Information Technology Manager

Optomi, in partnership with a leading organization, is seeking a hands-on IT Manager to lead Service Desk operations while driving continuous improvement across IT support processes, incident management, and service delivery. This role is ideal for a technical leader who enjoys balancing people management with day-to-day operational involvement, helping modernize support processes, improve documentation, automate manual tasks, and elevate the overall end-user experience.

The IT Manager will oversee a distributed Service Desk supporting more than 1,000 users across multiple offices and remote locations. Working closely with IT Operations leadership, this individual will lead major incident response efforts, develop ITIL-aligned processes, analyze service metrics, and identify opportunities to improve efficiency and scalability. The ideal candidate is a collaborative leader who is comfortable rolling up their sleeves, mentoring team members, and implementing practical solutions that improve service delivery.

Key Responsibilities:

• Lead the daily operations of the IT Service Desk, ensuring timely resolution of technical issues and exceptional customer support.
• Manage, mentor, and develop a team of Service Desk professionals, fostering a collaborative and high-performing culture.
• Drive continuous improvement initiatives across Service Desk operations, documentation, workflows, and support processes.
• Evaluate existing support practices and recommend operational improvements, automation opportunities, and industry best practices.
• Lead incident response efforts, coordinate major outage communications, and facilitate root cause analysis (RCA) activities.
• Develop and enhance Incident Management, Problem Management, and Change Management processes aligned with ITIL best practices.
• Monitor Service Desk performance through KPIs, SLAs, and reporting to identify trends and improve service delivery.
• Create and maintain technical documentation, knowledge base articles, operational procedures, and support standards.
• Partner with Infrastructure, Cloud, Security, and Technology teams to ensure efficient issue resolution and cross-functional collaboration.
• Support Microsoft-centric technologies including Active Directory, Microsoft Entra , Microsoft Intune, Microsoft 365, and Windows environments.
• Utilize Power Shell and automation tools to improve operational efficiency and reduce repetitive administrative tasks.
• Assist with business continuity planning, outage management, and operational readiness initiatives.
• Support additional technology initiatives and operational projects as needed.

Qualifications:

• Experience in IT Support, Service Desk, or IT Operations.
• Experience leading or supervising a technical support or Service Desk team.
• Strong understanding of ITIL principles, IT Service Management (ITSM), and Incident Management best practices.
• Experience managing major incidents, outage communications, escalation management, and root cause analysis.
• Proven ability to improve Service Desk operations through process optimization, documentation, automation, and KPI reporting.
• Experience supporting Microsoft enterprise environments, including Active Directory, Microsoft Entra  (Azure AD), Microsoft Intune, Microsoft 365 / Office 365, Windows operating systems
• Working knowledge of Power Shell scripting and task automation.
• Familiarity with cloud platforms, preferably AWS.
• Experience supporting remote users across multiple office locations.
• Strong communication skills with the ability to work effectively with technical teams, leadership, and business stakeholders.
• ITIL Foundation certification is preferred but not required.
• Associate’s degree in information technology or a related field required;
  Bachelor's degree preferred.