Support Manager, Information Technology

ReturnPro; Florida; On-site; USD 65,000 - 95,000; Full time

Job summary

ReturnPro LLP in Miami, FL seeks an IT Support Manager to own the day-to-day IT operations for a growing organization. This is not an entry-level role; it requires hands-on experience and the ability to keep systems running smoothly.

You will work with the Senior IT Manager, manage end-user issues, vendors, assets, licenses, and renewals. You’ll implement process improvements, maintain documentation, and ensure security across networks and devices.

Qualifications

• Bachelor’s degree in information technology, computer science, software engineering, or a related field
• Proven experience in managing IT infrastructure and services
• Experience with computer networks, network administration, and network installation
• Proficient in computer hardware, cabling installation and support, wireless technology applications and interface, and IT security
• Proficient in Microsoft Windows software, including server, office, and exchange
• Self-motivated in achieving goals and completing routine tasks
• Excellent analytical problem-solving skills when faced with new challenges
• Excellent verbal and written communication skills
• Embody ReturnPro’s company values: Team, Innovation,Partnership, and Sustainability
• Strong time management and project management skills
• Ability to work independently, multi-task, and deliver quality work in an efficient manner
• Ability to manage competingpriorities
• Ability to succeed in a team environment

Responsibilities

• Manage all IT support operations including helpdesk requests, incidents, and escalations
• Be the go-to person for end-user hardware, software, and connectivity issues
• Supervise and support IT staff, setting the standard for how work gets done
• Help onboard new team members from an IT perspective and keep the process smooth
• Configure and maintain network equipment across our locations (we run Cisco Meraki)
• Support Microsoft 365, Windows environments, and endpoint management (MDM)
• Run cable, set up access points, and handle physical infrastructure when needed
• Maintain and troubleshoot servers, switches, firewalls, and wireless systems
• Maintain a complete register of IT vendors, contracts, and SaaS subscriptions
• Track renewal dates and proactively flag upcoming expirations well in advance
• Get competitive quotes before renewing anything significant
• Build and maintain relationships with key vendors including our ISP, telecom, and hardware suppliers
• Ensure the company is never surprised by an auto-renewal or a contract it did not intend to sign
• Keep our asset management system (RefTab) accurate and up to date
• Track hardware assignments, warranty status, and refresh schedules
• Manage software licenses and ensure we are not over or under-licensed
• Maintain visibility into all company-wide SaaS tools, even those owned by other departments
• Keep SOPs, network diagrams, and support procedures current and accessible
• Submit regular reports on helpdesk performance, open issues, and project status
• Maintain a renewal calendar and share relevant updates with leadership and finance
• Document decisions, configurations, and vendor interactions so nothing lives only in one person’s head
• Identify recurring issues and fix the root cause, not just the symptom
• Proactively surface risks, gaps, and opportunities to the Senior IT Manager
• Bring structure to things that currently lack it

Skills

Hands-on IT management

Vendor management

Asset & license management

IT project management

Team supervision

Customer support

Education

Bachelor’s degree in information technology, computer science, software engineering, or a related field

Tools

Cisco Meraki

MDM

Microsoft 365

Windows Server

Networking

Job description

Job Details: Job Location: FL Miami - Aventura, FL 33180, Position Type: Full Time, Education Level: Bachelors Degree, Job Shift: HQ: Standard 9am to 6pm, Job Category: Information Technology, We are looking for an IT Support Manager who genuinely enjoys the craft of IT and wants to own the day-to-day operations of a growing company.

This is not a role for someone who wants to sit above the work. It is also not an entry-level helpdesk position. It is a great fit for someone who is a few years into their career, has built up solid hands-on experience, and is ready to be the person who keeps things running and makes them better.

You will work closely with our Senior IT Manager and be the primary operational owner of IT support across the company. That means everything from resolving end-user issues and managing vendors, to configuring a switch or running a cable when it needs to happen. You will also be the person who keeps track of everything — assets, contracts, renewals, licenses, and the things that tend to fall through the cracks when nobody owns them. If you are the kind of person who finds that kind of variety energizing rather than overwhelming, you will fit in well here.

Day-to-Day Support

• Manage all IT support operations including helpdesk requests, incidents, and escalations
• Be the go-to person for end-user hardware, software, and connectivity issues
• Supervise and support IT staff, setting the standard for how work gets done
• Help onboard new team members from an IT perspective and keep the process smooth

Infrastructure and Hands-On Work

• Configure and maintain network equipment across our locations (we run Cisco Meraki)
• Support Microsoft 365, Windows environments, and endpoint management (MDM)
• Run cable, set up access points, and handle physical infrastructure when needed
• Maintain and troubleshoot servers, switches, firewalls, and wireless systems

Vendor and Contract Management

• Maintain a complete register of all IT vendors, contracts, and SaaS subscriptions
• Track renewal dates and proactively flag upcoming expirations well in advance
• Get competitive quotes before renewing anything significant
• Build and maintain relationships with key vendors including our ISP, telecom, and hardware suppliers
• Ensure the company is never surprised by an auto-renewal or a contract it did not intend to sign

Asset and License Management

• Keep our asset management system (RefTab) accurate and up to date
• Track hardware assignments, warranty status, and refresh schedules
• Manage software licenses and ensure we are not over or under-licensed
• Maintain visibility into all company-wide SaaS tools, even those owned by other departments

Documentation and Reporting

• Keep SOPs, network diagrams, and support procedures current and accessible
• Submit regular reports on helpdesk performance, open issues, and project status
• Maintain a renewal calendar and share relevant updates with leadership and finance
• Document decisions, configurations, and vendor interactions so nothing lives only in one person’s head

Operational Improvement

• Identify recurring issues and fix the root cause, not just the symptom
• Proactively surface risks, gaps, and opportunities to the Senior IT Manager
• Bring structure to things that currently lack it

Qualifications:

• Bachelor’s degree in information technology, computer science, software engineering, or a related field
• Proven experience in managing IT infrastructure and services
• Experience with computer networks, network administration, and network installation
• Proficient in computer hardware, cabling installation and support, wireless technology applications and interface, and IT security
• Proficient in Microsoft Windows software, including server, office, and exchange
• Self-motivated in achieving goals and completing routine tasks
• Excellent analytical problem-solving skills when faced with new challenges
• Excellent verbal and written communication skills
• Embody ReturnPro’s company values: Team, Innovation,Partnership, and Sustainability
• Strong time management and project management skills
• Ability to work independently, multi-task, and deliver quality work in an efficient manner
• Ability to manage competingpriorities
• Ability to succeed in a team environment