Information Technology Services Manager

Ultipro; Baton Rouge, Northern (LA, KY); Hybrid; USD 85,000 - 120,000; Full time

Benefits offered by this job

ESOP

Competitive Pay

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Paid Time Off

Job summary

AWC in Baton Rouge, LA is seeking an IT Services Manager to lead our on-site IT support team. This role focuses on improving existing processes, delivering outstanding IT services, and driving measurable results across the organization.

You will oversee help desk operations, partner with IT Infrastructure, and ensure projects are completed with a customer-centric approach. A strong background in IT leadership and service delivery is essential.

Qualifications

• 5+ years of IT support experience or equivalent degree in IT/Computer Science with leadership experience
• Proven expertise in Microsoft 365, Active Directory, Entra, networking fundamentals, and troubleshooting
• Experience leading a support organization while improving systems, processes and people behind it
• Strong communication skills and leadership presence
• Experience designing or re-engineering IT support and ticketing systems with demonstrated results
• Experience with IT asset management, purchasing, and software/hardware inventory
• Growth mindset with coaching ability and willingness to learn

Responsibilities

• Lead the IT services team to deliver excellent IT support and customer service
• Define and implement improvements to processes, workflows, and SLAs
• Design and optimize ticketing workflows, escalation paths, and prioritization
• Provide advanced technical support across hardware, OS, Microsoft 365, AD, networking, and SaaS
• Manage asset lifecycle, inventory, licenses, warranties, and refresh cycles
• Own onboarding and offboarding processes and continuously improve user experience
• Evaluate endpoint configuration, purchasing, and support agreements
• Own project scoping, planning, and execution of IT initiatives
• Track metrics with Freshservice dashboards and translate insights into improvements

Skills

IT leadership

Microsoft 365

Active Directory

Entra

Networking fundamentals

Communication

Project management

Education

Bachelor's degree in IT/Computer Science

Tools

Freshservice

Job description

We're seeking driven, curious people who bring energy to what they do and see challenges as opportunities to improve. Our team of co-owners values enthusiasm, creativity, and a growth mindset, and we're committed to putting those qualities to work on solutions that matter. If you're ready to grow and make an impact, we'd love for you to join our team.

The IT Services Manager will lead our IT support services team. We're looking for someone who enjoys improving the status quo and finding new ways to deliver excellent IT services.

We don't need someone to simply inherit our existing processes. We want someone who will understand them, challenge them, and improve them. You'll be expected to identify things we should stop doing, things we should do differently, and capabilities we need to build.

You'll lead the help desk and continuously improve how we deliver IT services and support. Partner with your peers on the IT Infrastructure team while remaining accountable for driving your ideas through implementation and achieving measurable results.

You'll deliver exceptional customer service, manage projects in a dynamic environment, and continuously adapt to new technologies.

This is an on-site role with a Monday - Friday schedule reporting to our Baton Rouge, LA office

How you'll make an impact:

• Help Desk Leadership: Go beyond day-to-day supervision and develop your staff's technical and communication skills to prepare them for more advanced roles. Mentor your staff, balance workloads, and reinforce ownership and accountability.
• Ticket Queue & Problem Management: Build a support operation where high-impact issues are surfaced quickly, recurring problems are eliminated, and tickets don't quietly age without resolution.
• Ticket System & Workflow Design: Design workflows, routing, prioritization, automation, SLAs, and escalation processes so the right issues receive the right response at the right time.
• Advanced Technical Support: Define what excellent support looks like. Solve problems, not just symptoms. Identify root causes, propose solutions, elevate when needed. Diagnose and resolve technical issues across hardware, OS, Microsoft 365, Active Directory, networking, and SaaS applications both onsite and remotely.
• Asset & Inventory Management: Build an asset lifecycle program that gives us confidence in what we have, where it is, when it should be replaced, and what it costs. Track hardware and software inventory, licenses, warranties, and refresh cycles.
• Onboarding and Offboarding: Own user onboarding and offboarding; identify, design, and implement improvements that increase user experience, efficiency, and reliability.
• Endpoint Standards & Lifecycle: Evaluate endpoint configuration, purchasing, and support agreements to optimize performance, reliability, and lifecycle cost.
• Project Ownership: Independently scope, plan, and execute IT projects, including inventory workflows, onboarding/offboarding improvements, and support process standardization.
• Metrics, Reporting & Customer Experience: Use Freshservice dashboards to track SLA compliance, ticket volume, and resolution times, translate insights into actionable improvements, and deliver high-touch, professional support.

Skills you'll need:

• 5+ years of IT support experience or equivalent degree in IT/Computer Science, including experience leading or supervising a help desk or support team.
• Proven expertise in Microsoft 365, Active Directory, Entra, networking fundamentals, and troubleshooting.
• Demonstrated ability to lead a support organization while simultaneously improving the systems, processes, and people behind it.
• Strong communication skills and leadership presence.
• Experience designing or re-engineering IT support and ticketing systems with demonstrated results.
• Experience with IT asset management, purchasing, and software and hardware inventory.
• Growth-oriented mindset with an appetite for continuous learning and coaching team members.

Here's what will set you apart:

• Recognize systemic issues and drive long-term fixes.
• Experience standardizing and modernizing IT support processes.
• Strong people leadership, mentoring, and coaching ability.
• Balance of technical depth, sound prioritization, and customer empathy.
• Demonstrated ability to lead through escalations, prioritize competing demands, and maintain service quality.
• Friendly demeanor with the ability to teach users and develop Desktop Support technicians.

The Rewards:

• Employee Stock Ownership Plan (ESOP)
• Competitive Pay
• Medical, Dental and Vision Insurance Package
• Employer Paid Life Insurance
• Paid Time Off and Holiday Pay

About AWC

As employee co-owners, we're driven to do more than complete tasks; we build fulfilling careers by challenging assumptions and continually raising the bar. We embrace creative, innovative approaches to deepen our expertise and deliver real value to our customers.

We partner strategically with many of the world's most recognized technology brands to help engineering, reliability, and maintenance teams solve complex problems. As experts in our partners' technologies, we're equipped to properly size, select, configure, and support the right solutions. Our goal is simple: combine caring, knowledgeable people with innovative technologies to help our customers succeed.

How We Win Together

We are committed to solving customer problems and welcome team members who want to be the trusted resource to those looking for a partner who out-knows, out-cares, and out-serves everyone else. Every day, we strive to deliver on our mission to empower people to make the greatest positive impact for the communities and families we serve together. Our Winning Together culture starts with a shared commitment to building an environment of inclusiveness, trust, and mutual respect. We know that when people like you are safe to pursue your passions, to learn, to serve, and to share in the rewards from our combined efforts, then we are winning together.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.