews and drive corrective actions to reduce recurring issues.

Onsite Operations and Facilities Partnership

• Partner closely with Facilities, Security, and Operations teams to support office technology environments.
• Coordinate response efforts during onsite outages involving network, telecommunications, power, conference room technology, and workplace systems.
• Ensure effective management of local technology infrastructure and support requirements.
• Lead communication and coordination during site-specific disruptions impacting business operations.
• Support office expansions, relocations, and technology deployment initiatives.

Operational Management

• Oversee ticket queue health, workload balancing, and resource allocation.
• Ensure adherence to IT service management (ITSM) processes and support standards.
• Analyze operational metrics and identify opportunities for process optimization.
• Manage vendor relationships related to end-user support and workplace technology services.
• Oversee hardware lifecycle management, inventory controls, and asset deployment processes.

Team Leadership and Development

• Identify and develop high-potential team members through coaching, stretch assignments, and mentoring opportunities.
• Conduct performance evaluations, coaching sessions, and career development planning.
• Foster a culture of accountability, collaboration, customer service, and continuous learning.
• Support workforce planning, scheduling, staffing, and succession planning initiatives.
• Promote employee engagement and retention through effective leadership and development opportunities.
• Establish and reinforce operational standards for service quality, documentation, customer communication, ticket hygiene, and technical execution.

Additional Key Responsibility

Workplace Technology and End User Services Leadership

• Develop and execute strategies that improve the overall end-user technology experience.
• Oversee workplace technology services, including endpoint support, collaboration technologies, conference room systems, and office technology solutions.
• Ensure service delivery models effectively support both onsite and remote employees.
• Identify opportunities for process improvement, automation, and service optimization across all end-user support functions.
• Collaborate with IT leadership to align workplace technology initiatives with broader organizational objectives.

Character

• Strong communication skills with the ability to deal with stakeholders at all levels
• Proven coach and mentor of early-career professionals
• Ability to establish trust while holding people accountable
• Passion for developing people as much as delivering technology
• Exceptional multi-tasker with a passion for delivering outstanding customer support
• Inquisitive nature with experience of challenging other’s ways of thinking
• Collaborative approach and strong relationship building skills
• Ability to think strategically and deal effectively with competing priorities and demands
• Strong problem solving and analytical skills
• Excellent listening skills, to enable the understanding and dissemination of requirements from varied stakeholders
• Outstanding leadership capabilities, with ability to lead, train, develop, and motivate a team
• Proven ability to prioritize and re-prioritize work due to changing business/client

Qualifications

Bachelor's degree in Information Technology, Computer Science, Business Administration, or equivalent experience.

5+ years of progressive IT support experience.

5+ years of IT leadership experience within a service desk, end-user support, or IT operations environment.

Strong understanding of IT Service Management (ITSM) principles and service delivery frameworks.

Experience managing incident response, escalation processes, and operational support teams.

Demonstrated ability to build relationships with business stakeholders and senior leadership.

Excellent communication, organizational, and problem-solving skills.

The employee is expected to be punctual and ready to report to work on a consistent basis.

The employee will be exposed to a fast-paced environment and is expected to be able to adjust accordingly

Preferred

• ITIL Foundation certification or equivalent service management certification.
• Experience supporting multi-site or global organizations.
• Experience working with offshore and distributed support teams.
• Knowledge of hardware asset management, vendor management, and workplace technology operations.
• Experience with ServiceNow or similar ITSM platforms.

Benefits

Broadway Support Services is a team-oriented environment full of rewards and growth opportunities for our employees. We are dedicated to our employee's success and growth within the company, through our employee mentorship and leadership programs.

Our extensive benefits package includes:

• Law Benefits
• Private insurance
• Meal Subsidy
• Referral Program
• Transportation (Starting at 4:00 PM)
• Massive Growth Opportunities
• Continuous development
• Privileged location (City Center)
• Great Work Environment