IT Manager – Technical Support & Service Operations
Location : Tempe, Arizona
We're seeking a seasoned IT leader to oversee a high-performing Technical Support Center, guiding a team dedicated to delivering world-class service and operational excellence across the organization. This role blends hands-on leadership with strategic direction — ideal for someone who thrives in a fast-paced environment, values mentorship, and takes pride in building scalable, reliable support systems that empower business success.
About The Role
As the IT Manager for the Technical Support Center, you'll be responsible for the performance, growth, and success of a multidisciplinary support and engineering team. You'll oversee technology operations that span multiple platforms and business units, drive process standardization, and ensure the delivery of high-quality technical support to both internal and external stakeholders. Beyond managing day-to-day operations, you'll play a pivotal role in shaping technology strategies, implementing best practices, and driving continuous improvement initiatives that elevate the user experience across the enterprise.
Responsibilities
- Provide leadership and direction across multiple IT domains and projects, ensuring seamless service delivery and alignment with business objectives.
- Recruit, develop, and mentor technical and leadership talent within the support organization, fostering a culture of accountability and growth.
- Oversee staffing, performance management, and career development to maintain a highly motivated and skilled team.
- Partner with senior IT and business leaders to define team goals, KPIs, and success metrics that align with overall departmental strategies.
- Establish strong relationships across IT functions to ensure unified communication, coordination, and delivery of support initiatives.
- Drive root-cause analysis and problem management initiatives for high-severity or enterprise-impacting incidents.
- Manage vendor partnerships related to hardware, software, and support tools to ensure service quality and cost efficiency.
- Lead the implementation of IT policies, standards, and procedures that enhance system reliability and data protection.
- Develop, monitor, and refine service-level agreements (SLAs) and operational metrics to ensure consistent and measurable performance.
- Forecast and manage operational budgets, analyze variances, and recommend corrective actions to stay within financial targets.
- Analyze support trends and proactively introduce process and automation improvements to reduce incident recurrence.
- Serve as the escalation point for critical incidents during off-hours or weekends, ensuring timely response and resolution.
Leadership & Organizational Impact
Lead a mid-sized, experienced technical team focused on implementing and refining IT support strategies and policies.Contribute directly to short- and long-term operational plans, driving measurable results that align with organizational objectives.Exercise full leadership responsibility, including hiring, coaching, performance reviews, and team recognition.Play a key role in influencing process innovation and continuous improvement within the IT operations function.Qualifications & Experience
Bachelor's degree in Computer Science, Information Systems, Engineering, or equivalent work experience.4–6 years of progressive IT support or service desk experience, including at least 2 years in a leadership or managerial capacity.Demonstrated expertise in IT service management frameworks (ITIL preferred) and experience implementing best practices in operational environments.Strong understanding of enterprise infrastructure, support workflows, and technology service delivery in large-scale environments.Proficiency with service management platforms, monitoring tools, and reporting dashboards.Hands-on experience managing budgets, optimizing resources, and overseeing vendor relationships.Exceptional analytical, problem-solving, and communication skills with the ability to influence at all levels of the organization.Proficiency with Microsoft 365 tools (Word, Excel, PowerPoint, Outlook, Teams, SharePoint, OneDrive, OneNote) and familiarity with Azure-based environments and enterprise applications.Broad understanding of business operations and the role of IT in enabling organizational performance.Additional Information
Travel may be required for team coordination or leadership meetings.This role requires the ability to respond to after-hours escalations when critical issues arise.About Andiamo
Andiamo is a globally recognized staffing and consulting firm specializing in placing the top 2% of technology and go-to-market professionals with the world's largest and most well-known companies. For over 20 years, we\'ve maintained the status of tier-one vendor for firms such as Amazon, Bloomberg, Palantir, MasterCard, Visa, Two Sigma, Citadel, as well as other major financial services firms, elite hedge funds, Google-backed tech start-ups, and major software firms. Our talent solutions include Permanent Placement, Contract Staffing, Executive Search, and Dedicated Recruiting Services (RPO).
Find out more at www.andiamogo.com
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