IT Manager

About the RoleThe IT Manager is responsible for executing IT initiatives both independently and as part of a team. This position oversees all aspects of the IT Support Department, including team member training, development, and support escalation. The IT Manager provides assistance to A-LIGN internal employees across multiple countries and plays an integral role in advancing IT Department strategies that align with the organization's dynamic and international growth objectives. Furthermore, the IT Manager collaborates with the Director of IT and the IT Security team to administer and maintain organizational IT systems, deliver end-user support, and ensure the reliability and security of IT infrastructure.Reports toDirector of Information TechnologyPay ClassificationFull-Time, ExemptResponsibilitiesWork onsite in Tampa, FLManage direct reports across international officesOversee ticket requests and inventory processes from start to finishMonitor service activity and distribute metrics reportsIdentify and resolve recurring issuesHandle inventory stock levels and purchase requestsSupervise user onboarding and offboarding proceduresFacilitate weekly new hire IT training sessions both remotely and onsiteMaintain internal documentation and knowledge base articlesProvide training and mentoring to support team membersUtilize AI and Automation to improve and scale processesRespond to technical support tickets, calls, emails, and personnel requestsAssist with ticket escalations and coordinate with Engineering and Security teamsAct as subject matter expert and resource for team inquiriesSupport project plan implementation and trainingManage IT vendors and work with the compliance team to maintain vendor complianceCommunicate effectively with timely, relevant updatesPrioritize workload to ensure timely task completion and client satisfactionComplete projects assigned by the IT DirectorMinimum QualificationsEDUCATIONAn Associate degree and relevant certifications or bachelor's degree / relevant work experienceExperience5+ years of professional experience in an IT Help Desk or Service Desk role2+ years in a lead or management roleDirectly related experience supporting help desk operations via a ticketing system, and call center experienceProven experience with M365 MEM/Intune AdministrationPossess a strong understanding of Windows, Office, Exchange Online, SharePoint Online, PowerShell, and TeamsExperience with Zendesk is a plusExperience with Copilot and other AI is a plusExcellent customer service practices & ability to interface at all levels of the user spectrumStrong verbal, project and people management skillsLove for teamwork and commitment to building a world-class global customer experienceAbility to exercise independent judgment and work under minimal supervisionDirectly related experience supporting help desk operations via a ticketing systemExcellent troubleshooting skillsSkillsAbility to adapt to changing standards and expectationsAbility to work in a fast-paced environmentAbility to work individually as well as part of a teamAbility to meet tight deadlinesAbility to communicate with all levels of employeesA high degree of motivationBenefitsHealthcare, Dental, and Vision BenefitsEmployer Paid Life Insurance and Disability InsuranceEAP - Employee Assistance ProgramPet Insurance401(k) Plan with Employer MatchingCompetitive Bonus StructureHome Office Reimbursement Certification ReimbursementPersonalized Career CoachingGenerous Paid Time OffPaid Office Closure December 25-January 1Vacation BonusSummer HoursAbout A-LIGN A-LIGN is the leading provider of high-quality, efficient cybersecurity compliance programs. Combining experienced auditors and audit management technology, A-LIGN provides the widest breadth and depth of services including SOC 2, ISO 27001, HITRUST, FedRAMP, and PCI. A-LIGN is the number one issuer of SOC 2 and HITRUST and a top three FedRAMP assessor. To learn more, visit a-lign.comCome Work for A-LIGN! Apply online today at A-LIGN.com and learn about life at A-LIGN by following us on LinkedIn.A-LIGN is an Equal Opportunity Employer. Minorities, women, disabled, and veterans encouraged to apply!