Information Technology Manager

Manager, Corporate IT Operations

Job Summary

The Corporate IT Operations Manager oversees the day-to-day operations of the Corporate IT team, ensuring timely and effective resolution of technical issues while providing strategic leadership and guidance to staff. This role manages a distributed team across three time zones, requiring a leader who is both technically elite and managerially sound. The Manager is responsible for coordinating support activities, handling escalated tickets, and collaborating with other IT teams to maintain smooth system functionality across the organization. We are seeking a naturally curious, autonomous professional who can manage helpdesk projects independently and serve as a high-level technical mentor to the existing team.

Key Responsibilities

• Distributed Team Leadership: Lead and supervise a team of technicians across multiple time zones, ensuring they provide high-quality technical support to both local and remote end-users.
• Technical Mentorship: Serve as the final escalation point for complex support issues, providing hands-on guidance to team members to enhance their technical skills and efficiency.
• Team Project Management: Act as the primary owner for Corporate IT and helpdesk-related projects, executing them without the need for direct intervention from senior leadership
• Vendor Management: Manage relationships with external service providers, hardware software vendors to ensure service levels are maintained and renewals are handled proactively.
• Process Evolution: Continuously assess and recommend improvements to processes, workflows, and technology—with a specific focus on automation—to enhance service efficiency
• Operational Oversight: Oversee the timely and efficient resolution of IT support tickets and issues, prioritizing based on urgency and impact.
• SLA & Performance Tracking: Monitor ticket queues and adjust staffing levels as necessary to ensure service level agreements (SLAs) are met.
• Strategic Communication: Maintain frequent communication with management regarding helpdesk performance, user satisfaction metrics, and project milestones.
• Cross-Functional Coordination: Collaborate with other IT departments (e.g., Network, Security, Systems) to resolve issues that require cross-functional support.
• Staff Development: Provide performance reviews, feedback, and individualized development plans to helpdesk staff to enhance skills and improve productivity.
• Talent Management: Lead the hiring, training, and onboarding process for new helpdesk personnel.
• Documentation Standards: Ensure all helpdesk documentation, including knowledge base articles and ticket logs, are accurate, accessible, and up to date.
• Policy Compliance: Ensure strict team adherence to IT policies, procedures, and industry best practices.

Qualifications

• Investigative Mindset: Naturally inclined to ask "why" to distinguish between user "needs" versus "wants," and to perform deep-dive root cause analysis for permanent resolutions.
• Innate Curiosity: A self-starter with a natural curiosity regarding emerging technologies, process improvement, and the "how" behind technical systems.
• Proven Leadership: Minimum of 2-3 years in a supervisory or leadership capacity within a technical support or helpdesk environment.
• Technical Mastery: Proven experience with modern IT management tools, specifically:
• Microsoft products: Entra AD, Autopilot, Endpoint Manager, and MDM.
• Other corporate-IT tools: NinjaOne, Jamf Pro, ServiceNow
• Advanced Problem Solving: Excellent analytical skills and the ability to troubleshoot a wide range of complex technical issues.
• ITSM Proficiency: Familiarity with ticketing systems, remote support tools, and IT Service Management (ITSM) practices.
• Self-Directed Management: Demonstrated ability to manage multiple priorities and projects independently in a fast-paced environment.
• Customer Excellence: Strong communication skills, both verbal and written, with a customer-service-oriented mindset.

Preferred Skills

• Enterprise Systems: Experience with enterprise-level systems and support tools.
• Environment Expertise: Familiarity with Active Directory, Microsoft Office 365, and other common enterprise IT environments.
• Global Support: Experience managing remote teams or support structures across different geographic regions/time zones.

Work Environment

• Location: This is an office-based role.
• Availability: Availability during business hours with occasional after-hours or weekend support, based on team needs.