IT Manager of End User Systems & Support

This position reports to the Sr. Director of IT and works cross-functionally with departments across the company. The Technology Manager, End User Systems & Support, leads end-user service delivery across all company locations and is responsible for providing a responsive, reliable, and well-managed support experience for office, manufacturing, warehouse, and remote personnel.

This role combines team leadership, operational ownership, and hands-on technical understanding. In addition to managing service desk and desktop support functions, the Technology Manager serves as an escalation point for more complex end-user issues and partners closely with infrastructure, security, and application teams to improve service quality, end-user experience, and support effectiveness.

• Supports 400 end-users across all company locations throughout the United States. Our environment includes office, manufacturing, and warehouse personnel.
• Leads the day-to-day activities of Bigelow Tea’s Information Technology (IT) End User Systems & Support which includes monitoring and managing desktop support, general IT service desk issues, and VIP support functions to ensure optimal service. Provides hands-on technical support, when needed.
• Ensuring that systems, procedures, standards, and methodologies are in place to support outstanding support services delivery.
• Technology support for corporate conferencing/videoconferencing and ensuring the readiness of meeting room resources, such as presentation software and audiovisual systems., * Lead continuous improvement of end-user support services, service desk processes, and overall technology experience across the organization.
• Help shape roadmaps for end-user systems, support workflows, meeting room technology, and service enhancements.
• Monitor service performance, customer satisfaction, and operational trends; implement improvements where needed.
• Ensure standards, procedures, and support practices are in place to deliver consistent, high-quality service.

TEAM LEADERSHIP AND PROJECT EXECUTION

• Lead, coach, and develop the IT Service Desk team to provide responsive, professional, and effective support.
• Assign and prioritize work based on business needs, ticket volume, project demands, and staff capacity.
• Lead or support approved projects related to end-user systems, hardware refreshes, software deployments, support tools, and service transitions.
• Coordinate internal staff and third-party providers to ensure projects and operational initiatives are delivered successfully.

TECHNICAL OPERATIONS AND ESCALATION

• Oversee day-to-day end-user support operations, including desktop support, service desk issues, VIP support, and meeting room technology readiness.
• Serve as an escalation point for complex end-user issues involving endpoints, collaboration tools, access, conferencing, and related technologies.
• Partner with infrastructure, security, networking, and application teams to resolve issues that extend beyond typical help desk support.
• Analyze recurring incidents and service trends to strengthen documentation, improve processes, and reduce repeat issues.

END-USER TECHNOLOGY MANAGEMENT

• Manage procurement, deployment, support, and inventory of end-user hardware, peripherals, software, and related technology resources.
• Evaluate vendor and service provider performance and support ongoing issue resolution and service quality management.
• Support the readiness and effective use of conferencing, videoconferencing, and audiovisual technologies across the company.
• Ensure support activities align with company policies, security expectations, and operational requirements., * IT Service Desk Technician (2 Direct Reports)

• Proactive, collaborative and a leader with an entrepreneurial spirit and vision
• Understands the nuances of working in a family-owned organization.
• Ability to interact with all levels of the organization along with the self-awareness to both provide and accept feedback.
• Strong and effective communicator
• Trusted advisor with confidence and willingness to challenge in an appropriate and respectful manner., * Bachelor’s degree in Business, Information Systems, or a related discipline; equivalent experience may be considered.
• 7+ years of progressive experience in IT support, end-user computing, service delivery, or related technical operations, including experience leading support staff or technical teams.
• Strong knowledge of end-user hardware, endpoint security, collaboration technologies, support processes, and networking fundamentals in a multi-location environment.
• Ability to understand complex technical issues, guide escalation, and communicate practical solutions to users and stakeholders; relevant IT certifications are a plus.

Bigelow Tea is the number one specialty tea company in the United States. We are a family-owned and operated business and a Certified B Corporation. Being a certified B Corp officially recognizes a commitment that has been part of the company’s DNA since it was founded 80 years ago. Our purpose has always been about much more than making profits. We are committed to good citizenship, ethical business practices, accountability, transparency, protecting the environment, sustainability and supporting our communities. We pride ourselves in caring about each and every one of our employees. We have a long-term outlook and are constantly working to create an environment that inspires people to make positive contributions every day. Bigelow is currently looking for a select, talented individual, that shares our values, to join our growing team.