What are the responsibilities and job description for the IT Service and Support Manager position at Badger Daylighting Corp.?
The Information Technology (IT) Services and Support Manager provides leadership, direction, and development of the IT helpdesk and end-user support organization. This position is responsible for managing ServiceNow as the enterprise ITSM platform, overseeing helpdesk operations, and driving efficient, trusted end-user experience. The essential purpose of this role is to ensure employees can work seamlessly by delivering responsive, high-quality IT support while leveraging AI-driven automation to enhance day-to-day service delivery and operational efficiencies.
The compensation for this position will be commensurate with education or work experience.
Responsibilities
What You'll Be Doing:
- Owns, manages, and optimizes the ServiceNow ITSM platform, including configuration, workflows, catalog items, SLA definitions, reporting dashboards, and continuous improvement initiatives.
- Identifies, prioritizes, and implements IT support improvement initiatives, including ServiceNow enhancements, AIenabled automation, selfservice portal development, and process optimization to reduce resolution times and improve experience.
- Provides oversight for enduser support across all Microsoft 365 products, enterprise applications, and collaboration platforms, ensuring timely, effective issue resolution.
- Manages, supports, and provides technical expertise for Microsoft 365 and related services, including Exchange, Teams, OneDrive, SharePoint, Azure AD, Power Platform, Project Online, Security and Compliance, and associated services.
- Oversees and manages Microsoft Endpoint Management, including device management, Intune and Autopilot environments, application packaging and deployment, Windows patching, and hardware specification standards. Partners with third-party vendors to coordinate and deliver hardware support for field and enterprise environments.
Qualifications
What We're Looking For:
- Education: Bachelor’s degree in information technology, computer science, or a related field preferred 5-7 years of experience in IT support management, including helpdesk operations, ServiceNow ITSM administration, and Windows operating system support.
What You'll Need for Success:
- Experience with ServiceNow platform administration including catalog design, workflow configuration, reporting, and CMDB management. Extensive successful configuration and management experience in Office 365 products (Exchange, OneDrive, Teams, Intune, SharePoint, etc.) as well as Active Directory/Intune policy implementation and troubleshooting.
If you feel you don’t have the experience listed above, but still think you are qualified for the job, we encourage you to apply for consideration.
What You'll Get In Return:
- Generous salary and bonus program(s)
- Low-cost Medical, Dental, and Vision insurance
- Retirement plan with employer matching contributions
- Attractive vacation programs
- Inclusive Group Life insurance
- Supportive Employee Assistance Program (EAP) that allows for covered behavioral health visits
- Rewarding employee referral program
- Valuable employee training program(s)