IT Support Manager

Keel Infrastructure; Pittsburgh (Allegheny County); On-site; USD 100,000 - 150,000; Full time

Benefits offered by this job

Competitive salary

Equity opportunities

Health benefits

Retirement plan

Employee referral program

Job summary

Keel Infrastructure is seeking an IT Support Manager to lead the IT Support function, own Microsoft 365 and identity platforms, and drive a multi-year roadmap for IT services. You will manage a team, shape end-user experience, and partner with Cybersecurity and Compliance to ensure secure, scalable IT operations.

Reporting to the SVP of IT, you will optimize processes, introduce automation and AI-powered support, and align IT with business needs across locations.

Qualifications

• 8+ years leading an IT support or service desk function with team leadership
• Experience transforming support tooling, processes, or culture
• Track record delivering SLA-based IT services
• Strong MS 365 administration and identity concepts knowledge
• Ability to think strategically about the team’s future state
• Clear communication with non-technical stakeholders at executive level
• Comfort in a fast-paced, prioritised environment

Responsibilities

• Set strategic direction and multi-year roadmap for IT Support
• Lead and develop the IT Support team including hiring and performance
• Redefine user experience beyond SLA adherence with measurable impact
• Ensure SLA adherence across P1–P5 tickets in Jira Service Management
• Build out the Keel IT Help Center with self-service content and automation
• Own device lifecycle: procurement, imaging, Intune enrollment, decommission
• Identify automation and AI opportunities to reduce ticket volume
• Partner with SVP IT on 12–24 month vision for IT Support
• Own Microsoft 365 and identity platform including Entra ID, Intune, Exchange Online

Skills

IT leadership

ITSM

Jira Service Management

Microsoft 365

Entra ID

Intune

Conditional Access

cross-functional collaboration

strong communication

Education

Bachelor’s degree (preferred)

Tools

Jira Service Management

Confluence

Job description

Keel Infrastructure isa publicly tradedenergy anddigital infrastructure companythat develops and owns data centers and power assetsacross North America.

At Keel,you’renot just joining a company,you’rehelping build the infrastructure behind the future ofcompute.

Why Keel

We’reat the intersection of energy and technology,two industries transforming in real time.

The work is complex. The pace is fast. The impact is real.

You’llbe part of a team that values:

• Ownership — we take responsibility and follow through
• Collaboration — we work across teams, functions, and borders
• Curiosity — we ask questions and keep learning
• Endurance — we build for the long term

What It Feels Like to Work Here

• Fast-moving, high-growth, and hands-on
• Smart, driven people solving real challenges together
• Work that directly supports AI and next-generation infrastructure
• Room to grow, stretch, and take on more

What We Offer

• Competitive salary, bonus and equity opportunities
• Comprehensive health and wellness benefits
• Retirement savings with company contribution
• Employee referral program

We are currently looking for an IT Support Manager to join our team

Job Description

Role Summary

Keel Infrastructure is seeking a forward-thinking IT Support Manager to lead the IT Support function: the team that keeps the business running day to day and shapes how end users experience IT at Keel. This is fundamentally a leadership role, for someone who thinks beyond the ticket queue, sets a multi-year vision, modernizes how the team works, and builds a team and culture that scales with the business.

The role also owns Keel’s Microsoft 365 and identity platform (Entra ID, Intune, Exchange Online). Reporting directly to the SVP, Information Technology, the manager collaborates 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 optimized looks like for IT Support.

Key Responsibilities

IT Support Leadership & Strategy

• Set the strategic direction and multi-year roadmap for IT Support, anticipating how headcount growth, new locations, and business change will reshape the team’s needs.
• Lead and develop the IT Support team: hiring, performance management, career pathing, and building a bench of future leads.
• Redefine what good looks like beyond SLA adherence: user experience, proactive support, and measurable business impact.
• Ensure SLA adherence across P1–P5 ticket tiers in Jira Service Management; review KPIs weekly and report trends to IT leadership monthly.
• Champion the build-out of the Keel IT Help Center: request workflows, self-service content, and automation.
• Build and maintain escalation paths, on-call coverage, and incident response procedures for end-user impacting events.
• Own the device lifecycle: procurement standards, imaging, Intune enrollment, and decommission.
• Identify and implement automation and AI-enabled support opportunities that reduce ticket volume.
• Act as a thought partner to the SVP of IT on where the support function should be in 12–24 months.

Microsoft 365 & Identity Platform

• Own Keel’s Microsoft 365 and identity platform: Entra ID, Intune, and Exchange Online.
• Drive Conditional Access policy design, PIM role tiering, and zero-trust implementation with the Cybersecurity & Compliance manager.
• Serve as the internal Microsoft 365 / identity point of escalation for complex technical issues.

Governance & Cross-Functional Collaboration

• Support identity lifecycle projects, including HiBob to Entra ID provisioning and the PIM Policy rollout.
• Participate in change control review and enforce the Change Control Request process for platform-impacting modifications.
• Work with Finance, HR, Legal, and Operations to translate business requirements into IT solutions, and represent IT Support in broader IT planning.

Qualifications

Required

• 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, not just manage today’s queue.
• Clear communication with non-technical stakeholders up to the executive level.
• Effective in a fast-paced environment with competing priorities.

Highly Preferred

• 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 (Keel is migrating from Azure to AWS).
• 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 Nasdaq-listed or similarly regulated public company.
• Familiarity with Power BI for IT operational reporting.