• IT Support Manager

    Job Locations US-Herndon, VA
    Job ID
  • Overview

    Ntrepid is looking for a IT Support Manager to maintain and improve our rapidly expanding corporate infrastructure and systems. We are moving to a metrics-driven IT organization and desire experience in collecting and analyzing IT support data and using it to improve efficiency and ROI. You will be part of a talented team of IT professionals that demonstrate superb technical competency, delivering mission critical maintenance/migrations and ensuring the highest levels of availability, performance and security.


    • Manage team of IT Support personnel to provide rapid, efficient and effective services
    • Develop, implement, and monitor the IT support desk SLAs
    • Improve IT service desk processes, automating tasks where feasible
    • Coordinate with other departments to understand their technical needs and requirements in order to deliver top notch services
    • Facilitate effective IT service offerings by collaborating with the IT engineering team
    • Assist in developing processes that allow the IT engineering team and IT support team to more effectively design, maintain, and support IT services
    • Provide support metrics reports to IT leadership and executive leadership
    • Leverage metrics to improve SLAs and refine processes
    • Supervise employees and provide leadership for individual and team growth within the business
    • Design and deliver training to executives, employees, and IT staff
    • Provide budget planning and forecasting for IT hardware and software resources
    • Effectively communicate with executives, the user base, and the rest of the IT organization


    • U.S. Citizenship required
    • Must be able to obtain/maintain a security clearance
    • Bachelor’s degree in Computer Science, Computer Studies or other related concentration is strongly preferred or any equivalent combination of education and experience
    • 8 to 10 years of IT administration and support experience
    • 3+ years of management experience
    • Demonstrated project management/organization and management skills
    • Excellent leadership and interpersonal skills
    • Ability to work after hours, nights, and weekends when required
    • Extensive knowledge of IT systems, applications, operating systems, and networking


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