IT Support Manager

You will set the IT Support strategy and roadmap, lead and develop the support team, and improve service delivery. You will manage Microsoft 365 and identity platforms, strengthen access controls, oversee device lifecycle processes, and collaborate on governance and IT solutions.

Responsibilities

• Set the strategic direction and multi-year roadmap for IT Support
• Lead, hire, develop, and manage the IT Support team
• Improve user experience, proactive support, and measurable business impact
• Ensure SLA adherence across P1–P5 ticket tiers in Jira Service Management
• Review KPIs weekly and report trends to IT leadership monthly
• Build the IT Help Center, including workflows, self-service content, and automation
• Maintain escalation paths, on-call coverage, and incident-response procedures
• Own device procurement standards, imaging, Intune enrollment, and decommissioning
• Implement automation and AI-enabled support opportunities
• Own Microsoft 365, Entra ID, Intune, and Exchange Online
• Drive Conditional Access, PIM role tiering, and zero-trust implementation
• Escalate complex Microsoft 365 and identity issues
• Support identity lifecycle projects and PIM policy rollout
• Participate in change-control review and enforce change-control requests
• Translate cross-functional business requirements into IT solutions

Requirements

• 8+ years leading an IT support or service desk function
• Experience with team leadership, hiring, and performance management
• Experience building or transforming support tooling, processes, or culture
• Experience with SLA-based service delivery
• Working knowledge of Microsoft 365 administration and identity concepts, including Entra ID, Intune, and Conditional Access
• Strategic planning ability
• Executive-level communication skills

Benefits

• Bonus
• Yearly equity grant
• Health and wellness benefits
• Retirement savings with company contribution
• Employee referral program