IT Support Manager

Job Summary

The IT Support Manager is responsible for overseeing the day-to-day operation, support, maintenance, and continuous improvement of the organization's IT infrastructure. This role combines leadership, vendor management, and hands-on technical expertise across desktop, server, network, and cloud environments. The IT Support Manager serves as the primary liaison for the organization's Managed Service Provider (MSP), ensuring service quality, accountability, and alignment with business objectives while also providing direct technical support and developing tools, automation, and processes that enhance operational efficiency.

Key Responsibilities

IT Operations & Support

• Provide hands-on support and troubleshooting for desktops, laptops, mobile devices, printers, and peripheral equipment.
• Administer and support Windows and/or Linux server environments, including installation, maintenance, monitoring, patching, and performance optimization.
• Manage and troubleshoot network infrastructure including switches, routers, firewalls, wireless networks, VPNs, and internet connectivity.
• Lead resolution of complex technical incidents and serve as the escalation point for critical issues.
• Ensure high availability, reliability, and security of IT systems and services.
• Maintain documentation for infrastructure, procedures, configurations, and support processes.

Managed Service Provider (MSP) Management

• Act as the primary point of contact for third-party MSP partners.
• Monitor MSP performance against established Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Coordinate support activities between internal stakeholders and external service providers.
• Review service reports, identify areas for improvement, and drive corrective actions.
• Ensure MSP resources align with organizational priorities, security standards, and compliance requirements.

Infrastructure Management

• Oversee the administration of Active Directory, Microsoft 365, cloud services, email systems, and identity management platforms.
• Manage backup, disaster recovery, business continuity, and cybersecurity initiatives.
• Plan infrastructure upgrades, migrations, and technology refresh projects.
• Monitor system performance, capacity, and resource utilization to proactively address issues.

Automation & Tool Development

• Design, develop, and maintain tools, scripts, and automation solutions to improve IT operations and user experience.
• Automate routine administrative tasks, monitoring, reporting, software deployment, and system maintenance processes.
• Develop dashboards and reporting solutions to provide visibility into system health, support metrics, and operational performance.
• Evaluate emerging technologies and recommend solutions that enhance efficiency, security, and scalability.
• Support integration efforts between business applications and infrastructure platforms.

Leadership & Continuous Improvement

• Establish and maintain IT support processes based on industry best practices.
• Develop service improvement initiatives focused on reducing downtime and increasing customer satisfaction.
• Collaborate with business stakeholders to understand operational needs and technology requirements.
• Manage IT assets, licensing, inventory, and lifecycle planning.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent professional experience.
• 5+ years of progressive IT support and infrastructure experience.
• 2+ years of experience managing vendors, MSPs, or outsourced IT service providers.
• Strong hands-on experience supporting:
• Windows desktop environments
• Windows Server and/or Linux servers
• Active Directory and Microsoft 365
• Network infrastructure including switches, routers, firewalls, and wireless technologies

• Experience with PowerShell, Python, or other scripting/automation tools.
• Strong troubleshooting and problem-solving skills.
• Excellent communication, documentation, and customer service skills.

Preferred Qualifications

• Experience with Azure, AWS, or hybrid cloud environments.
• ITIL, Microsoft, Cisco, or CompTIA certifications.
• Experience with RMM, ticketing, monitoring, and endpoint management platforms.
• Familiarity with cybersecurity frameworks and compliance requirements.
• Experience developing custom support tools, automation workflows, or internal applications.

Key Competencies

• Technical Leadership
• Vendor & MSP Management
• Infrastructure Administration
• Network Troubleshooting
• Automation & Process Improvement
• Project Management
• Customer Service Excellence
• Strategic Planning
• Problem Solving & Decision Making

Success Metrics

• Achievement of IT service availability targets.
• MSP performance meeting or exceeding SLA requirements.
• Reduction in support ticket resolution times.
• Increased automation of recurring IT tasks.
• Improved end-user satisfaction scores.
• Successful delivery of infrastructure and technology improvement projects.

Benefits

• Blue Cross Blue Shield Medical insurance (PPO and HDHP with HSA) w/ Prescription Coverage.
• Dental PPO Insurance
• Vision PPO Insurance
• Short-Term & Long-Term Disability Insurance
• Company Paid Life Insurance and AD & D - Including options to add on additional life insurance for yourself, spouse & children.
• Critical Illness Insurance
• Accident Insurance
• 401(k) Fidelity Plan with strong employer match
• Personal Retirement Advisor
• Generous PTO Policy and 9 Paid Holidays per year
• 100% Tuition Reimbursement for Job-Related Classes
• Personal Protective Equipment reimbursement (safety glasses, shoes, etc.)
• Uniform Rental Service
• Employee Events

Due to ITAR regulations, only U.S. persons-defined as U.S. citizens, lawful permanent residents (Green Card holders), and U.S. nationals-are eligible for this position.

*We are an Equal Employment Opportunity ("EEO") Employer. Applicants can learn more about Prince's status as an equal opportunity employer by viewing the federal "EEO is the Law" poster ( )