IT Support Manager

IT Support Manager

Intermountain Electric Inc. (IME) is seeking an IT Support Manager to join their growing team.

The IT Support Manager will oversee daily help desk operations and team performance while also providing direct technical support to end users. This is a blended role that combines leadership with hands-on responsibilities. The manager will be resolving complex technical issues, managing help desk tickets, and collaborating with stakeholders to ensure reliable, efficient, and responsive IT services across the organization.

Key Responsibilities:

• Hands-on technical support: Respond directly to help desk tickets alongside the team, ensuring timely resolution. Troubleshoot and resolve hardware, software, and network-related issues for end users. Install, configure, and maintain workstations, laptops, mobile devices, and peripherals. Administer user accounts, access permissions, and security groups in Active Directory and Microsoft 365. Provide remote and in-person support for staff across multiple locations.
• Team Leadership & Management: Supervise, mentor, and develop a team of IT Support Specialists, fostering a culture of accountability, learning, and service excellence. Provide technical guidance and act as the primary escalation point for complex issues. Help manage workload distribution and ensure support coverage. Onboarding and train new team members.
• Service Desk Operations: Monitor and manage the ticketing system to prioritize issues, assign tasks, and improve resolution times. Track and report KPIs including first-response time, resolution rate, and customer satisfaction. Documents support processes and solutions to build a knowledge base for the team.
• Technology & Process Improvement: Partner with business units to understand recurring issues and proactively implement solutions. Evaluate and recommend tools, systems, or automation that enhance support operations. Contribute to IT security awareness and compliance initiatives by ensuring proper practices at the support level.
• Department Contributions: Assist with IT budgeting and resource planning for support operations. Provide reporting and analysis to leadership on trends, recurring problems, and user satisfaction. Contribute to IT security awareness and compliance initiatives by ensuring proper practices at the support level.

Additional duties as assigned.

Knowledge, Skills & Abilities:

• Strong knowledge of IT support processes, ticketing systems, and ITIL frameworks.
• Proficiency with Windows Operating Systems, Microsoft Office 365, and Active Directory.
• Excellent leadership, communication, and interpersonal skills.
• Strong problem-solving skills to resolve technical issues.
• Working knowledge of office automation products and computer peripherals such as printers and scanners.

Demonstrated accomplishments in the following areas:

• Proficiency using Help Desk Software (ServiceNow, ManageEngine, etc.).
• Proficiency providing remote support via phone and remote-control applications, preferred.

Education & Experience:

• Associate or Bachelor's degree in Information Technology, Computer Science, or related field; or a combination of relevant experience.
• 5+ years of progressive IT support experience, with at least 2 years in a supervisory or management role, preferred.

Working Conditions:

The majority of the time you will work in a typical office environment.  Occasionally, you may travel to a construction job site. When on construction job sites you will encounter typical construction conditions including extreme temperatures, noise, dust, mud debris, welding, leading edge, trenching, and shoring, sometimes in a confined space. You may be required to visit multiple locations during any one day.

Benefits Overview:

IME provides an industry-leading comprehensive benefits package. Full-time employees are eligible to choose from a variety of healthcare coverage options, which become effective the first of the month after hire. In addition, employees are offered a substantial amount of PTO and are immediately eligible to make contributions to a generously matched and fully vested 401k.

Salary Range: $80,750 - $109,250

*Final salary and rates are based on education, experience, skills relevant to the role, and internal equity.

The statements included in this job description are not intended to be all-inclusive and other duties may be assigned as required.

Intermountain Electric, Inc. (IME) is committed to providing equal employment opportunities to all employees and applicants and to creating an environment free of discrimination and harassment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

IME will provide reasonable accommodations to applicants and employees who are qualified for a job so that they may perform the essential duties of the position.

IME strives to provide a safe work environment for its employees. Under applicable laws and regulations, IME conducts background checks on all final candidates.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.