Manager, IT Managed Services

Description

The Office of Information Technology of the Catholic Diocese of Richmond is seeking a Manager, IT Managed Services. The Managed Services Manager is responsible for leading a team of seven Technical Support Specialists who provide direct assistance to the parishes and schools of the Catholic Diocese of Richmond for network, hardware, and software issues. The manager will ensure high-quality service delivery, oversee daily operations, and coach and develop team members, while also playing a key role in shaping support strategies and coordinating with other departments to advance the Diocese's IT initiatives. In addition, the manager will drive initiatives that enhance remote support capabilities, streamline end-user onboarding and offboarding, and reduce the operational workload on senior IT staff.

Essential Duties & Responsibilities:

Supervise and lead a team of eight Technical Support Specialists; provide guidance, support, and performance management.

Oversee daily operations of technical support services, ensuring timely and effective resolution of user issues.

Monitor team workload and performance to ensure high levels of customer service.

Provide escalation support for complex technical issues.

Coordinate with IT management to develop and implement support policies, procedures, and best practices.

Assist in the planning and execution of IT projects, system upgrades, and new technology deployments.

Develop and maintain documentation for systems, support procedures, and training materials.

Provide training and professional development opportunities for team members.

Conduct regular team meetings to share information and foster a collaborative work environment.

Track key metrics related to support services and prepare reports for IT leadership.

Maintain positive working relationships with staff across the Diocese.

Assist with vendor communications for end-user-facing platforms as needed.

Requirements

Qualifications (Knowledge, Skills, and Abilities):

Strong leadership and team management skills.

Exceptional customer service orientation with a commitment to service excellence.

Advanced troubleshooting expertise across hardware, software, and network issues.

Strong organizational and time management skills, with the ability to balance competing priorities under minimal supervision.

Excellent oral and written communication skills.

Proficiency in supporting Google Workspace, Microsoft 365, Windows OS, and Microsoft Office applications; experience with Chrome OS and Mac OS.

Demonstrated ability to lead and manage hybrid or remote teams effectively.

Familiarity with IT service management and ticketing tools (e.g., Zendesk, ServiceNow).

Experience mentoring or coaching junior staff and fostering professional growth.

Ability to build, maintain, and promote strong internal and external relationships.

Familiarity with video conferencing platforms (Zoom, Teams, Google Meet).

Ability to conduct research and evaluate new technologies.

Working knowledge of user account management in Microsoft 365 and Google Workspace environments.

Ability to lift up to 50 pounds.

Requirements:

Bachelor's degree in Information Technology, Computer Science, or a related field; equivalent work experience in a networked environment supporting a distributed workforce will be considered.

8+ years of experience in technical support, with a minimum of 5 years in a supervisory or leadership role preferred.

Proficiency with Microsoft Excel, Word, PowerPoint, and Outlook.

Strong organizational and project management skills.

Experience managing support operations across multiple locations or departments.

Experience supporting IT infrastructure in a nonprofit, educational, or faith-based organization is a plus.

Experience working in a Managed Service Provider (MSP) environment or supporting multiple client groups preferred.

Relevant certifications (e.g., CompTIA A+, Network+, ITIL, PMP) are highly desirable, demonstrating knowledge of IT service management practices and project oversight.

Proven ability to lead hybrid or fully remote teams, including mentoring, performance management, and fostering team cohesion.