IT Support Manager

Job Description:
Ready to step into a role where technology meets purpose? We’re seeking an IT Support Manager who leads with a service-first mindset empowering clinical and administrative teams with seamless tools that support life-changing care. Reporting to the Director of Cloud Ops & Support, you’ll lead and develop a team of IT Support Specialists while owning the full support lifecycle from optimizing ticket workflows to driving high first-call resolution and service excellence. You’ll also serve as the key escalation point and subject matter expert across mission-critical systems, including EHR, Cisco/Meraki networks, Google Workspace, and Workday. In this highly visible role, you’ll partner with leadership and ensure the organization’s technology environment runs efficiently and effectively. If you’re a hands-on leader who thrives on developing people and driving impact through technology, this is your opportunity to make a difference.

Requirements:
• 2-4 years of experience as an IT Support or Helpdesk Manager – Proven ability to coach, mentor, and develop junior team members while driving performance and accountability. Experience implementing ITIL best practices to support service delivery and continuous improvement

• Recent Hands-On Technical Experience with ability to act as an escalation point for L2/L3 issues – Experience supporting executives + environments with ~1,400 end users

• Microsoft 365 Experience – Experience with device management, including Windows imaging and endpoint support. Active Directory user lifecycle management, Group Policy, identity governance, Azure AD integration, and serving as an escalation point for complex access and authentication issue (on-prem and/or hybrid environments preferred)

• Networking & Infrastructure Support – Ability to oversee installation, maintenance, and lifecycle management of network equipment. Troubleshooting connectivity, ports, and remote site issues for Cisco Meraki or similar environments

• Service Desk Operations & Optimization – Experience managing high-volume ticketing environments (100–150 tickets per week). Proven ability to own the end-to-end support lifecycle, optimize workflows, and improve first-call resolution rates

Nice to have:
• Experience with Google Workspace, including Chromebook deployment, zero-touch provisioning, and authentication

• Exposure to cloud platforms such as Azure or Google Cloud

• Understanding of HIPAA and data confidentiality best practices

• Experience with MDM tools and device management platforms

• Familiarity with Workday or similar enterprise systems

Responsibilities:
• Lead, mentor, and develop the IT Support Specialists and Technology Trainers, fostering a culture of accountability, collaboration, and continuous learning

• Own the support desk operations, managing tickets end-to-end, optimizing workflows, and ensuring high first-call resolution in a high-volume environment

• Act as the primary escalation point for complex technical issues across Microsoft 365, Active Directory, networking (Cisco/Meraki), and end-user systems

• Support and maintain mission-critical systems including EHR, Google Workspace, and Workday, ensuring reliability and alignment with organizational needs

• Drive process improvements and training initiatives to enhance user adoption, optimize support delivery, and improve overall service quality

• Oversee hardware and infrastructure deployment, maintenance, and lifecycle management, ensuring secure and scalable technology operations