IT Support Manager

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IT Support Manager

We are seeking a hands-on IT Support Manager to lead our end-user support operations. This role owns the day-to-day performance of the service desk, field support technicians, hardware lifecycle management, and application support, ensuring employees across the organization have reliable, well-supported technology. The IT Support Manager will coordinate closely with Sentinel Support and other partner teams to escalate and resolve complex issues, while driving process improvements, documentation, and team development within IT Support.

Essential Duties & Responsibilities

• Team Leadership & Operations

• Manage, coach, and develop the IT support team, including field support technicians and help desk staff.

• Set priorities, assign work, and monitor team performance against SLAs and KPIs.

• Conduct regular one-on-ones, performance reviews, and staffing/scheduling for support coverage.

• Own escalation paths, ensuring critical issues are triaged and resolved promptly.

• Sentinel Support Coordination

• Serve as the primary liaison between internal IT support and Sentinel Support for escalated tickets and complex issue resolution.

• Monitor ticket queues, SLAs, and handoffs between internal teams and Sentinel Support to ensure timely resolution.

• Review recurring issues and incident trends with Sentinel Support to identify root causes and preventive fixes.

• Maintain clear communication and reporting on open, escalated, and resolved Sentinel Support cases.

• Field Support

• Oversee delivery of on-site and remote technical support for end users across all office locations.

• Ensure field technicians follow standardized troubleshooting, ticketing, and documentation procedures.

• Manage vendor and contractor relationships supporting field support activities where applicable.

• Track and report on field support metrics, including resolution time, ticket volume, and customer satisfaction.

• Hardware Distribution & Lifecycle Management

• Manage end-to-end hardware lifecycle: procurement, imaging, deployment, tracking, refresh, and retirement/disposal.

• Maintain accurate hardware inventory and asset management records.

• Coordinate new-hire equipment provisioning and offboarding equipment recovery.

• Develop and enforce standards for hardware configuration, security, and compliance.

• Manage relationships with hardware vendors and negotiate procurement terms as needed.

• Application Support

• Oversee first- and second-line support for core business applications, coordinating with application owners and vendors as needed.

• Maintain and improve knowledge base articles, runbooks, and self-service resources for common application issues.

• Partner with IT and business teams on application rollouts, patches, and upgrades, ensuring support readiness.

• Track application-related incidents and identify opportunities for training or process improvement to reduce recurring issues.

• Process & Documentation

• Design, document, and continuously improve IT support processes, procedures, and standard operating procedures (SOPs).

• Develop and maintain a comprehensive knowledge base for the support team and end users.

• Establish and monitor KPIs/metrics for support performance, hardware turnaround, and customer satisfaction.

• Prepare regular reporting for IT leadership on support trends, risks, and improvement initiatives.

Required Skills & Experience

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
• 4+ years of experience in IT support, service desk, or desktop support, including 1-2+ years in a leadership or team lead capacity.
• Demonstrated experience managing hardware lifecycle and asset management processes.
• Experience supporting business applications and coordinating with vendors or internal application teams.
• Strong understanding of ITIL-based service management practices (incident, request, and problem management).
• Excellent leadership, coaching, and people-management skills.
• Strong communication skills, with the ability to work across technical and non-technical audiences.
• Technical Skills & Tools
• ITSM / Ticketing: ServiceNow, Jira Service Management, Freshservice, or equivalent
• Endpoint Management: Microsoft Intune, SCCM, JAMF, or equivalent
• Asset Management: TAM tools, inventory tracking systems
• Collaboration: Microsoft 365, Teams, SharePoint
• Documentation: Confluence, SharePoint, knowledge base platforms

Preferred Qualifications

• ITIL Foundation certification.
• Experience with ticketing/ITSM platforms (e.g., ServiceNow, Jira Service Management, Freshservice).
• Experience with endpoint management and imaging tools (e.g., Intune, SCCM, JAMF).
• Familiarity with IT asset management (ITAM) tools and processes.
• Experience managing a distributed or multi-site support team.
• Leadership - Motivates and develops a high-performing support team.
• Customer Focus - Prioritizes end-user experience and timely issue resolution.
• Organization - Manages competing priorities across support, hardware, and application workstreams.
• Communication - Clearly conveys technical information to varied audiences and leadership.
• Problem-Solving - Identifies root causes and drives sustainable fixes rather than one-off patches.
• Collaboration - Builds strong working relationships with Sentinel Support, vendors, and internal stakeholders.

Apply Today

Send your resume to abloom@sylvan-inc.com

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