Manager IT Support

The IT Support Manager is responsible for overseeing the organization’s IT support operations, including managing Level 1 (L1) and Level 2 (L2) support teams and administering the Freshworks-based service desk platform. This role encompasses hardware and software procurement, vendor contract management (with MSPs for L1 services and printer maintenance), and ensuring compliance with Microsoft licensing requirements. Additionally, the IT Support Manager provides conference room technology support and maintains a structured asset lifecycle—from acquisition through secure disposal. The goal is to deliver efficient, reliable, and customer-focused IT services across the enterprise.

Reports To:

Director Information Technology

Team Leadership & Management

• Supervise, mentor, and develop L1 and L2 support teams, assigning tasks and monitoring performance against SLAs and KPIs.
• Provide ongoing training, coaching, and career development opportunities to ensure high-quality service delivery.

Service Desk Administration

• Administer the Freshworks-based service desk system, optimizing ticket workflows and response times.
• Track and analyze service desk metrics—such as MTRR and MTTC and report on performance and improvement plans to senior leadership.

Equipment Procurement & Management

• Manage the full lifecycle of IT assets (laptops, desktops, peripherals, cell phones), including inventory tracking, hardware aging analysis, and end-of-life disposal.
• Oversee wireless device contracts and renewals, ensuring cost-effective and reliable mobile services.
• Ensure equipment is appropriately provisioned, allocated, and replaced in line with organizational needs and budgets.

Vendor & MSP Contract Management

• Oversee relationships with Managed Service Providers, setting performance targets and ensuring compliance with SLAs.
• Negotiate contracts and drive continuous improvements and cost optimization, maintaining high-quality services from vendor partners.
• Coordinate printer fleet operations, working closely with third-party vendors for maintenance schedules, supply management, and performance metrics.

Microsoft Licensing Compliance

• Maintain oversight of Microsoft licensing, ensuring compliance with contractual terms and alignment with company usage.
• Coordinate with finance and procurement teams to track license usage, user assignment, manage renewals, and control costs.

Conference Room Equipment & Support

• Oversee setup and maintenance of conference room technology (e.g., audio/video equipment), providing user support for meetings and teleconferencing tools.

Process Improvement & Documentation

• Develop and maintain IT support processes, policies, and procedures, identifying opportunities to streamline workflows.
• Keep accurate, up-to-date documentation of all IT support operations, ensuring consistent practices and knowledge sharing

Requirements:

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• Minimum of 5 years of experience in IT support roles, with at least 2 years in a leadership or management capacity.
• Proven experience managing L1/L2 support teams and service desk platforms (Freshworks preferred).
• Experience supporting the integration of acquired organizations or systems preferred.
• Understanding of technology demands specific to the waste management industry preferred.
• Strong knowledge of service desk operations, incident management, and ITIL best practices.
• Familiarity with Microsoft environments, (e.g. Active Directory, O365) and licensing structures.
• Experience with hardware/software procurement, vendor management, and asset tracking.
• Knowledge of printer fleet management and troubleshooting, ideally working with third-party providers.
• Excellent leadership and communication skills; ability to convey technical concepts to non-technical audiences.
• Proven negotiation and contract management skills.
• Strong organizational abilities, attention to detail, and problem-solving capabilities.
• Capacity to handle multiple priorities in a fast-paced setting.

• Certifications (Preferred but not required)
• ITIL Foundation or higher.
• Project Management Professional (PMP) certification.

Physical Demands / Environmental Factors

• While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.
• Occasionally required to stand and walk.
• Must frequently lift and/or move up to 10 pounds.
• Specific vision abilities required by this job include close vision, distance vision, depth perception, and the ability to adjust focus.
• Occasional travel required.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee.

Req Benefits: The Company LRS is the industry leader in providing innovative and environmentally responsibly waste and recycling solutions. Our team delivers exceptional service and value through relentless commitment to customer satisfaction and preservation of the en
Compensation: $100k to $110k
Additional Details : Physical Demands/Environmental Factors * While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear * Occasionally required to stand and walk
Lakeshore Recycling Systems is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age,