Senior IT Manager

At Hayes, the Sr IT Manager of the Support team leads a group committed to customer service and always eager to help others.

• Manage the support of end user service requests and technical issues.
• Provide technical expertise for both tactical and strategic projects.
• Implement operational best practices and continuous Service Management improvement.
• Ensure SLA’s are met and strive for a near 100% customer satisfaction rating.
• Provide detail and summary reporting for key metrics.
• Lead, coach, and develop team members.

• Develop departmental goals, objectives, and operating budgets.
• Oversee the provisioning, deployment, management and tracking of all end user equipment and hardware.
• Lead direct reports, provide challenging assignments, training, and career opportunities.
• Develop action plans for improving productivity, service responsiveness and cost efficiencies.

• Manage device lifecycle replacement standards.
• Ensure all technical resolutions are documented and organized in a knowledgebase for easy end user reference.
• Stay current in end user support, management, technologies, policies, and procedures.
• Make recommendations to improve operational efficiency to department head.

• Promote self-service tools, automation, and the knowledgebase as tools to improve service levels, end user satisfaction, and productivity.
• Develop, manage, measure and report on key metrics, including customer satisfaction, average response time, and end user productivity.
• Act as the single point of escalation for all Support related incidents.
• Duties as assigned or required by executive leadership or direct supervisor.

• Communication
  
  Skills:
  
  Ability to communicate effectively with both technical and non-technical stakeholders. Includes verbal and written communication, active listening, and the ability to explain complex technical concepts in simple terms.
• Customer Service Orientation: Maintain strong focus on providing excellent customer service and ensuring a positive user experience. Includes empathy, patience, and commitment to resolving issues in a timely and satisfactory manner.
• Problem-Solving And Decision-Making: Ability to analyze situations, identify root causes, and make informed decisions to resolve issues and improve service delivery. Includes critical thinking, creativity, and balance short‑term fixes with long‑term solutions.
• Change Management: Ability to manage and adapt to change within IT environment and organization. Includes leading the team through transitions, implementing new technologies or processes, and fostering culture of continuous improvement.
• Project Management: Skills in planning, organizing, and managing resources to achieve specific goals. Important for overseeing IT projects, coordinating with other departments, and ensuring initiatives are completed on time and within budget.
• Strategic Thinking: Ability to align the helpdesk operations and initiatives with broader organizational goals. Includes understanding business objectives, identifying opportunities for IT to add value, and contributing to overall strategy.

• Bachelor's degree in computer science, information technology, or relevant technical experience or industry experience.
• ITSM certification preferred.
• Technical certifications favored.
• Familiarity with technical systems such as:
  Zendesk, Active Directory, Microsoft Azure, Salesforce, Ninja One, Microsoft Intune, and Microsoft 365.

• 4+ Years in a help desk or technical support role.
• 2+ Years in a supervisory or leadership position.

This is a full‑time in‑office position with the exception of on‑call and essential job functions that require travel to any remote corporate office or event. Office hours are assigned by department head.