IT Support Services Manager

HOW YOU WILL IMPACT THE BIG PICTURE:

As the IT Support Services Manager, you’ll lead a team of dedicated technicians to deliver exceptional technical support across the organization. You’ll manage the help desk system, drive resolution of hardware and software issues, and ensure a seamless IT experience for internal users. Your leadership will empower the team to provide timely, effective solutions that keep our mission-driven organization running smoothly. 

WHAT YOU WILL DO:

· Lead and mentor a team of IT Support Technicians, fostering growth through coaching and training.

· Oversee performance reviews and identify opportunities for skill development and process improvement.

· Manage the escalation process for troubleshooting and ensure timely resolution of complex issues.

· Maintain strong relationships with internal users and cross-functional teams.

· Administer hardware/software provisioning and support across the organization.

· Collaborate on IT budgeting and equipment sourcing.

· Coordinate with other departments to resolve networking and application issues.

· Ensure follow-up and communication with users on support requests.

· Make quick, informed decisions aligned with departmental guidelines.

· Monitor support trends and proactively address recurring issues.

· Use diagnostic tools to resolve network connectivity problems.

· Communicate effectively with management regarding departmental IT concerns.

· Stay current on operating systems and application software to maintain high support standards.

ABOUT YOU:

· 3+ years of experience in PC hardware and operating systems support, including installation and troubleshooting.

· Bachelor’s degree in Information Systems or Computer Science — OR — Associate’s degree with 3+ years of Support Technician experience

· Strong analytical, technical, and communication skills.

· Ability to lift up to 50 lbs and handle equipment physically.

· Positive, professional demeanor with a user-first attitude.

· Skilled in multitasking and prioritizing under deadlines.

· Experience with Apple hardware/software is a plus.

· Passion for continuous learning in computer technology.

· Knowledge of the Catholic faith and EWTN’s mission is preferred.

WHAT YOU’LL LOVE ABOUT WORKING HERE:

· We offer a career with purpose! Apply your God-given talents, knowing your contributions help to advance EWTN’s mission of sharing the Gospel with the world.

· Caring environment.  We value the importance of family/life balance and welcome you as an EWTN family member, not just an employee.

· Worship at work! Freedom to participate in Mass, visit the chapel for prayer or attend an annual retreat.

· Competitive salary and comprehensive benefits package including Health, Dental, Vision, Life & Disability insurance and Retirement Savings Plan.

· 11 Paid Holidays and generous Paid Time Off program.

· Tuition reimbursement for online continuing education and degree programs through our partnership with Catholic International University.

· Ability to learn alongside legacy employees while bringing new ideas to the growing team.