IT Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage the daily operations of the Freshservice ticketing system.

• Triage and allocate tickets across all markets.

• Oversee queue health and ensure prompt ticket resolution.

• Monitor unresolved and aging tickets.

• Identify recurring or underlying problems and drive root-cause solutions.

• Define, track, and report on KPIs, metrics, and SLAs.

• Conduct weekly, monthly, and quarterly reviews of IT support reporting.

• Expand and manage the asset management module within Freshservice.

• Maintain precise device and asset inventory across all markets.

• Develop and enhance IT support processes and workflows.

• Provide hands-on Level 2 troubleshooting for Microsoft 365, Intune/JAMF, networking, POS, and e-commerce systems.

• Resolve complex tickets and support IT Specialists as needed.

• Supervise and offer technical guidance to the regional IT Specialist team.

• Act as an escalation point for intricate Microsoft 365, device management, network, and security issues.

• Coordinate hiring, onboarding, and performance management for IT Specialist roles.

• Collaborate with the Director of IT on staffing plans, budget, and the IT support roadmap.

• Assist in the integration of new markets resulting from M&A activities.

⛳️ Requirements

• Over 5 years of experience in IT support/infrastructure.

• 1–2 years in a leadership or supervisory role.

• L2+ hands-on technical expertise in Microsoft 365, Intune/JAMF device management, and networking fundamentals.

• Proficient in troubleshooting TCP/IP, DNS, DHCP, and VPN issues.

• Practical experience administering Freshservice or a similar ITSM platform, including ticketing workflows, asset management, and reporting/analytics.

• Experience in defining and tracking KPIs, SLAs, and operational metrics.

• Strong leadership, communication, and organizational abilities.

• Capable of managing a distributed, multi-state team.

• Process improvement and operational excellence mindset.

• Comfortable overseeing support for POS and e-commerce platforms.

• Bachelor’s degree or an equivalent combination of education and experience.

• Typically requires a BS or an equivalent combination of education and related experience.

• Flexibility to occasionally travel to Vireo locations within the state for on-site support.

🏝️ Benefits

• Medical, dental, vision, and life insurance effective on the first of the month following your start date.

• Competitive additional benefits including HSA, FSA, Dependable Care, EAP services, etc.

• 15 days of accrued PTO.

• 2 Wellness Days.

• Volunteer Hours that increase with tenure.

• 401k program with employer matching after six months of employment.

• Employee discounts.

• Paid time off.

• Opportunities for growth and professional contribution.

• An inclusive and collaborative workplace culture.