IT Support Manager

Tommy's Express; Holland (MI); On-site; USD 75,000 - 105,000; Full time

Benefits offered by this job

Health insurance and benefits

Dependent Care FSA on-site daycare

401k match and financial planning

Job summary

Tommy’s Express is seeking an IT Support Manager to lead a team of IT Support Technicians and own the Helpdesk queue. You’ll manage user lifecycle via Entra ID, licensing, devices in Intune, and maintain software/hardware inventories while collaborating with security and other stakeholders.

The role emphasizes hospitality, strong communication, and cross-functional leadership as the brand expands nationwide.

Qualifications

• Bachelor’s degree or equivalent in information systems, networking, CS or related field.
• 2+ years managing IT platforms and services.
• Experience with a range of software (NetSuite, Oracle, Salesforce, Odoo, Shopify, WordPress, HubSpot, SAP, Zendesk, M365, Purview, Power Automate, Azure, JotForm, Zapier, Celigo, Boomi, Google Workspace, Slack, Box, Dropbox, QuickBooks).
• Strong customer service focus and hospitality mindset.
• Clear written and verbal communication; detail-oriented documentation.

Responsibilities

• Lead the IT Support Technicians team with guidance and escalation support.
• Own the Helpdesk queue and ensure timely resolution.
• Manage user lifecycle with Microsoft Entra ID and software licensing.
• Oversee devices in Microsoft Intune and inventory accuracy.
• Collaborate with security team and optimize platform usage for business needs.

Skills

Hospitality mindset

Strong communication

Troubleshooting

Team leadership

Customer service

Multi-tasking

Professionalism

Education

Bachelor’s degree or equivalent (IS/CS/Networking)

Tools

Microsoft 365

Microsoft Intune

Entra ID

Licensing management

Salesforce

Zendesk

Shopify

HubSpot

SAP

Job description

IT Support Manager

Tommy’s is looking for an IT Support Manager who leads with hospitality. You’ll guide our team of IT Support Technicians, own the Helpdesk queue and keep our team members, devices and systems running smoothly as our brand grows nationwide.

What can Tommy's offer you?

• Base pay and eligibility for annual profit-sharing bonus
• Full insurance package including Health, Dental, Vision, Life, Disability, Employee Assistance
• Dependent Care FSA with on-site Daycare options
• 401k match and complimentary financial planning services
• Paid time off and paid holidays
• Opportunity for continued education and tuition assistance
• Valuable learning and development program
• Significant ability to grow internally for motivated and strong performing team members
• Fun, energetic, family-oriented work culture with an emphasis on team member morale
• Growing nationwide brand / presence

Position Responsibilities:

• Lead the team of IT Support Technicians by providing guidance, support and escalation assistance
• Establish a friendly and hospitable support environment with clear communication and a positive attitude.
• Own the Helpdesk queue
• Manage the user lifecycle with Microsoft Entra ID including software licensing, onboarding, offboarding, account issues and access
• Manage company devices in Microsoft Intune
• Maintain an up-to-date software license and hardware inventory
• Work with and support the security team
• Manage and analyze platform/system (user/security/business software) utilization and procedures and consult internal stakeholders on best functionality to meet business

Position Qualifications & Candidate Attributes:

• Bachelor’s degree or equivalent experience in information systems, networking, computer science, or related field
• 2+ Years of Managing IT platforms and services.
• NetSuite, Oracle, Salesforce, Oodo, Shopify, WordPress, HubSpot, SAP, Zendesk, Microsoft 365, Purview, Power Automate, Azure, JotForm, Zapier, Celigo, Boomi, Google Workspace, Slack, Box, Dropbox, QuickBooks Admin, Joomla, Monday, Asana, ServiceNow, Trello
• Hospitality and service minded
• Communication – Listening, documentation.
• Strong Proficiency in troubleshooting and customer service.
• Experience leading a team, working with other peers in leadership
• Strong level of professionalism and customer service skills.
• Strong written and verbal communication skills.
• Ability to multi-task and prioritize work effectively with multiple teams.
• Process-oriented and strong collaborator with ability to communicate and manage well at all levels of the organization and across various departments
• Strong organizational and time management skills; ability to multitask and prioritize workload
• Highly adaptable with strong problem-solving and critical thinking skills; ability to exercise good judgment and make sound data-backed decisions
• High level of integrity and dependability with a strong sense of urgency and results-orientation
• Views customer care as high priority; exhibits a positive can-do attitude
• Displays a strong initiative and drive to identify gaps and fill them

Work Environment and Physical Demands:

This job operates in a professional office environment. Office hours are Monday through Friday from 8:00am - 5:00pm. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and operates primarily indoors with limited to no travel expectation.

To successfully perform the essential functions of this job, team member must be able to:

• Work and commute in all weather conditions
• Able to effectively communicate, listen, detect, converse with, discern, convey, express oneself and exchange information
• Able to walk, bend, twist, turn, stoop, climb steps, reach with hands, use hands to fingers
• Work in a fast-paced environment where they will often be multitasking
• Move about inside the office to access standard office equipment
• Constantly operate a computer and other office productivity machinery such as keyboard, copy machine and printer
• Remain in a stationary position 50%+ of the time, alternating between sitting and standing
• Ability to move and lift up to 30 pounds
• Drive between company locations and/or vendors or suppliers as needed while on job

Overview of Tommy Enterprises Companies:

Tommy's Express is an international franchise for outstanding car washes and car care services. Powered by industry leading technology and decades of experience and planning, Tommy's Express car washes deliver a cutting-edge car wash experience unlike anything you've encountered before. Our fully automatic washes feature advances including the easy-loading car wash dual belt conveyor, wide open car wash bay for natural lighting, advanced presoak and sealer services, and free high-power self-serve vacuums on site.

Tommy’s Express Operations consists of a number of corporately owned Tommy’s Express car wash locations across the country. This is a quickly growing operation with intentions to open or acquire several new locations per year through the launch of Tommy’s Express Capital, a new private fund strategy.

Tommy Car Wash Systems (TCWS) is the power behind our Tommy’s Express equipment. TCWS is a team of passionate car wash professionals working to create opportunities for our partners to become the best car wash operators they can be. We provide modular building designs, robust stainless-steel car wash equipment, an advanced Wash Club license plate reader system, the Tommy Transporter belt, high performance wash detergents, and an industry-leading franchise opportunity. At Tommy Car Wash Systems, we have a solution for almost any size operator. Our team has assisted in the development of hundreds of some of the most successful car washes around the world. Together, Tommy’s Express and Tommy Car Wash Systems make up the Tommy’s Corporate brand, headquartered in Holland, MI.