In this role, you will oversee IT support operations, manage vendor and service provider relationships, lead technical teams, and serve as a hands-on escalation resource for critical business-impacting issues. This is an excellent opportunity for a proven IT professional who combines technical expertise, leadership, and a passion for customer service.

What You'll Do

Leadership & Service Delivery

• Lead End-User Computing services, including desktop support, endpoint management, mobile device support, software deployment, and operational support.
• Champion a white-glove, customer-first support culture focused on responsiveness, professionalism, communication, ownership, and follow-through.
• Manage and develop support team members through coaching, mentoring, training, and career development.
• Serve as a key liaison between IT, business stakeholders, managed service providers, and technology vendors.

End-User Support & Operations

• Ensure timely resolution of incidents, service requests, escalations, and recurring technical issues.
• Oversee executive and VIP support services, ensuring a high level of professionalism, discretion, and responsiveness.
• Monitor service levels, ticket performance, backlog management, and customer satisfaction metrics.
• Lead root-cause analysis efforts and implement continuous improvement initiatives to enhance service quality and reliability.

Vendor & Project Management

• Manage vendor relationships, support contracts, hardware refresh programs, software distribution, patch management, and endpoint lifecycle activities.
• Lead End-User Computing projects from planning and design through implementation and operational transition.
• Partner with business leaders to identify technology needs and deliver effective, secure, and scalable solutions.

Reporting & Continuous Improvement

• Develop dashboards, metrics, and reporting that provide visibility into support operations and technology performance.
• Create and maintain documentation, procedures, knowledge bases, and operational standards.
• Ensure compliance with IT policies, security requirements, and service management best practices.

What We're Looking For

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field preferred; equivalent experience will be considered.
• 10+ years of progressive experience in IT support, service desk operations, endpoint management, desktop support, or related technology functions.
• Demonstrated leadership experience managing technical teams, service providers, or support organizations.
• Strong understanding of:
  • End-User Computing technologies
  • Desktop, laptop, tablet, and mobile device support
  • Endpoint management and software deployment
  • Application packaging and patch management
  • Service desk operations and escalation management
  • Vendor and managed service provider oversight

Preferred Qualifications

• ITIL, PMP, Microsoft, Endpoint Management, Service Management, or related technology certifications.
• Experience leading enterprise support initiatives and technology modernization projects.
• Strong analytical, project management, communication, and relationship-building skills.

Work Environment

• Regular onsite presence required.
• Occasional travel to support corporate locations, technology initiatives, and business operations.
• Availability outside normal business hours may be required for escalations, executive support, and urgent technology matters.

Annual Base Salary Range: $145,657 - $175,000. This position is eligible to participate in the company's annual discretionary bonus program.

Inland offers a competitive range of benefits for eligible Full-time employees:

• Medical/Dental/Vision insurance (PPO)
• Participation in the company 401(k) plan with a company match
• Vacation Time, Nine Paid Holidays, Three floating holidays per year
• Sick time
• Tuition reimbursement opportunity
• Company-paid life insurance equaling your annual base salary
• Company-paid short-term and long-term disability
• Paid Parental Leave

This position is eligible as an internal promotion opportunity.

To learn more about the Benefits Inland offers its employees please click the link to learn more.

As part of our commitment to an efficient and consistent hiring experience, The Inland Real Estate Group, LLC and its affiliated companies ("Inland") may utilize artificial intelligence ("AI") or automated technologies to assist in certain aspects of the recruitment and hiring process, including resume review and candidate screening. AI-enabled tools are used to support hiring decisions and are not used as the sole basis for employment decisions. All employment decisions are reviewed and made by qualified Inland professionals.