IT Support Manager

IT Support Manager

Rumpke is a family-owned and operated company that ranks as one of the largest firms in the waste and recycling industry. Our mission is simple: to deliver exceptional waste and recycling solutions to our customers and communities through a commitment to safety, service, the environment and the growth of our people. When you join Rumpke, you'll be part of a team providing essential services to millions of residents, businesses, and neighborhoods. You will enjoy competitive pay and comprehensive benefits, including health, dental, vision, matching 401(k), life insurance, paid vacation, and more. This is your opportunity to make a difference for you and your family. Come join our team!

The IT Support Manager is a strategic and hands-on leader responsible for overseeing Rumpke's IT support operations and ensuring reliable, high-quality technical services across the organization. This role manages desktop support, the Help Desk and broader IT service management functions (e.g. incident mgmt., change mgmt., release mgmt., etc.). This role is expected to drive process improvements and ensure compliance through the implementation and management of IT services best practices. With a strong background in IT service management, stakeholder engagement, and enterprise support environments, the ideal candidate will ensure IT operations align with organizational goals, enhance the employee experience, and continuously improve service delivery.

Responsibilities of Position:

• IT Service Management (ITSM): Act as the product owner for ITSM platforms, managing tool configuration, updates, and integration into incident, problem, and change management workflows.
• Team Leadership & Management: Oversee daily operations of the IT support team, ensuring efficient resolution of technical issues, high levels of customer satisfaction, and a collaborative work environment.
• Policy & Process Development: Design, implement, and maintain IT support policies, procedures, and best practices to enhance service delivery and operational efficiency.
• Monitor service performance against SLAs, enforce compliance, and drive initiatives to improve service quality and reduce response times.
• Provide hands-on technical support for complex or critical issues, acting as the escalation point for unresolved problems.
• Partner with IT and business leadership to ensure IT support services meet organizational needs and contribute to strategic goals.
• Oversee deployment, maintenance, and troubleshooting of desktops, mobile devices, printers, and other hardware to ensure optimal functionality.
• Manage procurement, deployment, and lifecycle of IT assets, including both hardware and software, ensuring timely upgrades and replacements.
• Develop and deliver training for IT staff and end-users, fostering continuous learning and professional growth.
• Research and recommend new tools and technologies that enhance IT support operations and user experience.
• Assist in IT support budget planning, ensuring adequate resources for hardware, software, training, and tools.

Supervisory Responsibility: This position will manage employees.

Skills & Abilities Needed for Position:

• Excellent leadership, communication, and problem-solving skills.
• Ability to manage IT incidents, prioritize tasks, and drive efficiency in support operations.
• Advance knowledge supporting Office365, Windows environments, and enterprise hardware/software troubleshooting.
• Familiarity with automation tools and remote support technologies.

Experience & Knowledge Needed for Position:

• Experience with IT service management tools (e.g., ServiceNow) and enterprise IT environments.
• Experience in an enterprise-scale organization supporting diverse IT environments.
• Familiarity with automation tools and remote support technologies.
• 5+ years of experience.