IT Manager

IT Manager

Location: Palos Verdes, CA (Onsite)
Employment Type: Full-Time

About the Role

We are seeking an experienced, hands-on IT Manager to lead and scale our IT Help Desk operations. This role is responsible for managing a team of support professionals, driving service excellence, and continuously improving support processes and performance.

The ideal candidate is a strong people leader with deep technical expertise, a customer-first mindset, and a proven ability to mentor teams and optimize IT support environments.

Key Responsibilities

<>Team Leadership & Management (50%)</>

• Lead, coach, and develop a team of IT Support Specialists and Supervisors, promoting accountability and high performance


• Conduct performance evaluations, provide ongoing feedback, and support career development


• Manage staffing, scheduling, PTO tracking, and recruiting efforts


• Address performance issues proactively and reinforce expectations


• Develop and maintain training plans to enhance team capabilities


• Conduct regular 1:1 meetings to review performance, trends, and priorities


• Foster a positive, collaborative team culture with strong employee engagement

<>Operational Support & Strategy (20%)</>

• Partner with IT leadership to ensure proper Help Desk coverage, including holidays


• Support workforce planning and resource allocation


• Track and analyze service metrics to drive continuous improvement


• Strengthen team capability across a broad range of systems and technologies

<>Support Team Leadership (20%)</>

• Oversee and manage the Help Desk ticket queue, ensuring timely resolution


• Analyze trends, recurring issues, and performance data to identify improvements


• Serve as an escalation point for complex or high-priority issues


• Collaborate with cross-functional teams to resolve technical challenges


• Act as backup leader when senior IT leadership is unavailable


• Support high-sensitivity systems requiring accuracy and accountability


• Participate in an on-call rotation for after-hours support

<>Technical Support (10%)</>

• Troubleshoot and resolve hardware, software, and end-user issues


• Install, configure, and maintain systems and equipment


• Provide onsite and remote support as needed


• Recommend and implement solutions to improve system performance and user experience

Qualifications

<>Required Experience & Skills</>

• 5+ years of IT Help Desk experience supporting end users


• 5+ years of leadership or supervisory experience in IT support


• Proven ability to mentor and develop technical teams


• Strong technical expertise in:
  
  
  
  • Windows operating systems
  
  
  • Microsoft Office and collaboration tools
  
  
  • Desktop hardware and software troubleshooting
  
  
  
  


• Excellent communication and customer service skills


• Strong problem-solving and organizational abilities


• Experience handling escalations and supporting users with varying technical skill levels

Education & Certifications

• Associate's degree in IT, Business, or related field, or equivalent combination of experience and certifications


• Relevant certifications (CompTIA A+, Network+, CCNA, MCP, etc.) preferred

Additional Requirements

• Valid driver's license with a clean driving record


• Ability to travel locally as needed


• Willingness to participate in an on-call rotation