IT Support Manager

The Kendall Group; Portage (MI); On-site; USD 85,000 - 120,000; Full time

Job summary

The Kendall Group is seeking an IT Support Manager to lead the IT Support team, ensuring reliable end-user systems, networks, and software across locations. You will mentor staff, drive improvements, and align IT services with business needs.

Reporting to the Director of Information Technology, you will oversee helpdesk operations, manage inventory, and coordinate training while maintaining a strong focus on customer service and security.

Qualifications

• 7 years end-user technical support and helpdesk experience.
• Undergraduate degree, certification, or equivalent work experience.
• Proficiency in Microsoft Office and Office 365 products, Active Directory, Windows based PCs and laptops.
• Highly organized and detail-oriented; ability to multi-task in fast-paced environments.
• Strong communication and customer service skills.

Responsibilities

• Lead the IT Support team to manage, monitor, install, and maintain computers, networks, and software.
• Drive continuous improvement of end-user IT experience and oversee the helpdesk.
• Provide training to IT Support Technicians and manage IT inventory.
• Respond to escalated tickets requiring complex problem solving.

Skills

Customer Focus

Results & Action

Accountability & Responsibility

Teamwork & Collaboration

Developing Talent

Managerial Courage

Building Team Morale

Process Management

Problem Solving

Technical Expertise

Awareness of Others

Education

Undergraduate degree / certification

Tools

Microsoft Intune

Cisco networking hardware

Cybersecurity principles

Inventory systems

Job description

About The Kendall Group

The Kendall Group is comprised of eight divisions with 75+ locations in ten states. Combined, we serve the Electrical, Automation, Pipe, Valve, and Fitting products, Steam, Lighting, Industrial Controls, and Instrumentation Industries. The Kendall Group is a 100% employee-owned company. Kendall offers a great opportunity for a rewarding career.

Why The Kendall Group?

Our employee ownership model is the core of who we are. You will not only own part of the company, but you will own your future. At Kendall, you'll have opportunities to learn and grow while being coached and mentored along the way. We're that company where people stay! We're proud to say more than 60% of our associates have more than 5 years of tenure, and more than 40% have greater than 10 years. At Kendall, you will be valued and supported, your ideas will be heard, your voice will matter, and you'll work alongside incredible people who care about your success.

Role Summary: Reporting to the Director of Information Technology, the IT Support Manager is a key member of the Information Technology team. The IT Support Manager will lead the team responsible for managing, monitoring, installing, and maintaining computers, computer networks, and software and solving problems that may occur within them. Management responsibility for a team of IT Support Specialists.

Exciting work you will do:

The essential duties and responsibilities of the IT Support Manager will consist of, but are not limited to, the following:

• As a leader, model the following behaviors with your team:
  • Provide leadership, direction, growth, and mentoring
  • Adhere to our company values of Success Beyond the Sale, Partnership as a Promise, We Do What We Say, Legacy of Impact, and Purpose-Driven Progress
  • Invest in self-growth through participating in continuous improvement, learning, and development
• Lead and develop the IT Support team within the organization
• Lead continuous improvement of end user IT experience
• Oversee the end user IT support within the organization
• Install, trouble-shoot and repair new and/or existing PCs
• Provide maintenance and administration of both a computer network and connected desktop/laptop computers
• Respond to escalated helpdesk tickets that require more complex or time-consuming problem solving
• Manage IT inventory
• Provide training to IT Support Technicians
• Perform other duties as assigned

Competencies you possess:

• Customer Focus
• Results, Action Oriented
• Accountability and responsibility
• Teamwork and collaboration
• Developing Talent
• Managerial CourageBuilding Team Morale
• Process Management
• Problem solving
• Displaying technical expertise
• Awareness of the needs of others

What you'll need:

• Work Experience: 7 years end user technical support and helpdesk experience

• Education: Undergraduate degree, certification, or equivalent work experience

• Analytics/Computer Skills: Proficiency in Microsoft Office and Office 365 products, Active Directory, Windows based PCs and laptops

• Organization Skills: Highly organized and detail-oriented; ability to multi-task and shift priorities as needed; ability to work in fast-paced, continuously evolving, and at times ambiguous environment
• Cross-functional skills: Ability to work under pressure to meet deadlines; flexible and quickly adaptable to changing priorities; demonstrated problem solving skills; ability to handle a large volume of phone calls
• Communication Skills: Ability to communicate well with all levels of the organization; strong interpersonal and customer service skills; ability to present information in a manner that can be understood by non-technical staff
• Physical, Mental and Visual Skills: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disability to perform the essential functions.
  • Ability to see/sit/stand/walk/talk and hear
  • Ability to lift/move/carry up to 50lbs
  • Ability to sit for 8 hours a day
  • Ability to climb stairs and step ladders, bend, stoop, crouch, and kneel
• Physical Environment: Normal office environment; occasional warehouse, fabrication environment and exposure to moving equipment

• Travel: Must be willing to work occasional weekends or off hours and willing to travel if necessary

Qualifications we prefer but don't require:

• Work Experience: 2 years previous management experience,
• Education: Advanced degree or certification
• Analytics/Computer Skills: Proficiency with Microsoft Intune, Cisco networking hardware, Cyber security principals and hardware/software inventory systems

The Kendall Group is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, age, physical or mental disability, citizenship, military status, protected veteran status, genetic information, or any other characteristic protected under applicable federal, state, or local law.