Senior IT Manager

Facebook; Seattle (WA); On-site; USD 120,000 - 180,000; Full time

Job summary

Hayes is seeking a Sr IT Manager of the Support team to lead a group focused on customer service excellence. The role emphasizes managing end user support, implementing process improvements, and driving service quality in a fast-paced environment.

The position requires strong leadership, budgeting, and strategic thinking to align IT initiatives with business goals. It is an in-office role with travel to remote corporate sites as needed.

Qualifications

• Bachelor's degree in computer science, information technology, or relevant experience.
• ITSM certification preferred; technical certifications favored.
• Experience with Zendesk, AD, Azure, Salesforce and Microsoft 365.

Responsibilities

• Manage end user support and technical issue resolution.
• Provide technical expertise for tactical and strategic projects.
• Implement operational best practices and continuous service improvement.
• Ensure SLAs and customer satisfaction targets are met, with reporting.
• Lead, coach, and develop team members.
• Develop goals, budgets, and oversee hardware provisioning and deployment.

Skills

Communication skills

Customer service orientation

Problem solving

Change management

Project management

Strategic thinking

Education

Bachelor's degree in CS/IT

ITSM certification

Technical certifications

Tools

Zendesk

Active Directory

Azure

Salesforce

NinjaOne

Intune

Microsoft 365

Job description

At Hayes, the Sr IT Manager of the Support team leads a group committed to customer service and always eager to help others.

Responsibilities

• Manage the support of end user service requests and technical issues.
• Provide technical expertise for both tactical and strategic projects.
• Implement operational best practices and continuous Service Management improvement.
• Ensure SLA’s are met and strive for a near 100% customer satisfaction rating.
• Provide detail and summary reporting for key metrics.
• Lead, coach, and develop team members.

Lead the Support Team

• Develop departmental goals, objectives, and operating budgets.
• Oversee the provisioning, deployment, management and tracking of all end user equipment and hardware.
• Lead direct reports, provide challenging assignments, training, and career opportunities.
• Develop action plans for improving productivity, service responsiveness and cost efficiencies.

Implement Process Improvement

• Manage device lifecycle replacement standards.
• Ensure all technical resolutions are documented and organized in a knowledgebase for easy end user reference.
• Stay current in end user support, management, technologies, policies, and procedures.
• Make recommendations to improve operational efficiency to department head.

Drive Efficiency

• Promote self-service tools, automation, and the knowledgebase as tools to improve service levels, end user satisfaction, and productivity.
• Develop, manage, measure and report on key metrics, including customer satisfaction, average response time, and end user productivity.
• Act as the single point of escalation for all Support related incidents.
• Duties as assigned or required by executive leadership or direct supervisor.

Skills & Qualifications

• Communication Skills: Ability to communicate effectively with both technical and non-technical stakeholders. Includes verbal and written communication, active listening, and the ability to explain complex technical concepts in simple terms.
• Customer Service Orientation: Maintain strong focus on providing excellent customer service and ensuring a positive user experience. Includes empathy, patience, and commitment to resolving issues in a timely and satisfactory manner.
• Problem-Solving And Decision-Making: Ability to analyze situations, identify root causes, and make informed decisions to resolve issues and improve service delivery. Includes critical thinking, creativity, and balance short‑term fixes with long‑term solutions.
• Change Management: Ability to manage and adapt to change within IT environment and organization. Includes leading the team through transitions, implementing new technologies or processes, and fostering culture of continuous improvement.
• Project Management: Skills in planning, organizing, and managing resources to achieve specific goals. Important for overseeing IT projects, coordinating with other departments, and ensuring initiatives are completed on time and within budget.
• Strategic Thinking: Ability to align the helpdesk operations and initiatives with broader organizational goals. Includes understanding business objectives, identifying opportunities for IT to add value, and contributing to overall strategy.

Education or Training

• Bachelor's degree in computer science, information technology, or relevant technical experience or industry experience.
• ITSM certification preferred.
• Technical certifications favored.
• Familiarity with technical systems such as: Zendesk, Active Directory, Microsoft Azure, Salesforce, NinjaOne, Microsoft Intune, and Microsoft 365.

Experience Requirements

• 4+ Years in a help desk or technical support role.
• 2+ Years in a supervisory or leadership position.

This is a full‑time in‑office position with the exception of on‑call and essential job functions that require travel to any remote corporate office or event. Office hours are assigned by department head.