We are seeking an experienced IT Manager to oversee our IT Service Desk, Infrastructure, and End-User Computing functions. This role ensures the seamless delivery of high-quality technical support to all internal users while managing a team of IT professionals. The ideal candidate will possess strong technical expertise, leadership abilities, and the ability to communicate effectively with non-technical stakeholders.

Key Responsibilities

• Supervise the IT Service Desk Team Lead and Infrastructure/Security Analyst(s).
• Serve as an escalation point for complex technical issues and requests, offering guidance and support.
• Coach and develop team members to enhance technical skills, identify training needs, and foster a positive, open communication environment.
• Proactively manage tickets and projects, ensuring timely updates and resolutions.
• Develop and refine IT policies and procedures to improve ticket and project management.
• Set clear goals and metrics in partnership with leadership to improve service quality.
• Manage ITSM tools, focusing on workflows, automation, and reporting.
• Oversee the deployment and support of end-user computing technologies, including PCs, mobile devices, and applications.
• Ensure compliance with security standards and implement best practices for information security.
• Maintain device hardening policies and coordinate software/hardware installations and testing.
• Collaborate with other departments to determine technology requirements.
• Deliver presentations on IT topics to key stakeholders.
• Manage vendor relationships and coordinate hardware/software procurement.
• Define the end-user computing strategy and roadmap.
• Identify opportunities for technology improvements to enhance productivity and user satisfaction.
• Manage asset inventory and lead asset management initiatives.

Qualifications

• Associate’s or Bachelor’s degree in Information Systems or a related field preferred
• 5-7 years of IT experience, including managing high-performance teams using ITSM & ITIL principles.
• Strong leadership, analytical, and problem-solving skills.
• Direct experience with Microsoft Intune or similar MDM tools for building and deploying operating systems and applications.
• Experience managing advanced endpoint protection tools (e.g., Crowdstrike) and SIEM tools (e.g., Panther).
• 5+ years working in a cloud/SaaS environment, including Office 365, identity providers (e.g., Okta), and ITSM tools (Jira/Jira Service Management preferred).
• Experience managing Microsoft 365 (Exchange, Teams, Compliance). Salesforce experience is a plus.
• Strong troubleshooting skills with Windows and iOS operating systems.
• Ability to communicate technical information clearly to non-technical stakeholders.
• Solid understanding of information security best practices.
• Up-to-date knowledge of emerging technologies with the ability to recommend changes as needed.

Why Join Us?

At Erie Home, we offer competitive compensation, growth opportunities, and a collaborative work environment. If you’re ready to make a significant impact in a dynamic IT environment, we’d love to hear from you!

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance