IT Support Manager / IT Director

The role {#the-role lfile-container="82a8631f-56eb-4e0b-a041-a39e15a02a8b" pm-slice="1 3 []"} We're hiring an IT Support Manager / IT Director to own day-to-day service delivery as we grow. You will run the help desk, lead and mentor our technicians, manage client projects from estimate to closeout, and be the senior technical point of contact for our clients. This is a hands-on leadership role at a small company. You'll still solve tickets and go onsite when needed, and you'll help shape the processes, tools, and team that JDB grows on. The title reflects scope: candidates with team leadership and client strategy experience will be considered at the Director level. ## What you'll do Service delivery - Run the help desk: ticket triage, assignment, escalation, and follow-through in our PSA (Autotask) - Own response and resolution times, client satisfaction, and ticket quality - Handle Tier 2/3 escalations across Windows, Microsoft 365, networking, and security - Coordinate onsite visits and projects for clients across Michigan Team leadership - Lead, schedule, coach, and train technicians; help hire as the team grows - Build and maintain documentation, runbooks, and standard procedures - Manage after-hours and emergency coverage Project management - Plan and run client projects such as Microsoft 365 migrations, network and server upgrades, office moves, and security rollouts - Set scope, timelines, and resources; schedule technicians and vendors - Track budgets and hours against estimates, and manage change requests - Keep clients updated on status, risks, and next steps through closeout and handoff to support Clients and security - Serve as the senior technical contact for clients and lead quarterly technology reviews - Enforce security standards: MFA, password management, patching, backups, and endpoint protection - Support IT and cyber risk audits for prospects, and help scope project estimates Strategy and growth - Evaluate and improve our tools stack (RMM, PSA, security, backup) - Help roll out Microsoft Copilot and other AI tools for JDB and our clients - Report service metrics and recommendations to the Owner