Role OverviewThe IT Manager owns day-to-day IT support operations across all Vireo markets, managing the Freshservice ticketing system, assigning and tracking tickets by market, identifying underlying issues, and driving KPI/SLA/reporting discipline.
What You Will Do
Own day-to-day operations of our Freshservice ticketing system, track unresolved and aging tickets, define and report on KPIs, metrics, and SLAs for IT support performance, and provide hands-on L2 technical troubleshooting across Microsoft 365, device management, and POS/e-commerce issues.
Why It Might Be a Fit
The ideal candidate will have 5+ years of IT support/infrastructure experience, including 1–2 years in a lead or supervisory capacity, and strong leadership, communication, and organizational skills to manage a distributed, multi-state team.
Requirements
- 5+ years of IT support/infrastructure experience
- 1–2 years in a lead or supervisory capacity
- L2+ hands-on technical proficiency across Microsoft 365, Intune/JAMF device management, and networking fundamentals
- Hands-on experience administering Freshservice (or a similar ITSM platform)
- Demonstrated experience defining and tracking KPIs, SLAs, and operational metrics
- Strong leadership, communication, and organizational skills
Benefits
- Medical, dental, vision, and life insurance
- Competitive additional benefits including HSA, FSA, Dependable Care, EAP services
- 15 Days of accrued PTO in addition to 2 Wellness Days & Volunteer Hours
- 401k program with an employer match after six months of employment
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