{"id":2499641,"url":"https://alion.io/job/broadway-support-services-it-manager","title":"IT Manager","company":{"id":4421041,"name":"Broadway Support Services","domain":"broadwaysupportservices.com","url":"https://alion.io/company/broadwaysupportservices","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":null},"role":"Management","role_family":"Management","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Santo Domingo, Dominican Republic"],"countries":["DO"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-10-14T05:36:48Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-10-15T12:55:29Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"About Us\nBroadway 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.\nOverview\nBroadway 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.\nA 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.\nThe 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.\nThis role will support and assist with subsidiaries and affiliated companies.\nResponsibilities\nService Delivery Leadership\nLead and manage daily IT operations to ensure delivery of high-quality IT services.\nMonitor service performance against established service level agreements (SLAs), key performance indicators (KPIs), and customer experience metrics.\nEnsure timely resolution of incidents, requests, and service disruptions.\nDrive continuous improvement initiatives to enhance service effectiveness and operational efficiency.\nDevelop and maintain operational processes, procedures, and support standards.\nIT Engagement and Business Partnership\nServe as the primary IT operational partner for local business leadership and key stakeholders.\nFoster strong relationships across business functions to understand operational needs and technology requirements.\nEnsure alignment between IT support services and organizational objectives.\nProvide regular communication regarding service performance, major incidents, and operational initiatives.\nRepresent IT Enterprise Technology Services in cross-functional meetings, operational reviews, and business engagements.\nEscalation and Incident Management\nProvide leadership oversight for critical incidents, service interruptions, and high-priority escalations.\nCoordinate resolution efforts across support teams, infrastructure, applications, vendors, and business stakeholders.\nAct as the escalation point for local operational issues requiring management intervention.\nEnsure timely stakeholder communication during service-impacting events.\nConduct post-incident reviews and drive corrective actions to reduce recurring issues.\nOnsite Operations and Facilities Partnership\nPartner closely with Facilities, Security, and Operations teams to support office technology environments.\nCoordinate response efforts during onsite outages involving network, telecommunications, power, conference room technology, and workplace systems.\nEnsure effective management of local technology infrastructure and support requirements.\nLead communication and coordination during site-specific disruptions impacting business operations.\nSupport office expansions, relocations, and technology deployment initiatives.\nOperational Management\nOversee ticket queue health, workload balancing, and resource allocation.\nEnsure adherence to IT service management (ITSM) processes and support standards.\nAnalyze operational metrics and identify opportunities for process optimization.\nManage vendor relationships related to end-user support and workplace technology services.\nOversee hardware lifecycle management, inventory controls, and asset deployment processes.\nTeam Leadership and Development\nIdentify and develop high-potential team members through coaching, stretch assignments, and mentoring opportunities.\nConduct performance evaluations, coaching sessions, and career development planning.\nFoster a culture of accountability, collaboration, customer service, and continuous learning.\nSupport workforce planning, scheduling, staffing, and succession planning initiatives.\nPromote employee engagement and retention through effective leadership and development opportunities.\nEstablish and reinforce operational standards for service quality, documentation, customer communication, ticket hygiene, and technical execution.\nAdditional Key Responsibility\nWorkplace Technology and End User Services Leadership\nDevelop and execute strategies that improve the overall end-user technology experience.\nOversee workplace technology services, including endpoint support, collaboration technologies, conference room systems, and office technology solutions.\nEnsure service delivery models effectively support both onsite and remote employees.\nIdentify opportunities for process improvement, automation, and service optimization across all end-user support functions.\nCollaborate with IT leadership to align workplace technology initiatives with broader organizational objectives.\n\nCharacter\nStrong communication skills with the ability to deal with stakeholders at all levels\nProven coach and mentor of early-career professionals\nAbility to establish trust while holding people accountable\nPassion for developing people as much as delivering technology\nExceptional multi-tasker with a passion for delivering outstanding customer support\nInquisitive nature with experience of challenging other’s ways of thinking\nCollaborative approach and strong relationship building skills\nAbility to think strategically and deal effectively with competing priorities and demands\nStrong problem solving and analytical skills\nExcellent listening skills, to enable the understanding and dissemination of requirements from varied stakeholders\nOutstanding leadership capabilities, with ability to lead, train, develop, and motivate a team\nProven ability to prioritize and re-prioritize work due to changing business/client\nQualifications\nBachelor's degree in Information Technology, Computer Science, Business Administration, or equivalent experience.\n5+ years of progressive IT support experience.\n5+ years of IT leadership experience within a service desk, end-user support, or IT operations environment.\nStrong understanding of IT Service Management (ITSM) principles and service delivery frameworks.\nExperience managing incident response, escalation processes, and operational support teams.\nDemonstrated ability to build relationships with business stakeholders and senior leadership.\nExcellent communication, organizational, and problem-solving skills.\nThe employee is expected to be punctual and ready to report to work on a consistent basis.\nThe employee will be exposed to a fast-paced environment and is expected to be able to adjust accordingly\nPreferred\nITIL Foundation certification or equivalent service management certification.\nExperience supporting multi-site or global organizations.\nExperience working with offshore and distributed support teams.\nKnowledge of hardware asset management, vendor management, and workplace technology operations.\nExperience with ServiceNow or similar ITSM platforms.\nBenefits\nBroadway 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.\nOur extensive benefits package includes:\nLaw Benefits\nPrivate insurance\nMeal Subsidy\nReferral Program\nTransportation (Starting at 4:00 PM)\nMassive Growth Opportunities\nContinuous development\nPrivileged location (City Center)\nGreat Work Environment","description_format":"text","description_chars":8449,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Continuous learning","Growth opportunities"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-14T05:36:48Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":1,"expected_fill_days":36,"reasons":["conf:0","win:early"],"computed_at":"2026-10-15T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/broadway-support-services-it-manager","json_url":"https://alion.io/job/broadway-support-services-it-manager.json","meta":{"generated_at":"2026-10-15T16:01:05Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":24413,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4421041},"rest":"https://alion.io/mcp/rest/get_company?id=4421041"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fbroadway-support-services-it-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fbroadway-support-services-it-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fbroadway-support-services-it-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/broadway-support-services-it-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fbroadway-support-services-it-manager"}]}