IT Manager

This role is responsible for driving operational excellence, improving service delivery, and ensuring a high-quality end-user support experience. The position will also provide leadership and mentorship to the internal help desk team, oversee day-to-day support operations, and partner with leadership on technology initiatives that align with business objectives., * Serve as the primary liaison with the MSP, managing service levels, escalations, performance metrics, and vendor accountability.

• Lead technology projects from planning through execution, including budgeting, scheduling, stakeholder communication, and vendor coordination.
• Manage, mentor, and develop help desk staff, providing coaching, performance management, and career development support.
• Oversee help desk operations and service delivery processes, ensuring timely issue resolution and continuous improvement.
• Collaborate with business leaders and external vendors to identify technology needs and implement solutions that enhance operational efficiency.
• Assist with IT budgeting, resource planning, technology roadmaps, and operational policies.

• 7+ years of experience in IT operations, service delivery, or IT management.
• Proven project management experience leading cross-functional technology initiatives.
• Strong experience managing MSPs and external technology vendors.
• Prior experience supervising, mentoring, and developing help desk or IT support teams.
• Manage and oversee the organizations Microsoft and Cisco environment
• Knowledge of IT service management (ITSM), service desk operations, and support best practices.
• Strong communication, organizational, and stakeholder management skills.