{"id":1426298,"url":"https://alion.io/job/janome-it-support-manager","title":"IT Support Manager","company":{"id":1857540,"name":"Janome","domain":"janome.com","url":"https://alion.io/company/janome-com","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"ADP","truth_index":{"grade":"B","score":75,"open_postings":3,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-01T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":85000,"max":100000,"currency":"USD","period":"year","gross":null,"usd_annual":100000},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Azure","optional":false},{"name":"Copilot","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"Microsoft Teams","optional":false},{"name":"OneDrive","optional":false},{"name":"SharePoint","optional":false},{"name":"TCP/IP","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-05-21T16:39:00Z","employer_posted_date":"2026-05-21","last_verified_at":"2026-09-29T07:25:21Z","board_verified":false,"closed_at":null,"days_open":133,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":132},"description":"The IT Support Manager oversees the daily operations and support functions of the IT department while serving as the primary onsite IT resource and liaison to the company’s Managed Service Provider (MSP). This hands-on role is responsible for end-user support, Microsoft 365 administration, ERP support coordination, onboarding/offboarding processes, device management, and overall technology support operations across the organization.\nThe position supervises one full-time IT Assistant Manager and works closely with employees, vendors, and the MSP to ensure reliable and efficient technology operations throughout the organization, including headquarters and remote locations.\nThis role will also support the company’s adoption and utilization of AI-powered business technologies, including Microsoft Copilot and other approved AI productivity tools, to improve operational efficiency, streamline workflows, and enhance employee productivity.\nESSENTIAL JOB FUNCTIONS\nManage the daily operations of the IT department and IT support functions.\nSupervise and support one IT Assistant Manager responsible for ERP support and daily operational assistance.\nFully manage and oversee the IT Help Desk ticketing system.\nProvide in-person, phone, and remote support to employees for hardware, software, Microsoft 365, ERP, connectivity, and user-access issues.\nServe as the primary internal liaison between the company and the Managed Service Provider (MSP).\nCoordinate with the MSP regarding infrastructure support, escalations, maintenance activities, cybersecurity initiatives, enterprise systems, and technology projects.\nSupport and administer Microsoft 365 services including Exchange Online, Teams, SharePoint, OneDrive, Endpoint Manager, Entra ID (Azure AD), and related technologies.\nCoordinate onboarding and offboarding activities including user account creation, licensing, permissions, device setup, and security access.\nConfigure and deploy laptops, workstations, mobile devices, printers, and related hardware.\nSupport and manage company mobile devices and mobile device policies.\nCoordinate and support remote users and locations.\nTrain and assist employees with Microsoft 365 applications, AI productivity tools, and other business technologies.\nResearch, evaluate, and support the adoption of AI-powered business tools and automation technologies to improve operational efficiency and departmental workflows.\nSupport employee training and best practices related to Microsoft Copilot and other approved AI productivity platforms.\nIdentify opportunities to streamline business processes and improve operational workflows through automation and emerging technologies.\nAssist in promoting responsible and secure use of AI technologies in accordance with company policies and data security standards.\nCoordinate with vendors regarding IT equipment, software licensing, telecommunications, and technology-related services.\nMaintain hardware and software inventory records and company-assigned devices.\nSupport ERP-related issues and coordinate with internal departments, ERP users, vendors, and the MSP as necessary.\nAssist with technology planning, process improvements, documentation, and operational efficiency initiatives.\nSome travel may be required (10-15%).\nOvertime may be required when necessary.\nQUALIFICATIONS AND REQUIREMENTS\nBachelor’s Degree in Computer Science, Information Technology, or related field preferred.\nMinimum 5 years of experience in IT support, systems administration, or IT operations management.\nPrevious supervisory or leadership experience preferred.\nExperience supporting Microsoft 365 environments including Exchange Online, Teams, SharePoint, OneDrive, Endpoint Manager, and Entra ID (Azure AD).\nExperience supporting ERP systems and business applications.\nExperience providing end-user support in both local and remote environments.\nFamiliarity coordinating with Managed Service Providers (MSPs) and third-party technology vendors preferred.\nExperience supporting Windows 11, Microsoft 365, macOS, iOS, printers, mobile devices, and related technologies.\nFamiliarity with enterprise infrastructure, backup, endpoint management, virtualization, and cybersecurity technologies in collaboration with an MSP preferred.\nStrong understanding of networking concepts including TCP/IP, Wi-Fi and remote access support.\nExperience with Microsoft Teams, SharePoint, OneDrive, and collaboration technologies.\nFamiliarity with remote support tools such as TeamViewer, or similar platforms.\nFamiliarity with AI-powered workplace technologies, automation tools, and Microsoft Copilot preferred.\nAbility to analyze business processes and recommend technology solutions that improve operational efficiency and user experience.\nStrong troubleshooting, organizational, and problem-solving skills.\nExcellent verbal and written communication skills.\nSKILLS\nStrong analytical and problem-solving abilities.\nExcellent customer service and interpersonal skills.\nStrong organizational and time management skills.\nAbility to prioritize tasks and manage multiple projects simultaneously.\nAbility to work independently and collaboratively in a fast-paced environment.\nStrong attention to detail and follow-through.\nAbility to train and support employees with varying technical skill levels.\nStrong understanding of process improvement, automation, and AI-assisted workplace technologies.\nDUTIES AND RESPONSIBILITIES\nManage and support daily IT operations and end-user technology support.\nCoordinate with the MSP regarding server administration, infrastructure maintenance, system updates, cybersecurity initiatives, backup systems, and enterprise technology support.\nAdminister and support Microsoft 365 applications and services while coordinating with the MSP on escalations, security initiatives, and system enhancements.\nCoordinate with the MSP regarding network connectivity, firewall support, wireless networking, and Internet-related issues.\nSupport onboarding and offboarding of employees including workstation setup, user provisioning, device deployment, and security access management.\nSupport and maintain laptops, desktops, printers, mobile devices, conference room technology, and related equipment.\nAssist employees with troubleshooting hardware, software, ERP, printing, connectivity, and Microsoft 365 issues.\nCoordinate and support ERP-related operational activities with internal users, vendors, and the IT Assistant Manager.\nMaintain IT documentation, inventory records, licensing records, and assigned equipment tracking.\nCoordinate with vendors regarding hardware procurement, telecommunications, licensing renewals, and support services.\nAssist with IT process improvements, workflow optimization, and technology modernization initiatives.\nSupport employee adoption and utilization of Microsoft Copilot and other approved AI productivity tools.\nEvaluate opportunities to improve operational efficiency through automation, AI technologies, and process enhancements.\nEnsure technology support activities align with company policies, operational needs, and security best practices.\nPERSONAL CHARACTERISTICS\nOrganized and detail-oriented\nMotivated and dependable\nStrong communication skills\nPatient and service-oriented\nGoal/results-oriented\nProfessional and adaptable\nHigh degree of confidentiality\nStrong leadership and team collaboration skills","description_format":"text","description_chars":7379,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Information Security"],"lifecycle":[{"event":"open","at":"2026-09-28T23:47:50Z"}],"liveness":{"score":7,"band":"cold","label":"Long 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