IT Support Manager

Role Overview

IT Support Manager – responsible for leading and coaching a team of help desk technicians, managing daily support operations, and maintaining service quality for a North American enterprise that uses Prophet 21, M365, MDM, AD, and infrastructure tools.

• Experience in an MSP or similar collaborative environment where team members actively support one another.
• Player/coaching mix: technical depth combined with people management skills.

Onsite in Raleigh, North Carolina. Hybrid arrangement possible with up to one remote day per week.

Only candidates with permanent U.S. work authorization (citizens or Green Card holders) are considered; no sponsorship available.

• Establish a new baseline for SLA performance and customer satisfaction.
• Improve internal customer satisfaction ratings.
• Reduce recurring support incidents through root‑cause analysis and automation.
• Implement consistent ITSM processes and documentation.
• Strengthen collaboration between Support, Infrastructure, and Business Applications.
• Improve visibility via support metrics, dashboards, and executive reporting.

• Lead, coach, and develop a team of 4–6+ IT Support professionals.
• Manage daily help desk operations, ticket queues, escalations, and service performance metrics.
• Champion ITSM best practices, including Incident, Request, Problem, and Change Management processes.
• Act as the primary escalation point for complex end‑user support issues.
• Collaborate closely with other internal IT teams (Infrastructure, Security, and Business Applications) on issue resolution and project initiatives.
• Manage relationships with third‑party IT vendors and Managed Service Providers.
• Develop support documentation, knowledge base articles, and standard operational procedures.
• Support branch offices, distribution centers, and remote employees across North America.

• Minimum 7–8 years of experience with a mix of Sys Admin, Network Admin, or Tier 2/3 Help Desk roles.
• At least 4 years of ITSM experience and familiarity with ITIL best practices.
• Proficiency in M365 administration & troubleshooting; router & switch configuration; AD troubleshooting; IAM troubleshooting; and MDM troubleshooting.
• At least 4–5 years of experience with Prophet 21, ITSM & ticketing systems (SN, Fresh Desk, etc.), RMM tools, enterprise password managers, and workstation lifecycle management.