IT Support and Systems Manager

IT Systems Support Manager

We are seeking a proactive IT Systems Support Manager to lead our end-user support operations, mobile device management, and ERP/CRM system maintenance. This role is ideal for a tech-savvy people leader with a passion for process optimization, knowledge sharing, and customer service.

You ll manage daily IT support activities, enhance our technical documentation and knowledge base, and serve as the primary liaison for ERP/CRM-related needs. As we scale, you ll play a key role in building support strategies, tools, and processes that drive efficiency across the organization.

Responsibilities

Support Operations & End-User Experience

• Lead and oversee IT support for desktops, laptops, mobile devices, and peripherals across multiple locations
• Manage MDM platforms (iOS and Android), including provisioning, policy enforcement, and troubleshooting
• Oversee ticket intake, triage, escalation, and resolution ensuring timely service and high user satisfaction
• Establish and track KPIs to identify trends and drive improvements

ERP & CRM Systems

• Act as the internal SME for ERP and CRM platforms; handle user issues, enhancements, and vendor escalations
• Partner with stakeholders to prioritize and implement system changes aligned to business needs
• Maintain documentation, SOPs, and training materials for ERP/CRM use

Knowledge Management & Documentation

• Build and manage a self-service knowledge base (how-tos, FAQs, process guides)
• Standardize IT procedures and update internal support documentation regularly

Team Leadership & Development

• Supervise IT support staff; provide coaching, mentoring, and performance feedback
• Help plan for future team growth and skill development based on business expansion

Strategic Projects & Scalability

• Lead or support IT projects (system upgrades, rollouts, migrations)
• Recommend new tools, automation, or process changes to support business scale
• Stay informed on technology trends that could enhance operations or support models

Qualifications

Education & Certifications

• Bachelor s degree in IT, Computer Science, or a related field or equivalent experience
• Certifications such as CompTIA A+, Microsoft MDAA, ITIL Foundation, or Apple ACSP preferred

Experience

• 3 5 years in IT support roles, ideally in a multi-site or field-service environment
• Proven experience with MDM platforms, ERP/CRM systems, and IT ticketing systems
• Exposure to manufacturing, distribution, or logistics industries is a plus
• Previous leadership or team coordination experience preferred

Technical Skills

• Strong troubleshooting skills in Windows environments and Microsoft 365
• Familiarity with networking fundamentals (TCP/IP, DNS, VPN)
• Experience supporting iOS and Android mobile platforms
• Strong documentation and communication skills

Juno is an Equal Opportunity Employer that provides equal opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, genetic predisposition or carrier status, or any other characteristic protected by federal, state or local law. The Company is committed to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment. It s expected that all employees are aware of this policy and that they create an environment that s sensitive and respectful to all individuals.