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Information Technology Manager

Information Technology Manager

Optimize Search GroupMemphis, TN, US
10 hours ago
Job type
  • Full-time
Job description

Overview

Our client is seeking a dynamic and hands-on IT Manager to lead their technology operations team across application, network, server, and desktop infrastructure environments. This leader will manage the day-to-day operations of their Level 1 and Level 2 Help Desk functions, while also driving forward-looking initiatives focused on process improvement, automation, and system optimization.

This role requires a blend of strategic leadership (75%) and technical execution (25%). The ideal candidate will be passionate about delivering exceptional end-user support experiences, streamlining infrastructure, and integrating AI and automation to enhance IT operations.

Responsibilities

  • Manage and mentor the IT Support team (L1 & L2), ensuring timely and effective support across the organization.
  • Establish performance metrics, coaching strategies, and career development paths for team members.

Operational Excellence

  • Oversee daily Help Desk operations, ticketing workflows, escalation processes, and service-level performance.
  • Identify and implement process improvements to optimize IT support efficiency and reliability.

    • Infrastructure Oversight

  • Coordinate with system administrators and engineers to maintain and evolve application, network, server, and desktop infrastructure.
  • Ensure all systems are secure, patched, and monitored for performance and availability.

    • Hands-On Technical Support

  • Serve as an escalation point for complex technical issues and provide hands-on support as needed.
  • Lead critical incident resolution efforts and participate in after-hours support rotations if necessary.
  • Evaluate and implement AI-based tools and automation to streamline workflows and optimize system performance.
  • Collaborate with cross-functional teams to align IT strategies with business goals.

    • Governance & Compliance

  • Maintain documentation for processes, systems, and standard operating procedures.
  • Ensure IT operations comply with organizational security and compliance requirements.

    • Qualifications

  • Experience : 7+ years of progressive IT experience with at least 3-5 years in a managerial or team lead role.
  • Technical Skills : Strong foundation in desktop support, networking, system administration, and cloud / hybrid environments.
  • Tools & Technologies : Familiarity with Jira, endpoint management tools, Microsoft 365, Windows Server, Active Directory, and virtualization platforms.
  • AI & Automation : Experience leveraging AI (e.g., chatbots, predictive analytics, workflow automation) to improve IT support operations.
  • Windows Server Administration
  • Network Administration
  • O365 Administration
  • Experience with disaster recovery methodologies and tools

    • Seniority level

  • Director

    • Employment type

  • Full-time

    • Job function

  • Information Technology

    • Industries

  • IT Services and IT Consulting

    • Location : Memphis, TN (Hybrid)

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