> Markdown version of [/jobs/ext/583564-manager-it-support](https://www.wearedevelopers.com/jobs/ext/583564-manager-it-support). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Manager, IT Support - **Company:** Innovation Associates - **Location:** Binghamton, NY, United States - **Experience:** Experienced - **Salary:** $74,228.0 - $100,426.0 - **Contract:** Permanent contract - **Skills:** Issue Tracking Systems, Network Troubleshooting, Windows Remote Assistance, Cyber Threat Analysis, Information Technology - **Published:** June 20, 2026 - **Apply:** https://www.juju.com/job/00000000g9iru6 ## About the Role + Bachelor's degree in computer science, information technology, or a related field. Relevant certifications (e.g., CompTIA A+, ITIL, HDI Support Center Manager) are advantageous. + Proven experience (5+ years) in IT support, helpdesk operations, or a similar role, with at least 2 years in a managerial or supervisory capacity. + Proficiency in IT support tools, ticketing systems, and remote assistance technologies. + Strong leadership, problem-solving, and decision-making skills. + Excellent communication, customer service, and interpersonal abilities. ## Description The Manager of IT Support is responsible for leading a team that provides technical assistance and support for internal users, ensuring efficient resolution of IT-related issues. This role involves managing support operations, optimizing processes, and ensuring high-quality customer service within the IT support team. What you'll do: Team Leadership and Management: + Lead and manage a team of IT support technicians, providing guidance, coaching, and performance management. + Foster a positive and collaborative work environment, encouraging teamwork and professional development. IT Support Operations: + Oversee day-to-day IT support operations, ensuring timely resolution of technical issues and service requests. + Establish and enforce service level agreements (SLAs) for incident response and problem resolution. Process Optimization and Documentation: + Develop and improve support processes, workflows, and documentation to enhance efficiency and consistency in service delivery. + Maintain an up-to-date knowledge base and documentation for troubleshooting and resolution procedures. User Assistance and Training: + Provide technical assistance to users, troubleshoot hardware, software, and network issues, and resolve escalated support tickets. + Develop and conduct training sessions or workshops to enhance users' technical skills and self-help capabilities. Vendor Management and Resource Allocation: + Manage relationships with third-party vendors, suppliers, and service providers for IT support-related services or products. + Allocate resources effectively to meet service demands and ensure appropriate coverage. IT Asset and Inventory Management: + Oversee inventory management of hardware, software, and IT assets. Maintain accurate records and ensure asset tracking and lifecycle management. Performance Metrics and Reporting: + Establish and track key performance indicators (KPIs) for the IT support team. Generate regular reports on team performance and incident trends. Security and Compliance: + Ensure compliance with IT security policies, procedures, and best practices in all support activities. + Collaborate with security teams to enforce security protocols and prevent cybersecurity threats., Our Mission: We partner with providers to transform pharmacy through our leading-edge software enabled fulfillment technology and partners to deepen the patient-pharmacist relationship, enhancing patient safety and choice while increasing operational efficiency. iA empowers pharmacists to focus on patient care. iA can run the prescription fulfillment process from start to finish, helping pharmacies manage fulfillment and inventory to help lower costs, improve efficiency, increase safety, and provide comprehensive Rx tracking and real-time support. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Cyber Sleuth: Finding Hidden Connections in Cyber Data](https://www.wearedevelopers.com/videos/893-cyber-sleuth-finding-hidden-connections-in-cyber-data) - [Recruiting in 2025: Will AI Help or Take Over?](https://www.wearedevelopers.com/videos/1301-recruiting-in-2025-will-ai-help-or-take-over) - [Enabling intelligent logistics automation: home-grown Industrial IoT platform at Austrian Post](https://www.wearedevelopers.com/videos/2018-enabling-intelligent-logistics-automation-home-grown-industrial-iot-platform-at-austrian-post) - [Your Manager Doesn’t Come with a User Manual (But You Can Totally Write One)](https://www.wearedevelopers.com/videos/1495-your-manager-doesn-t-come-with-a-user-manual-but-you-can-totally-write-one) - [Forecasting Cyber Attacks with Glassdoor Reviews - Lianne Potter](https://www.wearedevelopers.com/videos/2143-forecasting-cyber-attacks-with-glassdoor-reviews-lianne-potter) ## Related Articles - [From developer to manager – what does it take to become an engineering manager?](https://www.wearedevelopers.com/magazine/42-from-developer-to-manager-what-does-it-take-to-become-an-engineering-manager) - [How should you format your IT resume?](https://www.wearedevelopers.com/magazine/68-how-should-you-format-your-it-resume) - [Should Tech Managers Be Developers First? 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