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Location: Gilbert, AZ
Type: Full-Time, Direct Hire
Schedule: Onsite 5 days a week
Overview
The IT Support Manager will lead day-to-day IT support operations for the Gilbert location and regional employees. This role manages the support team, oversees help desk performance, ensures reliable systems and infrastructure, and builds processes that scale with organizational growth. The ideal candidate combines hands on technical strength with steady leadership and the ability to partner across departments.
Responsibilities
- Lead and develop the IT support team through hiring, training, and ongoing performance management.
- Oversee daily help desk operations, ensure timely response and resolution for all user issues, and maintain high support standards.
- Build and maintain support procedures, service level expectations, onboarding and offboarding workflows, asset tracking, and endpoint management practices.
- Manage hardware and software provisioning, updates, patch cycles, and troubleshoot issues across office and field environments.
- Lead escalation management and root cause analysis. Partner with infrastructure or security teams when deeper remediation is required.
- Track and report on support metrics such as ticket volume, backlog, resolution time, and user satisfaction. Identify trends and drive process improvement.
- Maintain documentation including knowledge base content, SOPs, and user guides.
- Oversee vendor relationships, contract renewals, and procurement needs related to IT equipment or services.
- Collaborate with leaders and cross functional teams to ensure IT support aligns with business priorities.
Qualifications
- 5 or more years in IT support or help desk roles with at least two years in a leadership or supervisory capacity.
- Strong technical background in hardware, software, networking fundamentals, endpoint management, and support tools.
- Experience with ticketing systems, SLA management, escalation workflows, and support reporting.
- Strong communication skills with the ability to work effectively across departments and support users with varying technical skill levels.
- Proven ability to balance multiple priorities and respond quickly to operational needs.
- Preferred experience in environments that support both office based employees and field staff.
What You Bring
You deliver consistent, high-quality support, create structure in a fast-moving environment, and build a service oriented culture within the IT function. Your leadership will strengthen the reliability, responsiveness, and scalability of the organization's technology operations.
Benefits:
- Health Insurance - We offer three competitive health plan options
- Health Savings Account (HSA)
- Voluntary Dental, Vision, Accident, and Life coverage
- 401k after 90 days of employment with a company match up to 4%
- Flexible PTO
- Other benefits include but not limited to an EAP, LegalShield, IDShield, Telemedicine and a 24/7 Nurseline
All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county, to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.
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