IT Manager

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