Support Manager, Information Technology

ReturnPro is seeking a hands-on, operationally focused IT Support Manager to lead and manage all day-to-day IT support functions across the organization. This role reports directly to the Senior IT Manager and serves as the primary owner of IT support execution, escalation management, and technician oversight.

The IT Support Manager acts as the right-hand operational leader for support-related activities, ensuring stability, responsiveness, and consistency across end-user IT services. This role enables the Senior IT Manager to focus on strategic planning, infrastructure, security, vendor management, and long-term technology initiatives.

Final decision-making authority for IT priorities, architecture, security standards, vendor selection, and budget alignment remains with the Senior IT Manager.

Primary Responsibilities/Essential Functions

This job description in no way states or implies that these are the only duties to be performed by the teammate occupying this position.

• Manage day-to-day IT support operations, including helpdesk requests, incidents, and escalations
• Supervise and support IT support staff by assigning work, setting priorities, and monitoring performance
• Serve as the primary escalation point for support-related technical issues prior to escalation to the Senior IT Manager
• Ensure timely resolution of end-user hardware, software, and connectivity issues
• Support Microsoft 365 services
• Maintain accurate documentation for support procedures, issues, and resolutions
• Identify recurring support issues and recommend operational improvements to the Senior IT Manager
• Assist with onboarding, training, and ongoing development of IT support teammates
• Communicate support status, risks, and trends to the Senior IT Manager
• Execute IT support standards, priorities, and direction established by the Senior IT Manager
• Provide operational input and recommendations; does not independently define IT strategy, standards, or long-term technology direction

• Bachelor's degree in information technology, computer science, software engineering, or a related field
• Proven experience in managing IT infrastructure and services
• Experience with computer networks, network administration, and network installation
• Proficient in computer hardware, cabling installation and support, wireless technology applications and interface, and IT security
• Proficient in Microsoft Windows software, including server, office, and exchange
• Self-motivated in achieving goals and completing routine tasks
• Excellent analytical problem-solving skills when faced with new challenges
• Excellent verbal and written communication skills
• Embody ReturnPro's company values: Team, Innovation, Partnership, and Sustainability
• Strong time management and project management skills
• Ability to work independently, multi-task, and deliver quality work in an efficient manner
• Ability to manage competing priorities
• Ability to succeed in a team environment