IT Manager of End User Systems & Support

Provide high availability of a flexible, reliable, secure, and cost-effective technology environment. Strategically plan, train, and implement technology for future company needs.

This position reports to the Sr. Director of IT and works cross-functionally with departments across the company. The Technology Manager, End User Systems & Support, leads end-user service delivery across all company locations and is responsible for providing a responsive, reliable, and well-managed support experience for office, manufacturing, warehouse, and remote personnel.

This role combines team leadership, operational ownership, and hands-on technical understanding. In addition to managing service desk and desktop support functions, the Technology Manager serves as an escalation point for more complex end-user issues and partners closely with infrastructure, security, and application teams to improve service quality, end-user experience, and support effectiveness.

• Supports 400 end-users across all company locations throughout the United States. Our environment includes office, manufacturing, and warehouse personnel.
• Leads the day-to-day activities of Bigelow Tea’s Information Technology (IT) End User Systems & Support which includes monitoring and managing desktop support, general IT service desk issues, and VIP support functions to ensure optimal service. Provides hands-on technical support, when needed.
• Ensuring that systems, procedures, standards, and methodologies are in place to support outstanding support services delivery.
• Technology support for corporate conferencing/videoconferencing and ensuring the readiness of meeting room resources, such as presentation software and audiovisual systems.

• Lead continuous improvement of end-user support services, service desk processes, and overall technology experience across the organization.
• Help shape roadmaps for end-user systems, support workflows, meeting room technology, and service enhancements.
• Monitor service performance, customer satisfaction, and operational trends; implement improvements where needed.
• Ensure standards, procedures, and support practices are in place to deliver consistent, high-quality service.

• Lead, coach, and develop the IT Service Desk team to provide responsive, professional, and effective support.
• Assign and prioritize work based on business needs, ticket volume, project demands, and staff capacity.
• Lead or support approved projects related to end-user systems, hardware refreshes, software deployments, support tools, and service transitions.
• Coordinate internal staff and third-party providers to ensure projects and operational initiatives are delivered successfully.

• Oversee day-to-day end-user support operations, including desktop support, service desk issues, VIP support, and meeting room technology readiness.
• Serve as an escalation point for complex end-user issues involving endpoints, collaboration tools, access, conferencing, and related technologies.
• Partner with infrastructure, security, networking, and application teams to resolve issues that extend beyond typical help desk support.
• Analyze recurring incidents and service trends to strengthen documentation, improve processes, and reduce repeat issues.

• Manage procurement, deployment, support, and inventory of end-user hardware, peripherals, software, and related technology resources.
• Evaluate vendor and service provider performance and support ongoing issue resolution and service quality management.
• Support the readiness and effective use of conferencing, videoconferencing, and audiovisual technologies across the company.
• Ensure support activities align with company policies, security expectations, and operational requirements.

• Proactive, collaborative and a leader with an entrepreneurial spirit and vision
• Understands the nuances of working in a family-owned organization.
• Ability to interact with all levels of the organization along with the self-awareness to both provide and accept feedback.
• Strong and effective communicator
• Trusted advisor with confidence and willingness to challenge in an appropriate and respectful manner.

• IT Service Desk Technician (2 Direct Reports)

• Bachelor’s degree in Business, Information Systems, or a related discipline; equivalent experience may be considered.
• 7+ years of progressive experience in IT support, end-user computing, service delivery, or related technical operations, including experience leading support staff or technical teams.
• Strong knowledge of end-user hardware, endpoint security, collaboration technologies, support processes, and networking fundamentals in a multi-location environment.
• Ability to understand complex technical issues, guide escalation, and communicate practical solutions to users and stakeholders; relevant IT certifications are a plus.

• 10% - 20%