IT Support Manager

• The Manager, IT Technology Support is responsible for leading and optimizing the organization’s technical support operations to deliver exceptional service to end users
• This role oversees the technical support team, implements service management best practices, and ensures the efficient delivery of IT support services aligned with organizational objectives
• The Manager develops and maintains support processes, manages vendor relationships, and drives continuous improvement initiatives while upholding the highest standards of service excellence and organizational values
• The Manager, IT Technology Support leads all aspects of technical support operations, including managing and developing high-performing IT support teams while establishing clear performance metrics, service level agreements, and continuous improvement initiatives
• This position translates IT strategic initiatives into practical support operations by identifying and executing operational improvements that enhance the end-user experience
• The Manager implements and optimizes critical IT support processes such as incident management, problem resolution, and knowledge base development to ensure efficient service delivery
• Responsibilities include comprehensive IT asset management, oversight of support ticketing systems, and development of self-service solutions that improve operational efficiency
• The Manager maintains IT security protocols and ensures compliance with data protection regulations as they relate to technology support services
• This role requires strong financial acumen to manage support operation budgets, forecast resource needs, and optimize technology investments
• The Manager serves as a key communicator, translating technical concepts for non-technical stakeholders and effectively managing escalated support issues
• Additionally, this position oversees vendor management activities, maintaining productive relationships with IT service providers to ensure quality support delivery
• Throughout all activities, the Manager upholds and models company values while fostering a culture of service excellence and holding team members accountable to organizational standards

Benefits

• Medical Coverage: We offer two comprehensive medical plans, a PPO and an HDHP, designed to prioritize the well-being of our team members
• Dental Coverage: HMO and PPO dental plans are aimed at promoting optimal oral health and reducing costs
• Vision Coverage: Our vision plan offers access to a wide range of in-network and out-of-network providers
• Flexible Spending Accounts: Maximize savings and use pre-tax dollars to pay for medical and dependent care expenses
• Health Savings Account: This tax-advantaged savings account allows team members to set aside pre-tax funds to cover qualified medical expenses
• Life and AD&D Insurance: Comprehensive Basic and Supplemental Life and Accidental Death and Dismemberment (AD&D) insurance offers financial protection to your family
• Disability Insurance: Short-term and long-term disability insurance provides wage replacement should you suffer a disability that prevents you from working
• 401K Profit Sharing Plan: Employees may contribute 1% to 100% of base salary up to the annual IRS maximum. Employer match provided with a 5-year vesting schedule
• Employee Assistance Program: Confidential service available 24/7 that provides assessment, counseling, resources and referrals to employees
• Professional Development / Educational Reimbursement Plan: Reimbursement for undergraduate and graduate tuition, books and fees.- Our mission is driven by an unyielding commitment to advancing space-based technology in service of our customers and safeguarding national security. We seek individuals who are passionate about innovating beyond boundaries and relentlessly pursuing solutions that protect, preserve and empower – to join us in this critical mission
• We’re looking for team members who align with our values, mission and goals – while also meeting the minimum qualifications below. The preferred qualifications are a bonus, not a requirement
• Strong understanding of IT security protocols and data protection regulations
• Proven ability to implement service management best practices in technical support operations
• Several years of relevant IT support experience with a significant portion in a managerial or leadership role
• Excellent communication skills with ability to convey technical concepts to non-technical audiences
• Bachelor’s degree in Computer Science, Information Technology, Business Administration, or related field (or equivalent work experience in lieu of degree)
• Experience with IT asset management and support ticketing systems
• Demonstrated experience managing and developing IT support teams
• Comprehensive knowledge of IT infrastructure components and ITIL framework
• ITIL certification (Foundation, Practitioner, or higher)
• Experience establishing and monitoring service level agreements and performance metrics
• Track record of implementing continuous improvement initiatives in IT support environments
• Experience developing and maintaining knowledge base systems and self-service solutions
• Demonstrated success in managing support operation budgets and optimizing technology investments
• Experience driving operational initiatives that measurably enhance end-user experience
• Strong vendor management experience with IT service providers
• Background in developing incident management and problem resolution frameworks- Application Deadline: This role will remain posted until a qualified pool of candidates is identified