IT Support Manager

RSM Solutions, Inc; Raleigh (NC); Hybrid; USD 85,000 - 120,000; Full time

Job summary

RSM Solutions, Inc. is seeking an IT Support Manager to lead a team of help desk technicians, manage daily operations, and uphold service quality for a North American enterprise using Prophet 21, M365, MDM, AD, and related tools.

You will drive ITSM maturity, coordinate with Infrastructure and Business Applications, and develop documentation to improve incident response and customer satisfaction. Hybrid work with one remote day weekly is possible.

Qualifications

• Minimum 7–8 years in Sys/Net Admin or Tier 2/3 Help Desk roles.
• At least 4 years ITSM experience with ITIL practices.
• Proficiency with M365 administration and troubleshooting, AD, IAM, and IAM tooling.
• Extensive experience with Prophet 21 and ITSM/ticketing systems.

Responsibilities

• Lead, coach, and develop a team of 4–6+ IT Support professionals.
• Manage daily help desk operations, ticket queues, escalations, and metrics.
• Champion ITSM best practices including Incident, Request, Problem, Change.
• Act as primary escalation point for complex end-user issues.
• Collaborate with Infrastructure, Security, and Business Applications teams.
• Manage relationships with third-party IT vendors/ MSPs.
• Develop support documentation and SOPs.
• Support North American branch offices and remote employees.

Skills

Sys Admin

Network Admin

Help Desk

ITSM

ITIL

M365 Administration

AD Troubleshooting

IAM Troubleshooting

MDM Troubleshooting

Prophet 21

Tools

SN/FreshDesk ticketing

RMM Tools

Enterprise Password Managers

Workstation Lifecycle Management

Job description

Role Overview

IT Support Manager – responsible for leading and coaching a team of help desk technicians, managing daily support operations, and maintaining service quality for a North American enterprise that uses Prophet 21, M365, MDM, AD, and infrastructure tools.

Social Fit

• Experience in an MSP or similar collaborative environment where team members actively support one another.
• Player/coaching mix: technical depth combined with people management skills.

Location & Remote Eligibility

Onsite in Raleigh, North Carolina. Hybrid arrangement possible with up to one remote day per week.

Employment Restrictions

Only candidates with permanent U.S. work authorization (citizens or Green Card holders) are considered; no sponsorship available.

Success Metrics (first 3–6 months)

• Establish a new baseline for SLA performance and customer satisfaction.
• Improve internal customer satisfaction ratings.
• Reduce recurring support incidents through root‑cause analysis and automation.
• Implement consistent ITSM processes and documentation.
• Strengthen collaboration between Support, Infrastructure, and Business Applications.
• Improve visibility via support metrics, dashboards, and executive reporting.

Key Responsibilities

• Lead, coach, and develop a team of 4–6+ IT Support professionals.
• Manage daily help desk operations, ticket queues, escalations, and service performance metrics.
• Champion ITSM best practices, including Incident, Request, Problem, and Change Management processes.
• Act as the primary escalation point for complex end‑user support issues.
• Collaborate closely with other internal IT teams (Infrastructure, Security, and Business Applications) on issue resolution and project initiatives.
• Manage relationships with third‑party IT vendors and Managed Service Providers.
• Develop support documentation, knowledge base articles, and standard operational procedures.
• Support branch offices, distribution centers, and remote employees across North America.

Experience & Qualifications

• Minimum 7–8 years of experience with a mix of Sys Admin, Network Admin, or Tier 2/3 Help Desk roles.
• At least 4 years of ITSM experience and familiarity with ITIL best practices.
• Proficiency in M365 administration & troubleshooting; router & switch configuration; AD troubleshooting; IAM troubleshooting; and MDM troubleshooting.
• At least 4–5 years of experience with Prophet 21, ITSM & ticketing systems (SN, FreshDesk, etc.), RMM tools, enterprise password managers, and workstation lifecycle management.