IT Manager

The IT Manager is responsible for leading the delivery of end‑user technical support services while ensuring stable, secure, and high‑performing IT operations aligned with organizational objectives. This role combines leadership, service management, and hands‑on technical oversight, supervising support staff, managing ticket operations, and serving as an escalation point for complex issues. The position collaborates with cross‑functional stakeholders, vendors, and infrastructure teams to improve service quality, maintain operational efficiency, and drive continuous improvement of IT support processes and user experience.

This list of duties and responsibilities is not intended to be exhaustive. As Second Harvest Heartland continues to grow and evolve, employees should expect that additional or modified duties, both temporary and ongoing, may be assigned as part of their role.

• Lead daily IT support operations, ensuring effective delivery of Incident, Request, Problem, and Change Management processes.
• Manage service desk performance including ticket workflows, prioritization, escalation management, and SLA compliance.
• Serve as an escalation point for complex technical issues involving endpoints, infrastructure, applications, and enterprise systems.
• Analyze service metrics, trends, and user feedback to drive continuous service improvement and incident reduction initiatives.
• Provide leadership, coaching, and performance management for IT support staff to foster technical growth and service excellence.
• Develop and maintain standardized processes, SOPs, and knowledge base documentation to support operational consistency.
• Ensure endpoint lifecycle management, patching, and support practices align with organizational security and compliance standards.
• Identify opportunities for automation and workflow optimization to improve efficiency and reduce manual effort.
• Maintain relationships with vendors, service providers, and technology partners supporting IT operations.
• Contribute to operational planning, and technology roadmap discussions supporting organizational objectives.
• Own and optimize the end‑to‑end IT onboarding lifecycle, ensuring secure and seamless provisioning of devices, identity and access setup, software deployment, and standardized workstation configuration. Partner cross‑functionally to align onboarding with security, compliance, and service delivery standards while driving process automation and delivering a high‑quality new employee technology experience.
• Manage and continuously improve IT asset governance, ensuring accurate tracking, secure provisioning, lifecycle visibility, and compliance alignment across infrastructure, collaboration platforms, telephony systems, and endpoint hardware.

• We Deliver:
  We use our head and heart to make decisions, we make the best use of donor dollars, and we achieve results safely and reliably.
• We Lead with Our Hearts:
  We keep our neighbors, partners, and teams at the center of our work. We seek to understand and anticipate their needs.
• We are all in this Together:
  We collaborate, internally and externally. We communicate openly, seeking feedback, and sharing knowledge.
• We Innovate:
  We seek out bold new ideas, we embrace change, and we commit to continuous improvement for ourselves and our work.
• We Believe our Differences Make us Stronger:
  We value inclusion and embrace the variety of backgrounds that make up our team and our community. Our different experiences and perspectives empower us to fulfill our mission.

• Bachelor’s degree in information technology, Computer Science, or related field (or equivalent experience).
• 5+ years of progressive IT support experience with demonstrated technical troubleshooting expertise.
• Prior experience leading or supervising IT support or service desk teams.
• Experience managing:
  • Incident, Request, Problem, and Change processes.
  • Service desk platforms and ticketing systems.
  • SLA monitoring and service performance metrics.
• Technical proficiency across enterprise environments including:
  • Microsoft ecosystem (Microsoft 365, Azure AD/Entra , endpoint management).
  • Networking fundamentals and infrastructure troubleshooting.
  • Endpoint lifecycle and device management practices.
• Excellent communication, stakeholder management, and organizational leadership skills.

Second Harvest Heartland is an EEO/AA Employer.