IT Manager

Tangandcompany; Torrance (CA); On-site; USD 100,000 - 130,000; Full time

Job summary

Tangandcompany in Torrance is seeking an experienced IT Manager to lead IT operations and service delivery. This player-coach role combines hands-on expertise with leadership, focusing on optimizing services and processes. Responsibilities include overseeing support tiers, managing ITIL processes, and mentoring staff. Ideal candidates have 7–10 years of experience in IT and proven leadership skills within ITIL-based environments. This position offers an opportunity to enhance service quality and accountability across IT functions.

Qualifications

• 7–10+ years of IT experience with strong hands-on technical background.
• 2–5 years of leadership or supervisory experience.
• Proven experience working within or implementing ITIL-based environments.

Responsibilities

• Oversee and actively participate in Tier 1–3 support.
• Own and optimize Incident Management and Service Request Management processes.
• Improve key metrics such as First Call Resolution (FCR) and Mean Time to Resolution (MTTR).
• Lead, mentor, and develop IT support staff.

Skills

Microsoft 365

Entra ID

Windows Server

Active Directory

AWS cloud services

Endpoint management

ITSM tools

Networking

Backup and disaster recovery

Automation/scripting (PowerShell)

Education

Bachelor’s degree in Information Technology, Computer Science, Management Information Systems

Tools

ServiceNow

Freshservice

Jira Service Management

Job description

IT Manager

We are seeking an experienced IT Manager to lead IT operations, service delivery, and governance across the organization. This role is responsible for establishing, executing, and continuously improving IT processes to ensure services are delivered in a consistent, measurable, and secure manner.

This is a player‑coach role, combining hands‑on technical expertise with team leadership. The ideal candidate thrives in both strategic and operational environments and is passionate about building scalable processes, improving service quality, and driving accountability across IT functions.

Key Responsibilities

IT Operations & End-User Support

• Oversee and actively participate in Tier 1–3 support
• Own and optimize Incident Management and Service Request Management processes
• Manage IT ticket queues with clear prioritization, SLAs, and escalation paths
• Improve key metrics such as First Call Resolution (FCR) and Mean Time to Resolution (MTTR)
• Ensure consistent use and maintenance of the IT knowledge base

ITIL Process Ownership & Service Management

• Act as process owner or lead contributor for:
  • Incident Management
  • Problem Management (root cause & trend analysis)
  • Change Enablement (Change Management)
  • Service Level Management (SLAs/OLAs)
• Ensure proper incident categorization, prioritization, and closure quality
• Lead Problem Management reviews to eliminate recurring issues
• Define, track, and report on IT service metrics and KPIs
• Identify trends and proactively reduce incident volume
• Lead, mentor, and develop IT support staff
• Train team members on ITIL best practices and service delivery standards
• Promote structured ticket handling, documentation, and escalation discipline
• Develop and maintain a Service Catalog with defined SLAs
• Manage IT asset lifecycle and CMDB (Configuration Management Database)
• Ensure vendor services align with internal SLAs and OLAs

Required Qualifications

• 7–10+ years of IT experience with strong hands‑on technical background
• 2–5 years of leadership or supervisory experience
• Proven experience working within or implementing ITIL-based environments
• Strong technical expertise in:
  • Microsoft 365, Entra ID, Windows Server, Active Directory
  • AWS cloud services
  • Endpoint management (Intune, GPO, patching)
  • ITSM tools (ServiceNow, Freshservice, Jira Service Management, etc.)
  • Networking (VPNs, firewalls, routing, Wi‑Fi)
  • Backup and disaster recovery
• Experience with automation/scripting (PowerShell)
• Experience managing SLAs, ticket queues, and escalations

Preferred Qualifications

• ITIL Foundation certification (v4 preferred); advanced certifications a plus
• Experience in regulated environments (e.g., healthcare)
• Familiarity with compliance frameworks (ISO 27001, SOC 2, HIPAA)

Education

Bachelor’s degree in Information Technology, Computer Science, Management Information Systems, or related field