The IT Services Manager will lead our IT support services team. We're looking for someone who enjoys improving the status quo and finding new ways to deliver excellent IT services.
We don't need someone to simply inherit our existing processes. We want someone who will understand them, challenge them, and improve them. You'll be expected to identify things we should stop doing, things we should do differently, and capabilities we need to build.
You'll lead the help desk and continuously improve how we deliver IT services and support. Partner with your peers on the IT Infrastructure team while remaining accountable for driving your ideas through implementation and achieving measurable results.
You'll deliver exceptional customer service, manage projects in a dynamic environment, and continuously adapt to new technologies.
This is an on-site role with a Monday - Friday schedule reporting to our Baton Rouge, LA office
How you'll make an impact:- Help Desk Leadership: Go beyond day-to-day supervision and develop your staff's technical and communication skills to prepare them for more advanced roles. Mentor your staff, balance workloads, and reinforce ownership and accountability.
- Ticket Queue & Problem Management: Build a support operation where high-impact issues are surfaced quickly, recurring problems are eliminated, and tickets don't quietly age without resolution.
- Ticket System & Workflow Design: Design workflows, routing, prioritization, automation, SLAs, and escalation processes so the right issues receive the right response at the right time.
- Advanced Technical Support: Define what excellent support looks like. Solve problems, not just symptoms. Identify root causes, propose solutions, escalate when needed. Diagnose and resolve technical issues across hardware, OS, Microsoft 365, Active Directory, networking, and SaaS applications both onsite and remotely.
- Asset & Inventory Management: Build an asset lifecycle program that gives us confidence in what we have, where it is, when it should be replaced, and what it costs. Track hardware and software inventory, licenses, warranties, and refresh cycles.
- Onboarding and Offboarding: Own user onboarding and offboarding; identify, design, and implement improvements that increase user experience, efficiency, and reliability.
- Endpoint Standards & Lifecycle: Evaluate endpoint configuration, purchasing, and support agreements to optimize performance, reliability, and lifecycle cost.
- Project Ownership: Independently scope, plan, and execute IT projects, including inventory workflows, onboarding/offboarding improvements, and support process standardization.
- Metrics, Reporting & Customer Experience: Use Freshservice dashboards to track SLA compliance, ticket volume, and resolution times, translate insights into actionable improvements, and deliver high-touch, professional support.
Skills you'll need:- 5+ years of IT support experience or equivalent degree in IT/Computer Science, including experience leading or supervising a help desk or support team.
- Proven expertise in Microsoft 365, Active Directory, Entra, networking fundamentals, and troubleshooting.
- Demonstrated ability to lead a support organization while simultaneously improving the systems, processes, and people behind it.
- Strong communication skills and leadership presence.
- Experience designing or re-engineering IT support and ticketing systems with demonstrated results.
- Experience with IT asset management, purchasing, and software and hardware inventory.
- Growth-oriented mindset with an appetite for continuous learning and coaching team members.
Here's what will set you apart:- Recognize systemic issues and drive long-term fixes.
- Experience standardizing and modernizing IT support processes.
- Strong people leadership, mentoring, and coaching ability.
- Balance of technical depth, sound prioritization, and customer empathy.
- Demonstrated ability to lead through escalations, prioritize competing demands, and maintain service quality.
- Friendly demeanor with the ability to teach users and develop Desktop Support technicians.
- Excellent troubleshooting skills.
The Rewards:- Employee Stock Ownership Plan (ESOP)
- 401(K) Match
- Competitive Pay
- Medical, Dental and Vision Insurance Package
- Employer Paid Life Insurance
- Paid Time Off and Holiday Pay
- Career Development Opportunities
