IT Support Leader — Customer-Centric, SLA-Driven

Facebook; Seattle (WA); On-site; USD 120,000 - 180,000; Full time

Job summary

Hayes is seeking a Sr IT Manager of the Support team to lead a group focused on customer service excellence. The role emphasizes managing end user support, implementing process improvements, and driving service quality in a fast-paced environment.

The position requires strong leadership, budgeting, and strategic thinking to align IT initiatives with business goals. It is an in-office role with travel to remote corporate sites as needed.

Qualifications

• Bachelor's degree in computer science, information technology, or relevant experience.
• ITSM certification preferred; technical certifications favored.
• Experience with Zendesk, AD, Azure, Salesforce and Microsoft 365.

Responsibilities

• Manage end user support and technical issue resolution.
• Provide technical expertise for tactical and strategic projects.
• Implement operational best practices and continuous service improvement.
• Ensure SLAs and customer satisfaction targets are met, with reporting.
• Lead, coach, and develop team members.
• Develop goals, budgets, and oversee hardware provisioning and deployment.

Skills

Communication skills

Customer service orientation

Problem solving

Change management

Project management

Strategic thinking

Education

Bachelor's degree in CS/IT

ITSM certification

Technical certifications

Tools

Zendesk

Active Directory

Azure

Salesforce

NinjaOne

Intune

Microsoft 365

Job description

Hayes is seeking a Sr IT Manager of the Support team to lead a group focused on customer service excellence. The role emphasizes managing end user support, implementing process improvements, and driving service quality in a fast-paced environment.

The position requires strong leadership, budgeting, and strategic thinking to align IT initiatives with business goals. It is an in-office role with travel to remote corporate sites as needed.