IT Support Manager
Harrisburg, PA
Experience: 0
Category: Information Technology
Contractor Work Model: Hybrid
Brand: System One
Job ID: 346807
Date Posted: 03/19/2026
Shortcut: http://jobs.systemone.com/jWLM57
Job Title: IT Support Manager
Location: Harrisburg, PA (Central PA)
Type: Direct Hire | Full-Time
Work Model: Hybrid
Schedule: Mon - Fri
SUMMARY
The IT Support Manager leads the IT Support Team and is responsible for the end-user experience across the entire organization. This includes overseeing support intake, escalation paths, IT onboarding/offboarding, asset lifecycle management, and knowledge sharing.
This role operates within a multi-division enterprise where business units maintain a high level of autonomy. The successful candidate will be a high-level collaborator, adapting service delivery to meet unique divisional needs while maintaining strict enterprise standards, security requirements, and governance.
ESSENTIAL DUTIES & RESPONSIBILITIES
Leadership & Team Management
- Lead, coach, and develop IT Support staff, including performance management, training, and professional development plans.
- Direct day-to-day operations to ensure high service quality and a premium customer experience.
- Standardize operations and drive continuous improvement to eliminate process inefficiencies.
Service Delivery & Customer Experience
- Oversee Tier I, II, and escalated support for non-technical users, ensuring timely resolution.
- Own service performance metrics (SLAs), analyzing trends to enhance operational reliability.
- Act as the final escalation point for complex technical issues and business-critical outages.
Strategic Business Partnership
- Build trusted relationships with leadership across multiple semi-autonomous divisions.
- Tailor IT engagement strategies to align with diverse operational needs while upholding corporate security and standards.
- Assist in the integration of newly acquired companies into the existing IT infrastructure.
Asset & Vendor Management
- Oversee the full IT asset lifecycle (inventory, maintenance, repair, and replacement planning).
- Coordinate with vendors to ensure cost-efficient agreements and high-quality deliverables.
- Support budget planning and expenditure tracking in collaboration with IT Leadership.
Security & Collaboration
- Partner with Cybersecurity and Infrastructure teams to enforce data access policies and maintain a secure environment.
- Identify and propose technical solutions that account for capacity, integration, and business impact.
- Coordinate user training and orientation to drive the adoption of new software and hardware.
EXPERIENCE & SKILLS REQUIREMENTS
- 8+ years of progressive experience in IT Support or End-User Computing.
- 5+ years in a dedicated leadership or supervisory role.
- Experience supporting multiple business units or subsidiaries within a shared-services or enterprise model.
- Proven track record of managing IT asset lifecycles and working with external managed service providers.
- Expertise: Microsoft Windows, Active Directory / Entra ID, Microsoft 365, SharePoint, and OneDrive.
- Security: Strong understanding of IT security best practices and access-control policies.
- Infrastructure: General knowledge of VPNs, Firewalls, SAN/NAS architecture, and VOIP systems.
REQUIRED EDUCATION
- Required: High School Diploma; BA/BS in MIS, Computer Science, or equivalent professional experience.
- Preferred: Advanced IT certifications (ITIL, COBIT, PMP, or Microsoft Expert-level certifications).
PHYSICAL REQUIREMENTS & TRAVEL
- Must be able to sit for prolonged periods and lift up to 15 lbs.
- Travel: Regular travel to the corporate headquarters in the Camp Hill, PA area and various divisional offices throughout Pennsylvania is required.
- Availability: On-call rotation for outages and urgent requests.
System One, and its subsidiaries including Joulé, ALTA IT Services, and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.
System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.
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