IT Service and Support Manager

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.

• 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.

• 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)

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