Manager, IT Support and Service

Role overview Lead two technology support teams and establish dependable service practices for the people they support. The manager owns IT service management, major incident response, and the full lifecycle of hardware and software assets, while coordinating with infrastructure, platform administration, security, and vendors to resolve issues and address root causes. The position is remote, with occasional office needs, and considers candidates in Salt Lake City, Utah.

Responsibilities - Run and improve ITSM practices for incidents, requests, problems, changes, knowledge, and the service catalog; set and report on service targets. - Administer the ITSM platform, including workflows, queues, forms, automation, intake routing, and reporting. - Act as an escalation point and major incident manager; coordinate triage, communications, after-hours procedures, and security-related incidents. - Lead post-incident reviews and problem management, track corrective actions, and monitor trends, resolution times, service levels, and backlog health. - Oversee hardware and software assets from procurement and deployment through refresh and retirement, maintaining auditable inventory and license records. - Lead, coach, schedule, and develop both teams; manage support and asset budgets, vendors, and service quality measures.

Requirements - Five or more years of IT service desk, support, or ITSM experience, with at least three years in a leadership or supervisory role. - Working knowledge of ITIL/ITSM, experience administering a service management platform, and ability to build reports and dashboards. - Demonstrated major incident management and IT asset lifecycle experience, including inventory and licensing. - Technical working knowledge of Microsoft 365, Entra ID, Intune, endpoint support, and basic networking. - Clear communication with end users, technical and nontechnical colleagues, and vendors. - Bachelor’s degree in IT, business, or a related field, or equivalent experience and certifications.

Nice to have - ITIL 4 Foundation or equivalent certification. - Experience managing budgets and vendor relationships.

Benefits and work setup The role is remote with occasional office needs. New hires must attend orientation in Salt Lake City; travel, lodging, and related accommodations are covered. The listed budgeted hiring range is $103,000–$115,800 USD.