Information Technology Support Manager

Position Summary

We are looking for a proven IT support manager. They will need to be able to lead multiple small dynamic groups under the umbrella of support. These groups are Data Engineering, Helpdesk – Manufacturing, and Helpdesk – User Support. Experience with agile project management will be necessary for them to effectively work with Finance, Senior Staff, Marketing, Operations, CS and IT management.

Essential Job Functions

  • Bring creativity, strategic thinking and pragmatism coupled with an awesome “can-do” attitude and the passion and energy to solve problems and deliver high-quality results.
  • Participate in requirements elaboration and develop estimates for new projects.
  • Manage multiple direct reports from three groups
  • Manage and assign projects in iSupport and Jira (ticket systems)
  • Supervise SLA against ticket queue assignments
  • Supervise order requests for required IT hardware
  • Analyze users’ needs and project requests. Assist in design, test, and development in Tableau reports, SQL and Python feeds
  • Develop and publish KPIs surrounding the support organization.
  • Create a variety of models and diagrams (such as flowcharts) that show customers and developers via Visio
  • Ensure that our code, feeds and ETL continue to function normally through software maintenance and testing
  • Document every aspect of our ETL, applications and systems as a reference for future maintenance and upgrades
  • Collaborate with the various teams such as developers, devops, marketing and finance to maintain support needs and reports / KPIs needed
  • Champion support processes and ticket system training across the company


  • 5+ management of a Helpdesk, IT, or data team
  • BS in Computer Science, related field, or 5+ years of industry experience
  • Experience with Tableau (a plus)
  • Experience with ticket management systems
  • Technical experience in the following a plus:
    • Understanding of scripting languages (Python, Bash, etc)
    • Hands-on experience with database technologies (SQL, Postgress)
    • Experience of ETL development
    • Experience with Agile methodology using Jira

NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.

How to Apply

Please email resume and cover letter to Alissa Nial at