IT Support & Projects Manager

Position Overview
We are seeking a hands-on IT Support & Projects Manager to lead day-to-day helpdesk and deskside support operations while also driving key IT projects across the organization. This role combines technical leadership, operational oversight, and project execution, making it ideal for someone who thrives in both support environments and structured project delivery.

Key Responsibilities

Helpdesk & Deskside Management

• Oversee daily IT support operations including helpdesk and onsite deskside support
• Manage and mentor support staff, ensuring high performance and strong customer service
• Monitor ticket queues, SLAs, and resolution times to maintain service quality
• Act as escalation point for complex technical issues across hardware, software, and network
• Drive continuous improvement in support processes, documentation, and user experience

Project Management

• Lead and deliver IT projects such as system implementations, upgrades, migrations, and office moves
• Partner with internal stakeholders to define project scope, timelines, and resource needs
• Track progress, manage risks, and ensure projects are delivered on time and within scope
• Coordinate cross-functional teams including vendors and internal IT groups
• Provide regular updates to leadership on project status and outcomes

Technical & Operational Oversight

• Support core IT infrastructure including Microsoft 365, Azure AD, endpoint management, and ticketing systems
• Assist with strategic planning for IT support and service delivery
• Evaluate and implement tools to improve efficiency and scalability
• Maintain asset management and lifecycle processes for end-user devices

Qualifications

• 5+ years of experience in IT support, including helpdesk and deskside environments
• 2+ years of experience leading projects or formal project management responsibilities
• Strong knowledge of Windows environments, Microsoft 365, Active Directory / Azure AD, and endpoint management tools (Intune, SCCM)
• Experience with ticketing systems such as ServiceNow or Zendesk
• Proven ability to manage priorities across both operational support and project work
• Strong communication and stakeholder management skills

Preferred

• Prior experience leading or supervising support teams
• Familiarity with ITIL frameworks or service delivery best practices
• Project management certification (PMP, Scrum, etc.) is a plus