IT Support Manager - White-Glove End-User Leader

Inland Real Estate Group of Companies; Downers Grove (IL); On-site; USD 120,000 - 160,000; Full time

Job summary

Inland Real Estate Group of Companies is seeking an IT Support Manager to lead our End-User Computing (EUC) function and drive a white-glove support experience for employees, executives, and business stakeholders.

You will oversee IT support operations, vendor relationships, and technical teams, while acting as a hands-on escalation resource for critical issues. This role requires a seasoned IT leader with a passion for service excellence and customer outcomes.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or related field preferred; equivalent experience considered.
• 10+ years of progressive experience in IT support, service desk operations, endpoint management, desktop support, or related technology functions.
• Demonstrated leadership experience managing technical teams, service providers, or support organizations.
• Strong understanding of End-User Computing technologies, desktop/laptop/mobile device support, endpoint management, patch management, service desk operations, and vendor oversight.

Responsibilities

• Lead End-User Computing services including desktop support, endpoint management, mobile device support, software deployment, and operational support.
• Champion a white-glove, customer-first support culture emphasizing responsiveness, professionalism, communication, ownership, and follow-through.
• Manage and develop support team members through coaching, mentoring, training, and career development.
• Serve as a key liaison between IT, business stakeholders, MSPs, and technology vendors.
• Oversee incidents, service requests, escalations, and recurring technical issues.
• Manage executive and VIP support services with professionalism and discretion.
• Monitor service levels, ticket performance, backlog management, and customer satisfaction metrics.
• Lead root-cause analysis and continuous improvement initiatives.

Skills

End-User Computing

Desktop support

Endpoint management

Vendor management

Service desk operations

Escalation management

Project management

Leadership

Customer service

Education

Bachelor's degree in IT/CS/IS or related field

Tools

ITIL Certification

PMP Certification

Microsoft Certification

Endpoint Management

Job description

Inland Real Estate Group of Companies is seeking an IT Support Manager to lead our End-User Computing (EUC) function and drive a white-glove support experience for employees, executives, and business stakeholders.

You will oversee IT support operations, vendor relationships, and technical teams, while acting as a hands-on escalation resource for critical issues. This role requires a seasoned IT leader with a passion for service excellence and customer outcomes.