Infrastructure Services - IT Support Manager

Position Title: IT Support Manager
Location: Indianapolis, IN, Warwick, RI or Arcola, IL (Hybrid role but must live in 1 of those 3 areas)
Starting Pay: $108-157K base per year DOE

THE MOST TRUSTED NAME IN CELEBRATING STUDENT MILESTONES – HERFF JONES
Herff Jones is the leading provider of graduation and educational products and services designed to inspire achievement and create memorable experiences for students. Herff Jones' products include class rings and jewelry, caps and gowns, yearbooks, diplomas, frames, announcements, and Greek accessories as well as motivation and recognition programs.

Since 1920, our team has worked alongside students, faculty, and staff on campuses nationwide to help build a stronger community and celebrate student milestones. Our continued success relies on hiring extraordinary talent, with a passion for making a difference and eagerness to roll up the sleeves, to help us write the story of our next 100 years.

Job Overview:
We are seeking a dynamic and hands-on Manager or Senior IT Manager to lead and oversee the IT Service Desk, Server and PC Engineering & Support, Remote Infrastructure Support, and Microsoft Personal Productivity Suite areas. This role requires a blend of leadership and technical expertise to manage and optimize these critical IT functions. The ideal candidate will be a working manager who is capable of rolling up their sleeves and diving into the technical aspects of the role while also driving team performance, improving service delivery, and leading projects to completion.
This position requires experience with Microsoft licensing, as well as a proven track record in analyzing IT Service Management (ITSM) data to make data-driven decisions that enhance the user experience. The successful candidate will be proactive in identifying opportunities for process improvement, cost savings, and technological advancements to optimize company operations.

Key Responsibilities:

• Leadership & Team Management:
• Lead, manage, and mentor teams responsible for IT Service Desk, Server and PC Engineering & Support, Remote Infrastructure Support, and Microsoft Personal Productivity Suite areas.
• Ensure that the team is consistently meeting or exceeding performance metrics and deliverables, maintaining a high level of service and support.
• Foster a collaborative and supportive team environment that encourages continuous improvement, professional development, and innovation.
• Hands-On Technical Oversight:
• Actively engage in hands-on troubleshooting and resolution of IT issues within the above functional areas, ensuring that solutions are implemented quickly and effectively.
• Serve as an escalation point for complex IT problems and manage critical incidents to resolution, minimizing business disruptions.
• Microsoft Licensing & Productivity Suite:
• Oversee and manage Microsoft licensing for the organization, ensuring compliance and cost optimization.
• Maintain in-depth knowledge of Microsoft products and services, specifically the Microsoft Personal Productivity Suite, and advise on their effective deployment and use across the company.
• ITSM Data Analysis & Process Improvement:
• Analyze ITSM data to identify trends, pain points, and opportunities for improvement within the IT Service Desk and other related areas.
• Utilize data-driven insights to propose and implement process changes that improve the efficiency and quality of technology services across the organization.
• Develop and present reports to senior management detailing performance, progress on key initiatives, and areas for improvement.
• Project Management:
• Drive and lead IT-related projects from inception to successful completion, ensuring they are delivered on time, within budget, and to specification.
• Collaborate with cross-functional teams to define project requirements, manage resources, and mitigate risks.
• Manage the execution of change initiatives, particularly those related to IT services, infrastructure, and software deployments.
• Vendor & Stakeholder Management:
• Collaborate with external vendors and internal stakeholders to ensure that service agreements, licensing contracts, and technical solutions meet the needs of the business.
• Foster positive relationships with key partners to drive performance improvements and resolve issues effectively.

Qualifications:

• Education & Experience:
• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
• At least 8 years of experience in IT, with 3 years in a managerial or leadership role overseeing IT Service Desk, Server and PC Engineering & Support, Remote Infrastructure Support, or similar areas.
• Strong hands-on experience with Microsoft products, including first-hand experience managing Microsoft licensing and the Microsoft Personal Productivity Suite.
• Proven experience analyzing ITSM data and using those insights to drive changes that improve service delivery and user experience.
• Demonstrated success in managing and executing IT projects, with a solid understanding of project management methodologies.
• Skills & Competencies:
• Strong technical background with hands-on experience in IT service delivery, desktop support, and infrastructure management.
• Deep knowledge of Microsoft licensing models and the Personal Productivity Suite (e.g., Office 365, Microsoft Teams, SharePoint, OneDrive).
• Experience using ITSM tools (e.g., ServiceNow, Jira, Remedy, etc.) to track and analyze performance data.
• Excellent communication, interpersonal, and leadership skills.
• Ability to work effectively in a fast-paced, hybrid environment and manage multiple priorities simultaneously.
• Additional Preferred Qualifications:
• Strong understanding of network technologies is a plus
• Project management certification is a plus.
• ITIL certification or experience in ITIL-based environments is a plus.
• Familiarity with cloud technologies and infrastructure management.

Working Conditions:

• Hybrid Role: Must be present at one of the following locations at least 3 days a week:
• Indianapolis, IN
• Warwick, RI
• Arcola, IL
• Working Hours: Standard business hours with occasional flexibility required to handle critical incidents or project deadlines.

This role offers the opportunity to make a significant impact on the company's IT service delivery and user experience, while also contributing to a culture of continuous improvement and innovation.

JOIN THE BEST TEAM ON THE FIELD IN SPORT, SPIRIT & ACHIEVEMENT

About Herff Jones:
Indianapolis-based Herff Jones is the leading provider of graduation and educational products and services designed to inspire achievement and create memorable experiences for students. Herff Jones’ products include class rings and jewelry, caps and gowns, diplomas and announcements as well as motivation and recognition programs. Focused on building long-term relationships through a nationwide network of over 1,400 employees and sales partners, the professionals at Herff Jones have been helping elevate the student experience throughout the lifelong journey of education for more than 100 years. For more information about Herff Jones, please visit www.herffjones.com.

Herff Jones, Inc. and its affiliates are equal opportunity employers and maintain affirmative action plans to recruit, retain, develop, and promote qualified individuals without unlawful consideration of race, gender, gender identity, color, religion, sexual orientation, national origin, age, disability, citizenship status, veteran status, or any other characteristic protected by federal, state or local law. Herff Jones strives to maintain a work environment free from unlawful discrimination and harassment, where associates are treated with respect and dignity.

Any employment agency, person or entity that submits a résumé into this career site or to a hiring manager does so with the understanding that the applicant's résumé will become the property of Herff Jones. Herff Jones will have the right to hire that applicant at its discretion without any fee owed to the submitting employment agency, person or entity.

Salary : $108,000 - $157,000