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We are looking for an experienced IT Manager to oversee end-user technology support and endpoint operations across our organization in Cleveland, Ohio. In this role, you will lead a team responsible for service desk operations, endpoint lifecycle management, and IT service management processes, ensuring optimal service quality and continuous improvement. This highly visible position offers the chance to directly enhance company efficiency and profitability while fostering a culture of responsiveness and innovation.
Job Responsibility:
Provide leadership and direction for the IT Operations team, including performance management and setting measurable objectives
Mentor team members to strengthen technical skills and improve service delivery
Supervise Tier 1 and Tier 2 end-user support across all company locations, ensuring timely issue resolution
Define, monitor, and report on key performance indicators such as response times, service quality, and compliance
Oversee the configuration and maintenance of the company’s IT service management platform, including workflows and reporting dashboards
Manage endpoint lifecycle processes, including deployment, provisioning, and compliance using Microsoft Intune and related technologies
Develop and implement automation strategies to enhance operational efficiency
Collaborate with cybersecurity teams on endpoint security and vulnerability remediation
Coordinate user access provisioning and deprovisioning to align with company policies
Maintain vendor relationships and assist with budgeting and lifecycle planning for hardware and software assets
Requirements:
Minimum of 5 years of experience in IT management or a related field
Strong knowledge of computer hardware and configuration management
Familiarity with IT service management (ITSM) platforms such as Freshservice
Understanding of ITIL processes and best practices
Experience providing Tier 1 and Tier 2 support
Ability to manage endpoint systems using Microsoft Intune and similar tools
Exceptional leadership and communication skills to drive team performance and collaboration