IT Support Manager: Strategy, Automation & MS 365

Keel Infrastructure; Pittsburgh (Allegheny County); Sur place; USD 100 000 - 150 000; Plein temps

Avantages offerts par ce poste

Competitive salary

Equity opportunities

Health benefits

Retirement plan

Employee referral program

Résumé du poste

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

Responsabilités

• 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

Connaissances

IT leadership

ITSM

Jira Service Management

Microsoft 365

Entra ID

Intune

Conditional Access

cross-functional collaboration

strong communication

Formation

Bachelor’s degree (preferred)

Outils

Jira Service Management

Confluence

Description du poste

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.