Job Description

The IT Manager is responsible for leading and developing a team of Entry level, Mid Level, and Senior Information Systems Engineers who deliver Tier 1 through Tier 3 operational support for a wide range of enterprise systems including Microsoft 365, which is the core of our personal productivity and collaboration strategy. 

This is people centric leadership role focused on workforce management, operational excellence, and service reliability in a 24/7 global support model. The IT Manager provides strong direction, coaching, and accountability across all support tiers, ensuring effective escalation, incident management, and cross region handoffs.

The role owns operational strategy, service performance, staffing and coverage models, and, while partnering with architecture and engineering leadership to ensure alignment with global strategy.

Primary Responsibilities

• Lead, manage, mentor, and coach Entry-Level to Senior Information Systems Engineers, providing clear expectations, performance feedback, and career development guidance.

• Demonstrates strong performance within a global team, emphasizing transparent communication and a commitment to cultural diversity. 

• Leverage ITSM processes to drive operational efficiencies to reduce resolution time, improve first‑contact resolution, and drive proactive incident and problem management through automation and analytics.

• Be accountable for Operational Excellence, including monitoring key operational metrics and driving continuous improvement to enhance overall Operational Excellence scores.

• Serve as a trusted business partner and ensure technology services we deliver meet business demands

• Ensures system support documentation is developed and maintained completely and on a timely basis. 

• Act as an escalation point for complex technical and operational issues, including Tier 3 support scenarios.

• Ensure service reliability, operational maturity, and follow-the-sun support coverage for a wide range of services. 

• Produce and maintain operational documentation, governance artifacts, architectural standards, and adoption guidance.

Requirements

(Explain the technical areas/skills required for hiring)

Essential

• Experience leading technical teams supporting enterprise collaboration and productivity platforms.

• Ability to apply critical thinking skills and identify rational solutions to complex problems. 

• Experience balancing people leadership with hands-on technical responsibilities.

• Strong written and verbal communication skills with both technical and non-technical stakeholders.

• Strong understanding of IT Service Management (ITSM) concepts and operational practices.

• Budgeting experience

• Strong track record of building high functioning teams

• Servant leader mindset focused on outcomes

• Customer service excellence led by example

Additional

• Ability to prioritize and deliver multiple initiatives simultaneously.

• Strong customer service mindset with a focus on business outcomes.

• Proven ability to lead technical discussions and stakeholder meetings.

• Strong management and leadership skills

• In-depth technical knowledge of one or more operating systems, hardware architecture, and collaboration services.

• Good ability to supervise and train employees with varying skill sets in a high-pressure environment

• Strong analytical, problem-solving, and decision-making skills.

• Experience operating in global, follow-the-sun support models.

Preferences

• Experience with Windows and macOS

• Experience with desktop and laptop hardware

• Experience with collaboration tools included with Microsoft 365, including Teams, SharePoint Online, OneDrive, and Power Platform.  Familiarity with Atlassian Jira and Confluence.

• Experience using AI to increase operational efficiency

• Familiarity with Microsoft Azure and Entra ID.

• Familiarity with ITSM platforms such as ServiceNow.

Mandatory Technical Skills

• Basic understanding of Windows and macOS

• Basic understanding of desktop and laptop hardware

• Experience with enterprise collaboration services such as Microsoft 365. 

Total Years of Relevant Experience

• 8–12 years (including people leadership experience)

Education Preference

Bachelor’s degree in Computer Science, Engineering, or a related field required.
Equivalent combinations of education, training, and relevant experience may be considered.