Information Technology Manager

Position and ResponsibilitiesAs an Information Technology Manager within the Middough Information Technology department, you will be responsible for providing leadership and direction for companywide end-user technology support and endpoint operations function. In this role, you will oversee daily service desk operations, endpoint lifecycle management, IT service management (ITSM) platform ownership, and operational automation initiatives. Additionally, you will be accountable for service quality, team performance, process maturity, and continuous improvement of the employee technology experience. This role is highly visible, and you will have the opportunity to impact the efficiency and profitability of the company. Responsibilities include, but are not limited to, the following:Provide direct leadership, management, and performance management for IT Operations team.Establish clear expectations, accountability standards, and measurable performance objectives.Develop and mentor team members to enhance technical capability and service delivery effectiveness.Foster a service-oriented culture emphasizing ownership, responsiveness, and continuous improvement.Oversee Tier 1 and Tier 2 end-user support across all company locations.Define and monitor key performance indicators including SLA adherence, backlog management, resolution times, and service quality.Drive improvements in customer satisfaction and operational efficiency.Manage escalations and coordinate resolution efforts with Infrastructure and Cybersecurity teams.Serve as system owner for the company's ITSM platform (Freshservice).Configure workflows, service catalog items, automation rules, approval processes, and reporting dashboards.Maintain and expand the IT knowledge base.Provide executive-level reporting on service metrics and operational trends.Lead process improvements aligned with ITIL or similar service management frameworks.Oversee deployment, configuration, provisioning, and lifecycle management of end-user workstations.Lead endpoint management strategy leveraging Microsoft Intune and related management technologies.Ensure standardized configuration baselines and application deployment practices.Maintain accurate hardware and software asset inventory records.Administer and maintain the company's endpoint patch management platform (Automox).Ensure endpoint compliance with patching standards.Develop and maintain automation processes to improve operational efficiency.Partner with cybersecurity leadership on vulnerability remediation initiatives impacting endpoints.Enforce endpoint security baselines and compliance policies.Support secure onboarding and offboarding processes.Coordinate user access provisioning and deprovisioning in accordance with company policy.Assist with audit or compliance initiatives related to end-user systems.Manage relationships with vendors supporting ITSM, endpoint management, and operational tooling.Participate in budgeting and hardware lifecycle planning.Identify opportunities for cost control and service optimization.Education, Experience and SkillsThe successful candidate will possess the following:Bachelor's degree in Information Technology, Computer Science, or related field required.Minimum of 8 years of progressive Information Technology experience required.Minimum of 5 years of experience managing and leading an IT operations, service desk, or end-user support team within a structured IT organization required.Experience administering an enterprise ITSM platform (Freshservice preferred; ServiceNow, Jira Service Management, or similar platforms acceptable) required.Experience managing enterprise endpoint platforms such as Microsoft Intune, SCCM, or

Created: 2026-04-04