Support Manager, Information Technology

Day-to-Day: Support Manage all IT support operations including helpdesk requests, incidents, and escalations Be the go-to person for end-user hardware, software, and connectivity issues Supervise and support IT staff, setting the standard for how work gets done Help onboard new team members from an IT perspective and keep the process smooth Infrastructure and Hands-On Work Configure and maintain network equipment across our locations (we run Cisco Meraki) Support Microsoft 365, Windows environments, and endpoint management (MDM) Run cable, set up access points, and handle physical infrastructure when needed Maintain and troubleshoot servers, switches, firewalls, and wireless systems Vendor and Contract Management Maintain a complete register of all IT vendors, contracts, and SaaS subscriptions Track renewal dates and proactively flag upcoming expirations well in advance Get competitive quotes before renewing anything significant Build and maintain relationships with key vendors including our ISP, telecom, and hardware suppliers Ensure the company is never surprised by an auto-renewal or a contract it did not intend to sign Asset and License Management Keep our asset management system (RefTab) accurate and up to date Track hardware assignments, warranty status, and refresh schedules Manage software licenses and ensure we are not over or under-licensed Maintain visibility into all company-wide SaaS tools, even those owned by other departments Documentation and Reporting Keep SOPs, network diagrams, and support procedures current and accessible Submit regular reports on helpdesk performance, open issues, and project status Maintain a renewal calendar and share relevant updates with leadership and finance Document decisions, configurations, and vendor interactions so nothing lives only in one person’s head Operational Improvement Identify recurring issues and fix the root cause, not just the symptom Proactively surface risks, gaps, and opportunities to the Senior IT Manager Bring structure to things that currently lack it

Qualifications: 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 competingpriorities Ability to succeed in a team environment