Job Description

Work Arrangement: Onsite 5 days a week initially; potential for 1 remote day per week after 6 months

Interview Process: 2 rounds Virtual followed by Onsite

Ideal Candidate Profile

The ideal candidate is a hands-on IT leader who has worked in a lean IT department and understands how to build structure without slowing down the business. They should be comfortable coaching junior employees, improving IT service management, coordinating across departments, and resolving critical technical issues when necessary.

Important: Candidates with purely technical experience and no management or leadership background will not be a fit. The client needs someone who can lead people, establish processes, and take ownership of the overall IT function while remaining technically capable.

Position Overview

Seeking an experienced IT Manager to lead its internal IT operations, improve IT processes, and provide hands-on technical leadership in a fast-paced, growing organization of approximately 250 employees.

This is a player-coach role requiring a balance of technical expertise, people management, and cross-functional coordination. The IT Manager will oversee two junior IT team members, establish standardized processes, improve service delivery, and support employee onboarding and offboarding as the organization continues to grow.

The ideal candidate will have experience working in a small to mid-sized organization, be comfortable wearing multiple hats, and have the leadership skills to build IT maturity while remaining hands-on with day-to-day operations.

Key Responsibilities

• Lead and mentor two junior IT team members, providing technical guidance, coaching, and day-to-day direction.

• Manage internal IT operations, service delivery, and ticket resolution to ensure timely support across the organization.

• Establish and improve IT processes, procedures, and service management practices using ITIL principles.

• Oversee the SolarWinds ticketing system, ensuring tickets are properly tracked, prioritized, and resolved.

• Coordinate employee onboarding and offboarding with HR, Finance, and other departments, ensuring efficient provisioning and deprovisioning of IT resources.

• Support the onboarding of a growing workforce, including laptop provisioning, imaging, configuration, and access management.

• Identify process gaps, recommend improvements, and implement scalable IT solutions.

• Collaborate with HR, Marketing, Finance, and other business teams to assess technical requirements, communicate risks, and ensure smooth technology rollouts.

• Coordinate with external managed service and security providers to maintain effective IT operations.

• Provide hands-on troubleshooting and support for critical issues, including occasional after-hours incidents.

• Ensure responsive IT support in a fast-paced environment where business users require quick resolutions.

• Help improve operational efficiency and make the best use of available IT resources.

Required Qualifications

• Experience managing IT operations in a small to mid-sized organization.

• Previous people management or technical leadership experience, including mentoring junior IT staff.

• Strong hands-on experience with Microsoft 365 and cloud-based IT environments.

• Experience implementing or improving IT processes, procedures, and service management practices.

• Knowledge of ITIL principles and IT service management best practices.

• Experience with ticketing systems and incident management; SolarWinds experience is beneficial.

• Experience coordinating employee onboarding, offboarding, and IT asset provisioning.

• Strong troubleshooting, communication, collaboration, and stakeholder management skills.

• Ability to manage multiple priorities and work effectively in a fast-paced environment.

• Willingness to provide occasional after-hours support for critical IT issues.

Preferred Qualifications

• Experience transitioning from a Senior Systems Administrator or similar technical role into IT management, with demonstrated leadership experience.

• Experience building IT processes and improving operational maturity in an organization with limited existing procedures.

• Experience working with Managed Service Providers (MSPs) or Managed Security Service Providers (MSSPs).

• Experience supporting Microsoft 365 GCC environments; GCC experience is relevant, while GCC High is not the target environment.

• Experience supporting rapid organizational growth and coordinating technology deployments across departments.

Technical Environment

• Microsoft 365 (M365)

• 100% cloud-based IT environment

• SolarWinds ticketing system

• Managed Service Provider / Managed Security Service Provider support

• Employee onboarding and offboarding processes

• Laptop provisioning, imaging, and configuration

• Microsoft 365 GCC environment

Job Tags

Remote work, 1 day per week

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