IT Support Manager (Hybrid) - Keystone Technologies Inc

*This is a hybrid position. Please do not apply unless you are local to our office in Lansdale, PA.*

The Opportunity:

The IT Manager oversees a team of help desk engineers, ensuring timely resolution of IT support tickets and the efficient operation of all networks, workstations, and software. This role involves managing network architecture and collaborating with our Managed Service Provider (MSP) for server reliability and business continuity. The IT Manager will lead the design and implementation of business processes and critical projects to enhance operations efficiency aligned with company objectives.

Who we are:

Founded in 1945, Keystone Technologies is a third-generation, family-owned business headquartered in the Greater Philadelphia area. A national leader in the commercial and industrial lighting industry, Keystone reaches customers across the U.S. with its mission of "Light Made Easy." We are an engaged and collaborative team where individuals are supported to reach their full potential.

Keystone's core values:

• Wow Customers

• Grow Passionately

• Do Right

• Value People

• Challenge Convention

What we offer:

Our benefits include medical, dental, vision, voluntary life insurance, employer-paid group life insurance, short-term disability, a 401k plan with company match, paid time off, and philanthropic opportunities.

Your Impact:

• Manage and lead a team of help desk engineers, providing guidance, support, and performance feedback

• Implement and maintain network architecture, including local area networks (LANs), wide area networks (WANs), network segments, and other data communication systems

• Work with our Managed Service Provider (MSP) to ensure server reliability and disaster recovery systems are robust and tested regularly

• Oversee the ticketing system, ensuring timely response and resolution of IT support tickets while delivering projects on time

• Ensure networks, workstations, operating systems, and software applications are operational; ensure hardware and software is patched and/or updated; ensure all analog and broadband circuits are operational

• Understand company operations and work with users to resolve technical issues, implement solutions, and develop system enhancements or third-party integrations.

• Collaborate with internal teams to identify IT needs, implement changes, and maintain a robust IT infrastructure that supports business processes.

• Lead and manage IT projects, ensuring timely delivery, alignment with business objectives, and adherence to budgetary constraints.

• Develop and implement techware licensing agreements; manages and safeguards software media and associated licenses

• Maintain technology policies, standards, and procedures manual; develop and maintain related technology checklists

• Ensure technology documents/certificates such as product registrations, certificates, maintenance agreements, service contracts, etc. related to technology operations and/or technology services are evaluated, updated and processed

• Collaborate with the Head of IT and the Network Engineer to identify and implement new technologies and improvements to the IT infrastructure

• Monitor help desk performance metrics and generate reports to assess the effectiveness of support services

What you bring:

• Bachelor's degree in information technology, computer science, or a related field

• Prior experience in a help desk, business analyst, or technical support role, with at least 5 years in a managerial capacity

• Business acumen and a curiosity to solve business challenges with practical technology solutions

• Strong technical knowledge of hardware, software, and network systems

• Strong knowledge of systems and network maintenance (experience with SQL databases and Epicor’s P21 ERP is a plus)

• Familiarity with Microsoft Dynamics 365 preferred.

• Experience working with MSPs and external vendors

• Strong problem-solving skills with a focus on user support and system improvements.

• Project management experience, with a proven track record of leading and delivering IT projects on time and within budget

• Outstanding customer service and communication skills

• Ability to manage multiple tasks and prioritize effectively

• Proven experience managing technical support teams

• Open to <5% travel for trade shows, industry conferences, and support at other Keystone facilities

Please note that we do not accept unsolicited resumes from recruiters or employment