IT Support Manager

Phaxis; New York (NY); On-site; USD 130,000 - 190,000; Full time

Job summary

Phaxis is seeking an IT Support Manager to lead a growing team responsible for day-to-day operations and a multi-year strategic vision that scales with the business. You will own Microsoft 365 and the identity platform (Entra ID, Intune, Exchange Online), report to the SVP of Information Technology, and collaborate with Infrastructure, Platform, and Cybersecurity to define IT optimization.

The ideal candidate has 8+ years in IT support leadership, a track record of tooling or process

Qualifications

• 8+ years leading an IT support or service desk function, including team leadership, hiring, and performance management.
• Track record of building or meaningfully transforming a support team's tooling, process, or culture.
• Experience with SLA-based service delivery, ideally in Jira Service Management or a comparable ITSM platform.
• Working knowledge of Microsoft 365 administration and identity concepts (Entra ID, Intune, Conditional Access).

Responsibilities

• Set the strategic direction and multi-year roadmap for IT Support (headcount growth, new locations, and business change).
• Lead and develop the IT Support team: hiring, performance management, and building a group of future leads.
• Redefine what good looks like beyond SLA adherence
• Ensure SLA adherence across ticket tiers in Jira; review KPIs weekly and report trends to IT leadership monthly.
• Champion the build-out of the IT Help Center: request workflows, self-service content, and automation.
• Build and maintain escalation paths, on-call coverage, and incident response procedures for end-users.
• Own the device lifecycle: procurement standards, imaging, Intune enrollment, and decommissioning.
• Identify and implement automation and AI-enabled support opportunities that reduce ticket volume.
• Own Microsoft 365 and identity platform: Entra ID, Intune, and Exchange Online.
• Drive Conditional Access policy design and zero-trust implementation with the Cybersecurity & Compliance manager.
• Serve as the internal Microsoft 365 / identity point of escalation.
• Support identity lifecycle projects.
• Participate in change control review and enforce the Change Control Request process.

Skills

Leadership

Strategic thinking

IT service desk leadership

SLA management

Change management

Tools

Jira Service Management

Confluence

Power BI

Entra ID

Intune

Exchange Online

Conditional Access

AI tooling governance

Job description

Our client, a rapidly growing data center focused firm is looking for an IT Support Manager to lead the team that keeps the internal business running day to day. This is fundamentally a leadership role, for someone who can set a multi-year vision, modernize and build a team and culture that scales with the business.

The role also owns Microsoft 365 and identity platform (Entra ID, Intune, Exchange Online) and reports directly to the SVP, Information Technology. You will collaborate closely with peers in Infrastructure & Platform and Cybersecurity & Compliance. This is a critical hire as IT moves from stabilization to optimization, and the role helps define what optimization is for IT Support.

Key Responsibilities

• Set the strategic direction and multi-year roadmap for IT Support (headcount growth, new locations, and business change.)
• Lead and develop the IT Support team: hiring, performance management, and building a group of future leads.
• Redefine what good looks like beyond SLA adherence
• Ensure SLA adherence across ticket tiers in Jira; review KPIs weekly and report trends to IT leadership monthly.
• Champion the build-out of the IT Help Center: request workflows, self-service content, and automation.
• Build and maintain escalation paths, on-call coverage, and incident response procedures for end-users.
• Own the device lifecycle: procurement standards, imaging, Intune enrollment, and decommissioning.
• Identify and implement automation and AI-enabled support opportunities that reduce ticket volume.
• Own Microsoft 365 and identity platform: Entra ID, Intune, and Exchange Online.
• Drive Conditional Access policy design and zero-trust implementation with the Cybersecurity & Compliance manager.
• Serve as the internal Microsoft 365 / identity point of escalation.
• Support identity lifecycle projects.
• Participate in change control review and enforce the Change Control Request process.

Qualifications

• 8+ years leading an IT support or service desk function, including team leadership, hiring, and performance management.
• Track record of building or meaningfully transforming a support team's tooling, process, or culture.
• Experience with SLA-based service delivery, ideally in Jira Service Management or a comparable ITSM platform.
• Working knowledge of Microsoft 365 administration and identity concepts (Entra ID, Intune, Conditional Access).
• Ability to think strategically about a team's future state and growth plans.

Strong Pluses

• Experience building a multi-year roadmap or operating model for a support function.
• Hands-on Jira Service Management and Confluence experience (practitioner and/or admin).
• Exposure to AWS or another public cloud.
• Microsoft certifications: MS-102 or SC-300.
• Familiarity with SOC 2 or ISO 27001.
• Exposure to AI tooling governance in an enterprise context.
• Experience in a regulated public company.
• Familiarity with Power BI for IT operational reporting.