Job OverviewImpact is seeking an IT Support Manager to lead our Internal IT Support team and deliver reliable, consistent, secure, and customer-focused technology support across the organization. This hands-on leadership role is responsible for developing a cohesive and accountable team, overseeing daily service operations, guiding complex technical escalations, and leading projects that improve the employee technology experience. The ideal candidate combines strong people leadership with practical expertise across Microsoft 365, Azure, Entra ID, endpoints, collaboration tools, networking, and IT service management. This person will establish clear operating standards, strengthen technical capability, expand automation and self-service, and build a support model that scales with Impact's continued growth.
Responsibilities- Lead, coach, and develop the IT Support team by setting clear expectations, building accountability, managing performance and conflict, and creating meaningful development opportunities.
- Define and communicate a practical vision for the support organization, translating that vision into priorities, operating standards, staffing plans, training plans, and measurable improvement initiatives.
- Manage team workload, schedules, coverage, and assignment of work across urgent incidents, routine requests, preventive maintenance, and technical projects.
- Hire and onboard support staff who demonstrate technical judgment, customer focus, curiosity, communication skills, and accountability.
- Serve as the senior escalation point for complex endpoint, identity, application, collaboration, network, and cloud issues, providing hands-on technical leadership across Microsoft 365, Azure, Entra ID, Intune, and Windows environments.
- Own daily service desk operations and continually improve incident, request, problem, knowledge, asset, onboarding, offboarding, and major incident processes using practical IT service management principles.
- Use service data to improve response times, SLA attainment, backlog health, documentation, self-service, automation, staffing, and recurring-issue prevention.
- Maintain organized support coverage for employees across offices and time zones, including emergency and after-hours support when required.
- Lead end-user technology projects from requirements and planning through testing, communication, support readiness, and transition into stable operations while balancing daily service commitments.
- Maintain an improvement roadmap for service desk processes, workforce capability, tooling, automation, device standards, monitoring, and employee experience.
- Communicate clearly during escalations, outages, changes, and technology rollouts, and provide the CIO with concise reporting on service performance, capacity, projects, risks, and recommended actions.
Qualifications & Experience- Five or more years of progressive IT operations or support experience, including demonstrated success leading technical employees, managing performance and conflict, establishing accountability, and balancing incidents, projects, and competing priorities.
- Strong customer service judgment with the ability to remain calm during high-impact situations, communicate effectively with stakeholders, and translate a future-state vision into an actionable, measurable roadmap.
- Strong hands-on experience administering Microsoft 365, Azure, Entra ID, Intune, and Windows endpoints, including identity, access, authentication, device compliance, software deployment, patching, licensing, and service health.
- Strong troubleshooting knowledge across DNS, DHCP, TCP/IP, VPN, wireless, switching, authentication, printing, conferencing, and common business applications.
- Experience with ITSM platforms, service reporting, knowledge and asset management, monitoring, remote support, and PowerShell or comparable automation methods.
- Understanding of security fundamentals, including least privilege, multifactor authentication, endpoint protection, secure onboarding and offboarding, incident escalation, and change control.
- Microsoft, ITIL, HDI, CompTIA, project management, or comparable technical and service management certifications preferred.
- Experience in a Microsoft Partner, managed service provider, multi-office, high-growth, or compliance-driven environment, with exposure to Microsoft cloud projects, service maturity initiatives, automation, KPI reporting, or organization-wide technology rollouts preferred.
- Experience supporting executive users and communicating service risk, business impact, and technical recommendations to leadership preferred.
What Drives ImpactBehaviors define what our core values look like in action. Leaders are expected to model them; teams are expected to live them:
- Innovation: We embrace change because innovation lives outside the comfort zone.
- Passion: We are driven by purpose, fueled by passion, and obsessed with making an impact.
- Honesty: We are fiercely transparent and consistently honest.
- Fun: We fuel work with fun, knowing life's too short for boring.
- Low Ego: We champion ideas over titles, because brilliance knows no rank.
- One Team: We win as a team, we lose as a team, we are one team.
CompensationActual compensation packages are based on several factors that are unique to each candidate, including but not limited to skillset, experience and training, licensures and/or certifications, and other organizational needs.
Impact may offer applicable incentive compensation plans depending on role and/or department.
Full compensation details can and will be discussed with an Impact Talent Acquisition team member at the start of the interview process.
Benefits We Take Pride In- 5-year Tiffany & Co. Gift Card or Custom Menswear, 10-year Custom Rolex, 20-year $20,000 Check incentive rewards
- Valuable time off with up to 20 days of PTO, 7 Paid Sick Days, 12+ paid holidays, and Paid Parental Leave
- Development and growth opportunities with on-going training & continued education reimbursement
- 401(K) & retirement plans with complimentary financial advisory services
- Comprehensive health, disability, life, dental, and vision plans
For full benefit information, visit https://www.impactmybiz.com/careers/#benefits
