POSITION SUMMARYWe are seeking an experienced and forward-thinking
IT Manager to lead our internal IT operations and oversee our Tier 2 Technical Support team. This is a hands-on leadership role with responsibility for employee technology, infrastructure, device management, and support for hardware deployed in customer facilities.
The ideal candidate is a proactive leader who thrives in a fast-paced technology environment, understands hybrid cloud and on-prem infrastructure, and can balance strategic planning with operational execution
WHAT YOU'LL DOLead & Develop Teams- Manage, mentor, and coach IT and Tier 2 Technical Support team members.
- Build a culture centered on accountability, service quality, and operational excellence.
- Oversee ticket management, escalations, staffing, and resource allocation.
- Partner with the Tier 1 support team to ensure consistent troubleshooting processes and escalation procedures.
- Collaborate cross-functionally with Product, Engineering, Dispatch, Inventory, PMO, and Customer Support teams to ensure reliable service delivery.
Manage IT Infrastructure & Systems- Oversee networks, servers, cloud services, endpoints, and collaboration platforms.
- Ensure reliable operation of employee technology including laptops, mobile devices, cloud services, and enterprise applications.
- Manage identity and access control systems (e.g., Azure AD/Entra ID, MFA, SSO).
- Ensure effective endpoint management, device security, patching, and vulnerability remediation.
- Maintain asset tracking and employee hardware procurement processes.
Support Field Technology & Product Deployment- Lead Tier 2 support for communication technology installed in correctional facilities.
- Serve as the senior escalation point for complex hardware and infrastructure issues.
- Partner with Product and Engineering to support new deployments, integrations, and hardware revisions.
- Monitor system performance and recommend improvements to enhance reliability and scalability.
- Support testing and validation of new hardware platforms and product features.
Enhance Security & Compliance- Implement cybersecurity controls including endpoint protection, vulnerability management, and security monitoring.
- Maintain centralized systems monitoring and management of IT systems, endpoints, network infrastructure, and deployed devices to ensure consistent configuration, visibility, and operational control.
- Support incident response, security audits, disaster recovery, and business continuity processes.
- Ensure compliance with internal policies and industry best practices.
Drive Operational Excellence- Establish and track SLAs, KPIs, and operational metrics for IT and Tier 2 support.
- Drive continuous improvement initiatives that increase efficiency and user satisfaction.
- Develop and maintain processes through technical documentation, troubleshooting playbooks, and standardization procedures.
- Evaluate and manage vendor relationships and infrastructure tools.
- Provide regular reporting to leadership.
Plan for the Future- Develop the IT operations roadmap aligned with company goals.
- Advise leadership on technology investments, innovation opportunities, and infrastructure risks.
- Manage relationships with internet service providers, hardware vendors, and security partners.
- Manage and forecast infrastructure budgets, capacity planning, and hardware refresh cycles.
WHAT YOU'LL BRINGRequired qualifications- Bachelor's degree in IT, Computer Science, Engineering, or equivalent experience.
- Five (5) or more years managing IT infrastructure or advanced technical support environments.
- At least two (2) years leading technical teams.
- Experience supporting customer-facing technical support or escalation teams.
- Strong expertise in:
- Active Directory, Azure AD/Entra ID
- Microsoft 365 administration
- Intune/Endpoint Manager
- Microsoft Defender and modern endpoint protection
- Networking concepts (routing, switching, VPNs, segmentation)
- IT governance frameworks (e.g., ITIL)
- Security or compliance environments (e.g., SOC 2)
Preferred Qualifications- Experience in communication technology or telecommunications
- Experience with hardware deployed in customer/field environments
- Certifications: CCNA, CompTIA CySA+, CASP+, AWS Security Specialty, Microsoft Azure
- Experience with IoT or large-scale device deployments
- Experience supporting Android-based systems
- Experience building monitoring/observability platforms
WHAT WE OFFER- Medical, dental, vision, and supplemental insurance options
- Maternity, paternity, and parental leave
- 401(k) with company contribution
- PTO, paid holidays, and work-life balance initiatives
- Training and career development opportunities
- Purpose-driven culture, team events, merchandise discounts, and gym membership discounts
