Information Technology Manager

Minnesota Wild, 317 Washington Street, Saint Paul, Minnesota, United States of America

Posted Tuesday, August 25, 2026 at 5:00 AM

Information Technology Manager - $80(K) - $105(K) annually

Position Summary: The Manager, Information Technology oversees day-to-day technical support operations, ensuring timely issue resolution, hands‑on troubleshooting, and consistent Help Desk performance for all end users. This role also manages IT infrastructure, vendor coordination, and event‑based support, while leading customer service strategies and supervising full‑time and part‑time staff. By maintaining system reliability and enabling seamless technology use across the organization, this position plays a critical role in ensuring operational efficiency and a positive user experience.

• Provide direct technical support and troubleshooting to ensure end users receive timely and effective assistance.
  • Field incoming help requests from end users via both telephone and e‑mail in a courteous manner.
  • Build rapport and elicit problem details from help desk customers.
  • Apply diagnostic utilities to aid in troubleshooting.
  • Perform hands‑on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
  • Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
  • Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Manage the Help Desk system and ensure issues are prioritized, documented, and resolved efficiently.
  • Review Help Desk issues list and ensure proper priority is assigned to tickets.
  • Manage Help Desk issue list to aid in actively closing and resolving tickets in a timely fashion.
  • Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
  • Prioritize and schedule problems.
  • Escalate problems (when required) to the appropriately experienced technician or vendor.
  • Record, track, and document the help desk request problem‑solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
  • Perform post‑resolution follow-ups to help requests.
• Support IT infrastructure management and vendor coordination to maintain and enhance the organization’s technical environment.
  • Act as the operational liaison with vendors for networking, cybersecurity, telephony, printing, endpoint management, cloud services, and event systems.
  • Support Fortinet firewalls and switching, and Cisco and Ubiquity wireless systems.
  • Support VMware, Pure Storage, and Rubrik backup systems.
  • Support Microsoft 365, Active Directory, Entra , Intune, Apple Business Manager, Datto RMM, and Connect Wise.
  • Support Zoom Phone, Zoom Contact Center, Zoom Workplace, and other enterprise platforms.
  • Assist with infrastructure planning, implementations, upgrades, documentation, and security incident escalation.
• Provide customer service and event‑based IT support while supervising full‑time and part‑time staff.
  • Develop world‑class customer service strategies and coach staff to deliver them consistently.
  • Coordinate pre‑event‑related setup and activities to ensure the team is proactively understanding and delivering on client requests.
  • Work as an IT resource on duty during events and scheduled on duty hours as required (shared responsibility).
  • Provide endpoint, network, Zoom telephony, POS, and event technology support to clients throughout the MSE campus.
  • Test fixes to ensure the problem has been adequately resolved.
  • Coordinate schedules, coverage, and responsibilities for full‑time and part‑time IT staff.
• Perform other duties as assigned.

• Bachelor's degree in Computer Science or a related field or equivalent experience.
• Certifications in Microsoft, Apple, Fortinet, Cisco, or VMware technologies preferred.

Knowledge &

Experience:

• At least five years of IT experience, including experience leading technical staff and coordinating…