Job Overview:

We are seeking a dynamic and hands-on Manager or Senior IT Manager to lead and oversee the IT Service Desk, Server and PC Engineering & Support, Remote Infrastructure Support, and Microsoft Personal Productivity Suite areas. This role requires a blend of leadership and technical expertise to manage and optimize these critical IT functions. The ideal candidate will be a working manager who is capable of rolling up their sleeves and diving into the technical aspects of the role while also driving team performance, improving service delivery, and leading projects to completion.

This position requires experience with Microsoft licensing, as well as a proven track record in analyzing IT Service Management (ITSM) data to make data-driven decisions that enhance the user experience. The successful candidate will be proactive in identifying opportunities for process improvement, cost savings, and technological advancements to optimize company operations.

Key Responsibilities:

• Leadership & Team Management:
• Lead, manage, and mentor teams responsible for IT Service Desk, Server and PC Engineering & Support, Remote Infrastructure Support, and Microsoft Personal Productivity Suite areas.
• Ensure that the team is consistently meeting or exceeding performance metrics and deliverables, maintaining a high level of service and support.
• Foster a collaborative and supportive team environment that encourages continuous improvement, professional development, and innovation.

Hands-On Technical Oversight:

• Actively engage in hands-on troubleshooting and resolution of IT issues within the above functional areas, ensuring that solutions are implemented quickly and effectively.
• Serve as an escalation point for complex IT problems and manage critical incidents to resolution, minimizing business disruptions.

Microsoft Licensing & Productivity Suite:

• Oversee and manage Microsoft licensing for the organization, ensuring compliance and cost optimization.
• Maintain in-depth knowledge of Microsoft products and services, specifically the Microsoft Personal Productivity Suite, and advise on their effective deployment and use across the company.

ITSM Data Analysis & Process Improvement:

• Analyze ITSM data to identify trends, pain points, and opportunities for improvement within the IT Service Desk and other related areas.
• Utilize data-driven insights to propose and implement process changes that improve the efficiency and quality of technology services across the organization.
• Develop and present reports to senior management detailing performance, progress on key initiatives, and areas for improvement.

Project Management:

• Drive and lead IT-related projects from inception to successful completion, ensuring they are delivered on time, within budget, and to specification.
• Collaborate with cross-functional teams to define project requirements, manage resources, and mitigate risks.
• Manage the execution of change initiatives, particularly those related to IT services, infrastructure, and software deployments.

Vendor & Stakeholder Management:

• Collaborate with external vendors and internal stakeholders to ensure that service agreements, licensing contracts, and technical solutions meet the needs of the business.
• Foster positive relationships with key partners to drive performance improvements and resolve issues effectively.

Qualifications:

Education & Experience:

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
• At least 8+ years of experience in IT, with 3+ years in a managerial or leadership role overseeing IT Service Desk, Server and PC Engineering & Support, Remote Infrastructure Support, or similar areas.
• Strong hands-on experience with Microsoft products, including first-hand experience managing Microsoft licensing and the Microsoft Personal Productivity Suite.
• Proven experience analyzing ITSM data and using those insights to drive changes that improve service delivery and user experience.
• Demonstrated success in managing and executing IT projects, with a solid understanding of project management methodologies.

Skills & Competencies:

• Strong technical background with hands-on experience in IT service delivery, desktop support, and infrastructure management.
• Deep knowledge of Microsoft licensing models and the Personal Productivity Suite (e.g., Office 365, Microsoft Teams, SharePoint, OneDrive).
• Experience using ITSM tools (e.g., ServiceNow, Jira, Remedy, etc.) to track and analyze performance data.
• Excellent communication, interpersonal, and leadership skills.
• Ability to work effectively in a fast-paced, hybrid environment and manage multiple priorities simultaneously.

Additional Preferred Qualifications:

• Strong understanding of network technologies is a plus
• Project management certification is a plus.
• ITIL certification or experience in ITIL-based environments is a plus.
• Familiarity with cloud technologies and infrastructure management.

Working Conditions:

• Hybrid Role: Must be present at one of the following locations at least 3 days a week:
• Working Hours: Standard business hours with occasional flexibility required to handle critical incidents or project deadlines.

This role offers the opportunity to make a significant impact on the company's IT service delivery and user experience, while also contributing to a culture of continuous improvement and innovation.