IT Support Manager

Seattle
March 12, 2025
$60 - $75 / hour
Full Time
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Job Description

OVERVIEWWe are seeking an experienced IT Support Leader for a digital financial services company with headquarters in Seattle. The ideal candidate has specialized expertise in networking infrastructure and IT support and service management. This individual will bring a proven track record in managing helpdesk operations, optimizing service level agreements (SLAs), and implementing efficient processes for AV support, software provisioning, and technical troubleshooting. This position plays a critical role in maintaining our technology infrastructure and ensuring exceptional IT service delivery across the organization.

  • Location: Seattle, WA (requires onsite 3x a week)
  • Duration: 6-12 months contract to hire
  • Rate: $60/hr – $76/hr DOE

RESPONSIBILITIES

  • Lead and develop a team of IT support specialists (L1) to support virtual end users and office employees in Seattle
  • Oversee critical enterprise systems including Google Workspace, JAMF, Workspace One, Intune, Slack, Zoom, LastPass, One Password and JIRA
  • Implement ITIL methodology to define service objectives, develop service offerings, and continuously improve IT service delivery
  • Manage and optimize network infrastructure to ensure reliable connectivity and minimal congestion
  • Design and maintain network security protocols to protect company data and systems
  • Drive process improvements for helpdesk ticket management, reducing response times and increasing resolution rates
  • Direct and oversee AV support for conference rooms, presentations, and virtual meeting environments
  • Coordinate with cross-functional teams to identify gaps and develop innovative solutions
  • Provide strategic direction for hardware procurement, deployment, and lifecycle management
  • Lead major IT infrastructure projects including office moves, buildouts, and technology migrations
  • Develop and maintain IT policies, procedures, and documentation
  • Monitor and report on key performance indicators for IT service delivery
  • Create and manage IT budgets, ensuring cost-effective resource allocation
  • Stay current with emerging technologies and recommend solutions to enhance organizational efficiency

QUALIFICATIONS

  • Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience)
  • 7+ years of experience in IT operations with at least 3 years in a leadership role
  • Proven experience in IT leadership with strong focus on networking and infrastructure management
  • Demonstrated success in helpdesk operations and SLA optimization
  • Expert knowledge of enterprise software deployment and management
  • Experience with AV systems implementation, troubleshooting, and management for enterprise environments
  • Strong project management skills with ability to lead large-scale technology initiatives
  • Experience managing distributed teams across multiple locations
  • Excellent vendor management and negotiation abilities
  • Strategic mindset with focus on cost optimization and service improvement
  • Strong communication and interpersonal skills
  • ITIL certification preferred
  • Network certification (CCNA, CompTIA Network+, etc.) highly desirable

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other non-merit factor. We are committed to creating a diverse and inclusive environment for all employees.

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