Information Technology Manager

Our client is seeking a dynamic and hands-on IT Manager to lead their technology operations team across application, network, server, and desktop infrastructure environments. This leader will manage the day-to-day operations of their Level 1 and Level 2 Help Desk functions, while also driving forward-looking initiatives focused on process improvement, automation, and system optimization.

This role requires a blend of strategic leadership (75%) and technical execution (25%). The ideal candidate will be passionate about delivering exceptional end-user support experiences, streamlining infrastructure, and integrating AI and automation to enhance IT operations.

• Manage and mentor the IT Support team (L1 & L2), ensuring timely and effective support across the organization.
• Establish performance metrics, coaching strategies, and career development paths for team members.

• Oversee daily Help Desk operations, ticketing workflows, escalation processes, and service-level performance.
• Identify and implement process improvements to optimize IT support efficiency and reliability.

• Coordinate with system administrators and engineers to maintain and evolve application, network, server, and desktop infrastructure.
• Ensure all systems are secure, patched, and monitored for performance and availability.

• Serve as an escalation point for complex technical issues and provide hands-on support as needed.
• Lead critical incident resolution efforts and participate in after-hours support rotations if necessary.
• Evaluate and implement AI-based tools and automation to streamline workflows and optimize system performance.
• Collaborate with cross-functional teams to align IT strategies with business goals.

• Maintain documentation for processes, systems, and standard operating procedures.
• Ensure IT operations comply with organizational security and compliance requirements.

• Experience: 7+ years of progressive IT experience with at least 3-5 years in a managerial or team lead role.
• Technical
  
  Skills:
  
  Strong foundation in desktop support, networking, system administration, and cloud/hybrid environments.
• Tools & Technologies: Familiarity with Jira, endpoint management tools, Microsoft 365, Windows Server, Active Directory, and virtualization platforms.
• AI & Automation: Experience leveraging AI (e.g., chatbots, predictive analytics, workflow automation) to improve IT support operations.
• Windows Server Administration
• Network Administration
• O365 Administration
• Experience with disaster recovery methodologies and tools

• Director

• Full-time

• Information Technology

• IT Services and IT Consulting

Location: Memphis, TN (Hybrid)