Information Technology Manager

Position Summary: The Manager, Information Technology oversees day-to-day technical support operations, ensuring timely issue resolution, hands-on troubleshooting, and consistent Help Desk performance for all end users. This role also manages IT infrastructure, vendor coordination, and event-based support, while leading customer service strategies and supervising full-time and part-time staff. By maintaining system reliability and enabling seamless technology use across the organization, this position plays a critical role in ensuring operational efficiency and a positive user experience., * Provide direct technical support and troubleshooting to ensure end users receive timely and effective assistance.

• Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
• Build rapport and elicit problem details from help desk customers.
• Apply diagnostic utilities to aid in troubleshooting.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Manage the Help Desk system and ensure issues are prioritized, documented, and resolved efficiently.
• Review Help Desk issues list and ensure proper priority is assigned to tickets.
• Manage Help Desk issue list to aid in actively closing and resolving tickets in a timely fashion.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Prioritize and schedule problems.
• Escalate problems (when required) to the appropriately experienced technician or vendor.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Perform post-resolution follow-ups to help requests.
• Support IT infrastructure management and vendor coordination to maintain and enhance the organization’s technical environment.
• Act as the operational liaison with vendors for networking, cybersecurity, telephony, printing, endpoint management, cloud services, and event systems.
• Support Fortinet firewalls and switching, and Cisco and Ubiquity wireless systems.
• Support VMware, Pure Storage, and Rubrik backup systems.
• Support Microsoft 365, Active Directory, Entra ID, Intune, Apple Business Manager, Datto RMM, and ConnectWise.
• Support Zoom Phone, Zoom Contact Center, Zoom Workplace, and other enterprise platforms.
• Assist with infrastructure planning, implementations, upgrades, documentation, and security incident escalation.
• Provide customer service and event-based IT support while supervising full-time and part-time staff.
• Develop world-class customer service strategies and coach staff to deliver them consistently.
• Coordinate pre-event-related setup and activities to ensure the team is proactively understanding and delivering on client requests.
• Work as an IT resource on duty during events and scheduled on duty hours as required (shared responsibility).
• Provide endpoint, network, Zoom telephony, POS, and event technology support to clients throughout the MSE campus.
• Test fixes to ensure the problem has been adequately resolved.
• Coordinate schedules, coverage, and responsibilities for full-time and part-time IT staff.
• Perform other duties as assigned.

• Bachelor’s degree in Computer Science or a related field or equivalent experience.
• Certifications in Microsoft, Apple, Fortinet, Cisco, or VMware technologies preferred., * At least five years of IT experience, including experience leading technical staff and coordinating workloads.
• Application support experience with Microsoft 365, Entra ID, Intune, CRM, Microsoft Dynamics GP, and POS systems.
• Familiarity with fundamental computer and Point of Sale (POS) hardware system components.
• Experience supporting Windows 11, macOS, Windows Server, and hybrid environments.
• Experience with Microsoft Intune, Apple Business Manager, and Datto RMM.
• Advanced knowledge of Fortinet, Cisco, and Aruba LAN/WAN and wireless infrastructure.
• Working knowledge of ConnectWise, VMware, Pure Storage, Rubrik, and diagnostic tools.
• Experience with Zoom Phone, Zoom Contact Center, Zoom Workplace, and uniFLOW printer management.

Personal Attributes:

• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language.
• Good understanding of the organization’s goals and objectives.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Strong documentation skills.
• Highly self-motivated and directed.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.

• Ability to work nights, weekends and holidays as needed for games and events.
• Physical requirements include sitting, walking, standing, bending, squatting, climbing, kneeling, twisting, lifting, grasping, etc.
• Lifting up to 50 lbs.
• Benefits offered including Medical, Dental, Vision, Retirement, and a robust PTO policy.