IT Manager responsible for internal IT services and Managed Service Provider oversight at a UK company. Ensuring IT stability, security, and effectiveness in a hybrid work environment.
About the role
- IT Manager overseeing IT initiatives both independently and as part of a team at A-LIGN. Responsible for team member training and support escalation while collaborating with the IT Security team.
Responsibilities
- Work onsite in Tampa, FL
- Manage direct reports across international offices
- Oversee ticket requests and inventory processes from start to finish
- Monitor service activity and distribute metrics reports
- Identify and resolve recurring issues
- Handle inventory stock levels and purchase requests
- Supervise user onboarding and offboarding procedures
- Facilitate weekly new hire IT training sessions both remotely and onsite
- Maintain internal documentation and knowledge base articles
- Provide training and mentoring to support team members
- Utilize AI and Automation to improve and scale processes
- Respond to technical support tickets, calls, emails, and personnel requests
- Assist with ticket escalations and coordinate with Engineering and Security teams
- Act as subject matter expert and resource for team inquiries
- Support project plan implementation and training
- Manage IT vendors and work with the compliance team to maintain vendor compliance
- Communicate effectively with timely, relevant updates
- Prioritize workload to ensure timely task completion and client satisfaction
- Complete projects assigned by the IT Director
Requirements
- An Associate degree and relevant certifications or bachelor’s degree / relevant work experience
- 5+ years of professional experience in an IT Help Desk or Service Desk role
- 2+ years in a lead or management role
- Directly related experience supporting help desk operations via a ticketing system, and call center experience
- Proven experience with M365 MEM/Intune Administration
- Possess a strong understanding of Windows, Office, Exchange Online, SharePoint Online, PowerShell, and Teams
- Experience with Zendesk is a plus
- Experience with Copilot and other AI is a plus
- Excellent customer service practices & ability to interface at all levels of the user spectrum
- Strong verbal, project and people management skills
- Love for teamwork and commitment to building a world-class global customer experience
- Ability to exercise independent judgment and work under minimal supervision
- Excellent troubleshooting skills
Benefits
- Healthcare, Dental, and Vision Benefits
- Employer Paid Life Insurance and Disability Insurance
- EAP - Employee Assistance Program
- Pet Insurance
- 401(k) Plan with Employer Matching
- Competitive Bonus Structure
- Home Office Reimbursement
- Certification Reimbursement
- Personalized Career Coaching
- Generous Paid Time Off
- Paid Office Closure December 25-January 1
- Vacation Bonus
- Summer Hours
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
Lead multi - solution implementations for strategic customers as an Enterprise Architect at Adobe. Drive process improvements and serve as a trusted advisor in AI technologies.
IT Support Specialist assisting customers with e - forms requests and managing ticket documentation. Oversight and classification of tickets within a service level agreement framework.
IT Support Specialist assisting clients with e - forms and managing service requests in Leipzig. Documenting and classifying tickets while ensuring compliance with service agreements.
IT Support Specialist at DATAGROUP providing support for e - form issues. Documenting and managing client requests while ensuring compliance with service level agreements.
Lead strategic development of Enterprise Architecture for infodas, targeting NAF/ADMBw with extensive project involvement and client interactions. Position architecture approaches and strengthen thematic exchange in defense and IT sectors.
Help Desk Specialist Tier II providing IT support for federal government contracts in fast - paced environment. Managing technical support for desktop, networking, and conferencing technologies.
Associate Nurse Unit Manager leading a team in Blakiston Lodge, an aged care facility. Responsible for clinical leadership and development of nursing staff for high - quality service delivery.
Financial Accountant handling audit support for accounting team in a leading sustainable mobility company. Responsible for regulatory reporting and compliance in Germany.
Bilingual Public Benefit Specialist assisting clients in navigating public benefits programs. Collaborating on needs assessment and ensuring compliance while serving in the United States.