Job description
About the Role
The 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 to
Director of Information Technology
Pay Classification
Full-Time, Exempt
Responsibilities
- Work onsite in Tampa, FL
- Manage direct reports across international offices
- Oversee ticket requests and inventory processes from start to finish
- Monitor service activity and distribute metrics reports
- Identify and resolve recurring issues
- Handle inventory stock levels and purchase requests
- Supervise user onboarding and offboarding procedures
- Facilitate weekly new hire IT training sessions both remotely and onsite
- Maintain internal documentation and knowledge base articles
- Provide training and mentoring to support team members
- Utilize AI and Automation to improve and scale processes
- Respond to technical support tickets, calls, emails, and personnel requests
- Assist with ticket escalations and coordinate with Engineering and Security teams
- Act as subject matter expert and resource for team inquiries
- Support project plan implementation and training
- Manage IT vendors and work with the compliance team to maintain vendor compliance
- Communicate effectively with timely, relevant updates
- Prioritize workload to ensure timely task completion and client satisfaction
- Complete projects assigned by the IT Director
Minimum Qualifications
EDUCATION
- An Associate degree and relevant certifications or bachelor’s degree / relevant work experience
EXPERIENCE
- 5+ years of professional experience in an IT Help Desk or Service Desk role
- 2+ years in a lead or management role
- Directly related experience supporting help desk operations via a ticketing system, and call center experience
- Proven experience with M365 MEM/Intune Administration
- Possess a strong understanding of Windows, Office, Exchange Online, SharePoint Online, PowerShell, and Teams
- Experience with Zendesk is a plus
- Experience with Copilot and other AI is a plus
- Excellent customer service practices & ability to interface at all levels of the user spectrum
- Strong verbal, project and people management skills
- Love for teamwork and commitment to building a world-class global customer experience
- Ability to exercise independent judgment and work under minimal supervision
- Directly related experience supporting help desk operations via a ticketing system
- Excellent troubleshooting skills
SKILLS
- Ability to adapt to changing standards and expectations
- Ability to work in a fast-paced environment
- Ability to work individually as well as part of a team
- Ability to meet tight deadlines
- Ability to communicate with all levels of employees
- A high degree of motivation
Benefits
- Healthcare, Dental, and Vision Benefits
- Employer Paid Life Insurance and Disability Insurance
- EAP - Employee Assistance Program
- Pet Insurance
- 401(k) Plan with Employer Matching
- Competitive Bonus Structure
- Home Office Reimbursement
- Certification Reimbursement
- Personalized Career Coaching
- Generous Paid Time Off
- Paid Office Closure December 25-January 1
- Vacation Bonus
- Summer Hours
About 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.com
Come 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!
