Infrastructure Services - IT Support Manager

Herff Jones; Warwick (RI); Hybrid; USD 108,000 - 157,000; Full time

Job summary

An established industry player is seeking a dynamic IT Support Manager to lead their IT Service Desk and infrastructure teams. This hybrid role requires a hands-on leader with a strong technical background and the ability to drive service improvements. You will manage critical IT functions, ensuring compliance with Microsoft licensing and overseeing IT projects. This position offers the chance to make a significant impact on IT service delivery while fostering a culture of continuous improvement. If you are passionate about technology and leadership, this opportunity is perfect for you.

Qualifications

• 8+ years in IT with 3+ years in a managerial role.
• Hands-on experience with Microsoft products and licensing.

Responsibilities

• Lead and mentor IT teams, ensuring performance metrics are met.
• Engage in troubleshooting and manage critical incidents.

Skills

IT service delivery

Microsoft Office 365

ITSM tools (ServiceNow, Jira, Remedy)

Project management

Leadership skills

Technical troubleshooting

Education

Bachelor's degree in relevant field

Tools

ServiceNow

Jira

Remedy

Job description

Infrastructure Services - IT Support Manager

Join to apply for the Infrastructure Services - IT Support Manager role at Herff Jones

Position Title:

IT Support Manager

Location:

Indianapolis, IN, Warwick, RI or Arcola, IL (Hybrid role but must live in one of these areas)

Starting Pay:

$108-157K base per year DOE

About Herff Jones

Herff Jones is the leading provider of graduation and educational products and services, inspiring achievement and creating memorable experiences for students. Our products include class rings, jewelry, caps and gowns, yearbooks, diplomas, frames, announcements, and Greek accessories. Since 1920, we've worked with campuses nationwide to build community and celebrate milestones. We seek passionate, dedicated talent to help us continue our legacy.

Job Overview

We are seeking a dynamic, hands-on Manager or Senior IT Manager to lead the IT Service Desk, Server and PC Engineering & Support, Remote Infrastructure Support, and Microsoft Personal Productivity Suite teams. This role combines leadership with technical expertise to manage and optimize these critical IT functions. The ideal candidate will be capable of technical troubleshooting and project leadership, while also driving team performance and service improvements.

Key Responsibilities

• Leadership & Team Management: Lead and mentor teams, ensure performance metrics are met, foster a collaborative environment.
• Hands-On Technical Oversight: Engage in troubleshooting, manage critical incidents, serve as escalation point.
• Microsoft Licensing & Productivity Suite: Manage licensing, ensure compliance, advise on deployment and use.
• ITSM Data Analysis & Process Improvement: Use data to identify trends, improve processes, and report to management.
• Project Management: Lead IT projects, coordinate resources, manage risks, and ensure timely delivery.
• Vendor & Stakeholder Management: Collaborate with vendors and stakeholders to meet business needs.

Qualifications

• Bachelor’s degree in relevant field or equivalent experience.
• 8+ years in IT, with 3+ years in a managerial role.
• Hands-on experience with Microsoft products and licensing.
• Experience analyzing ITSM data and managing IT projects.

Skills & Competencies

• Strong technical background in IT service delivery and infrastructure.
• Deep knowledge of Microsoft licensing and Office 365 suite.
• Experience with ITSM tools like ServiceNow, Jira, Remedy.
• Excellent communication and leadership skills.
• Ability to manage multiple priorities in a hybrid environment.

Preferred Qualifications

• Network technology knowledge.
• Project management or ITIL certification.
• Experience with cloud technologies.

Working Conditions

• Hybrid role: must be present at one of the specified locations at least 3 days/week.
• Standard hours with flexibility for critical issues or projects.

This role offers a significant impact on IT service delivery and user experience, fostering a culture of continuous improvement and innovation.