IT Support Manager

Title: IT Support Manager
Duration: Full-Time
Direct-hire / Contract: Direct-Hire
Location: Gilbert, AZ (Onsite)
Salary Range: $120,000-$150,000

Summary:
We are looking for an experienced IT Support Manager who can take ownership of daily support operations across several locations. This role leads a team responsible for resolving technical issues, maintaining system stability, and delivering a reliable support experience to both office and field personnel. The ideal candidate brings a balance of hands-on troubleshooting skills and strong leadership capabilities, helping create efficient processes and elevate overall service quality. This person should be comfortable in a fast-moving environment and able to introduce structure, improve workflows, and guide the team through growth. Close collaboration with IT leadership is expected, especially around incident management, planning, and operational improvements.

Responsibilities:

• Supervise, coach, and support IT Technicians working across multiple sites.

• Manage ticketing queues, prioritize tasks, and maintain consistent service levels.

• Serve as the primary escalation resource for advanced technical issues.

• Oversee workstation and device lifecycle, including imaging, deployment, updates, and standards.

• Manage account provisioning, permissions, and security configurations within AD and M365.

• Provide support for field technology, including rugged hardware and jobsite connectivity.

• Strengthen ITIL-aligned practices, process documentation, and knowledge resources.

• Monitor key performance metrics related to support responsiveness and user satisfaction.

• Coordinate with infrastructure, systems, and network teams during incidents.

• Work closely with operational leaders to understand technology needs and address issues.

• Handle vendor coordination, purchasing, and asset management activities.

• Uphold organizational technology, security, and compliance standards.

Skills:

• 5-7 years of IT support experience, including 2 years managing or leading teams.

• Strong proficiency in troubleshooting Windows environments, O365, Active Directory, and basic networking.

• Background supporting users across multiple locations or distributed teams.

• Familiarity with ITIL principles and service desk/ticketing tools.

• Excellent communication skills and the ability to work effectively with various stakeholders.

• Experience supporting field teams or industrial/worksite environments is a plus.

• Knowledge of MDM solutions, VPN, firewall basics, and connectivity tools.
  

Desired Skills and Experience

Skills:

5-7 years of IT support experience, including 2 years managing or leading teams.

Strong proficiency in troubleshooting Windows environments, O365, Active Directory, and basic networking.

Background supporting users across multiple locations or distributed teams.

Familiarity with ITIL principles and service desk/ticketing tools.

Excellent communication skills and the ability to work effectively with various stakeholders.

Experience supporting field teams or industrial/worksite environments is a plus.

Knowledge of MDM solutions, VPN, firewall basics, and connectivity tools.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county, to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.