IT Support Manager

Insight Recruitment, LLC; United States; On-site; USD 110,000 - 150,000; Full time

Job summary

Insight Recruitment, LLC is seeking an IT Support Manager to lead a growing end-user support organization. The role focuses on coaching people, strengthening IT operations and modernizing support processes through automation and emerging technologies.

The position emphasizes leadership, accountability, and building an environment where the support team thrives while delivering exceptional user experiences.

Qualifications

• 5+ years leading IT support, help desk or IT service delivery teams.
• Strong understanding of IT service management principles and end-user support operations.
• Experience improving support processes, workflows and service delivery.
• Familiarity with IT asset management, hardware lifecycle planning and workplace technologies.

Responsibilities

• Lead, mentor and develop a team of IT support professionals.
• Oversee day-to-day IT support operations including help desk, devices and asset management.
• Drive continuous improvement across ticket management, knowledge management and escalation processes.
• Establish service standards, performance metrics and operational best practices.
• Partner with business leaders to align technology support with priorities.
• Evaluate and implement modern support technologies including AI-enabled tools.

Skills

People leadership

IT service management

Communication

Automation familiarity

Vendor management

Education

Bachelor's degree or equivalent

Tools

IT service management platforms

Job description

Job Description

Are you a people-first IT leader who enjoys building high-performing support teams, improving service delivery and creating an exceptional end-user experience?

We're partnering with a well-established, privately held organization seeking an IT Support Manager to lead a growing end-user support organization. This is an outstanding opportunity for a leader who is passionate about coaching people, strengthening IT operations and modernizing support processes through automation and emerging technologies.

This is a leadership-first position. While a solid technical foundation is important, success in this role comes from developing people, creating accountability, improving service delivery and building an environment where the support team can thrive.

What You'll Do

• Lead, mentor and develop a team of IT support professionals while fostering a collaborative, customer-focused culture.
• Oversee day-to-day IT support operations, including help desk services, end-user devices, workplace technology and asset management.
• Drive continuous improvement across ticket management, knowledge management, escalation processes and service delivery.
• Establish service standards, performance metrics and operational best practices that improve efficiency and the user experience.
• Partner with business leaders and IT peers to ensure technology support aligns with organizational priorities.
• Evaluate and implement modern support technologies, including AI-enabled service management, automation and self-service capabilities.
• Manage vendor relationships, support contracts and service level expectations.
• Lead support-related initiatives including device lifecycle management, software deployments, onboarding/offboarding activities and other operational projects.
• Develop and maintain IT support policies, procedures and documentation.
• Help create a culture where accountability, ownership, collaboration and continuous improvement are part of everyday operations.

What We're Looking For

• Bachelor's degree or equivalent combination of education and experience.
• 5+ years leading IT support, help desk or IT service delivery teams.
• Demonstrated success coaching, mentoring and developing technical professionals.
• Strong understanding of IT service management principles and end-user support operations.
• Experience improving support processes, workflows and service delivery.
• Familiarity with IT asset management, hardware lifecycle planning and workplace technologies.
• Experience evaluating or implementing automation, AI-enabled support tools or modern service management platforms is highly desirable.
• Excellent communication skills with the ability to build relationships across technical and non-technical teams.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• A collaborative leadership style with a passion for developing people rather than simply managing tasks.

Why This Opportunity?

This organization is known for investing in its people and promoting a collaborative, team-oriented culture where leaders are empowered to make meaningful improvements. You'll have the opportunity to shape the future of IT support by developing an engaged team, modernizing service delivery and introducing innovative technologies that enhance the employee experience.

If you're a servant-minded leader who enjoys coaching others, driving operational excellence and building high-performing support organizations, we'd love to tell you more about this opportunity.

Company Description

At Insight Recruitment, we specialize in connecting top professionals in ERP, Information Technology (IT), Sales & Marketing, and Executive leadership with companies that need their skills most.

For over 25 years, we've been known as a boutique executive search firm that goes beyond "post and pray" recruiting. Instead, we take a hands-on, personalized approach - directly engaging with passive talent to deliver the right candidates, not just the most available ones.

With a track record of long-term placements and 99% of roles filled within the first 3-5 candidates presented/interviewed, Insight Recruitment has become the trusted partner for organizations across the Midwest and nationwide looking for quality hires who stay and make an impact.

Company Description

At Insight Recruitment, we specialize in connecting top professionals in ERP