National IT Support Manager

Job Description

Our client is seeking a National IT Support Manager to lead and develop a distributed IT support organization responsible for supporting care centers and corporate operations across the United States.

This individual will oversee daily support operations, manage a team of approximately 15 technicians and leaders, establish IT service management standards, and drive continuous improvement initiatives across the organization. The role requires a strong people leader who can balance operational oversight, process improvement, customer service, and strategic thinking.

This position is ideal for a candidate who enjoys building scalable processes, leading remote teams, analyzing operational metrics, and creating a high-performing support organization

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.

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• 5+ years of IT leadership, Service Desk Management, or IT Operations Management experience.
• Experience managing remote and geographically dispersed technical teams.
• Strong understanding of ITSM frameworks and service delivery best practices.
• Experience utilizing ticketing systems such as Service Desk Plus, Service Now, or similar platforms.
• Demonstrated ability to analyze support metrics and implement process improvements.
• Experience creating operational documentation, policies, and procedures.
• Excellent communication, leadership, and organizational skills.
• Ability to manage multiple priorities in a fast-paced, multi-site environment. Healthcare industry experience.
• Experience supporting multi-location organizations.
• Infrastructure, systems administration, or network support background.
• Change management experience.
• Exposure to electronic medical record (EMR/EHR) environments.
• Service Now experience.