IT Support Manager

Annual salary range for this position is  USD. Hybrid position in Wayne, PA.

Interested in a career that bridges the gap between Supply Chain and Technology?

Elemica, an award-winning, digital supply chain company in the SaaS community, is seeking an experienced IT Support Manager. This is an opportunity to join a growing company of talented and committed individuals, unified in the common goal of exceeding our client’s expectations.

At Elemica, we believe that embodying our values is essential for all team members. These qualities show up in our interactions with each other, our clients, and our collective community:

• Curiosity – we delight in the discovery of new challenges and feel compelled to solve them
• Integrity – We are relatable and trustworthy; steadfast in our commitment to our colleagues, clients, and partners
• Accountability – We show up and deliver measurable, meaningful business value. Consistently.
• Passion – We have a shared enthusiasm for transforming our clients’ supply chain

• Flexible work locations
• Inclusive parental leave policy that supports all parents and careers
• Health & Voluntary/Pet Insurance Options
• Paid Time Off & Holidays
• Retirement savings and bonus programs
• Quarterly employee engagement events
• Wellness & Mental Health Initiatives
• Generous Employee Referral Program

Reporting to the Vice President of IT, the IT Support Manager manages a globally diverse team of IT Support Specialists. This role is responsible for mentoring, training, and conducting performance evaluations, as well as ensuring the delivery of high-quality IT support across the organization.

• 3-5 years leading and supporting a team of IT Help Desk Technicians and Systems Administrators
• Monitor ticket volume, performance metrics, and customer satisfaction; develop and maintain daily, weekly, and monthly reports to identify trends and drive continuous improvement
• Develop, analyze, and present regular reports on team productivity, ticket trends, and customer satisfaction to leadership
• Set and enforce customer service standards; collect and analyze customer feedback to enhance IT support and overall user experience
• Systematically gather, analyze, and act on customer feedback to improve service quality
• Communicate with internal customers, providing in-person and remote support as needed
• Promote and manage self-service portals and automated solutions for common issues
• Manage escalations, ensuring timely resolution and root cause analysis
• Recommend and implement operational improvements to increase team efficiency and service quality
• Ensure 24x7 support coverage, including scheduling and resource allocation
• Oversee asset management and inventory, ensuring accurate tracking and lifecycle management
• Work directly with HR to ensure timely onboarding and offboarding of employees and contractors
• Define, implement, and regularly update processes and procedures for supporting all departments.
• Maintain and promote an up-to-date technical support knowledge base; encourage knowledge sharing within the team
• Conduct annual performance evaluations and regular coaching for all direct reports
• Travel to remote offices to ensure policy adherence and consistent service delivery
• Maintain and optimize core backoffice systems infrastructure (Microsoft 365, Active Directory, Intune, Auto Pilot, Azure, Antivirus), including performance tuning, reporting, capacity planning, and patching
• Provide support to business/operations teams for both projects and day-to-day operations
• Develop and implement efficient operations management processes, including customer service support, availability and performance monitoring, and security for all systems and infrastructure
• Reference and implement ITIL or similar frameworks for incident, problem, and change management
• Ensure compliance with data privacy, security policies, and relevant regulations in all help desk operations
• Carefully plan and execute change controls to avoid customer impact while meeting agreed-upon Service Level Agreements (SLAs)
• Liaise with other departments to resolve cross-functional issues and improve IT support strategies
• Stay current…