Manage and continuously improve the IT ticketing system; ensure timely, high-quality resolution of employee support requests
Serve as escalation point for complex technical issues across hardware, software, and networking
Establish and document standard operating procedures for common IT requests and workflows
Oversee procurement, configuration, deployment, and lifecycle management of laptops, mobile devices, and peripherals
Maintain accurate asset inventory and enforce device management policies (MDM)
Manage onboarding and offboarding IT processes for all employees
Own the company's software stack — evaluate, procure, and manage licenses across SaaS tools, productivity suites, and business applications
Track license utilization, identify redundancies, and optimize spend
Ensure compliance with all software licensing agreements
Implement and maintain foundational cybersecurity controls: endpoint protection, MFA, SSO, access management, email security, and data backup
Develop and enforce security policies and train employees on best practices
Monitor for threats and coordinate response to security incidents
Work toward compliance with relevant security frameworks as the business scales (SOC 2, etc.)
Manage relationships with IT vendors, ISPs, and managed service providers
Own the IT budget — track spend, negotiate contracts, and identify cost-saving opportunities
Evaluate and recommend new tools and technology investments with a clear ROI lens
Partner with leadership to align IT capabilities with business goals
Build a scalable IT roadmap that anticipates growth from 80 to 200+ employees
Evaluate build vs. buy decisions and make recommendations with supporting analysis.

Requirements

5+ years of experience in an IT Director, IT Manager, or equivalent leadership role
Experience supporting a company of 50 or more employees in a similar hands-on capacity
Proven track record managing IT helpdesk, device lifecycle, and software licensing
Working knowledge of cybersecurity best practices and common security tools
Experience managing IT budgets and vendor contracts
Strong proficiency with modern SaaS environments (Google Workspace Required)
Familiarity with endpoint/device management platforms (Jamf, Intune, or equivalent)
Excellent communication skills — able to explain technical concepts clearly to non-technical stakeholders.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

IT ticketing system managementcybersecurity best practicesdevice lifecycle managementsoftware licensing managementendpoint protectionmulti-factor authentication (MFA)single sign-on (SSO)access managementdata backupbudget management

Soft Skills

communication skillsleadershipproblem-solvingnegotiationrelationship managementtrainingdocumentationstrategic planninganalytical skillscollaboration