IT Manager

Company Description PodPlay Technologies is an industry-leading provider of autonomous tech solutions for recreational venues, offering a white label SaaS solution for racket sports venues.

Our integrated software and hardware features include reservations, event management, analytics, payments software, scoreboards, replays, and venue access.

As we scale, we're building a team that is passionate about technology, operational excellence, and customer success.

Role Description We are looking for an IT Manager to lead our internal and customer-facing technology support functions.

This is a hands-on role, combining direct technical troubleshooting with team leadership and process development.

Over time, this role will evolve into leading all IT operations at PodPlay, including infrastructure, systems management, and security.

Technical Support: Diagnose and resolve complex technical issues across software, hardware, networking, and AV systems.

CSA Team Management: Supervise and support our Level 1 Customer Support Associates, providing mentorship, escalation support, and training.

Process Development: Build and refine IT support workflows, documentation, and escalation processes to ensure efficient and consistent service delivery.

Ticketing System Management: Oversee the management and optimization of the IT ticketing system, ensuring proper tracking, prioritization, and reporting of issues.

Configuration Support: Assist the Configuration Manager in setting up and testing systems for customer deployments when needed.

Networking Support: Provide troubleshooting and basic configuration support for networking equipment, especially UniFi-based setups.

MDM & Device Management: Manage Apple devices using MDM platforms, ensuring compliance and proper device lifecycle management.

AV Installation (as needed): Assist with occasional AV equipment installations and support, including displays, cameras, and access control.

Future Growth: Position yourself to take on broader IT responsibilities including infrastructure, security, and internal IT operations.

Qualifications5+ years in IT support or systems administrationHands on experience troubleshooting hardware and software issuesStrong knowledge of networking fundamentals and hands-on experience with UniFi systems.Experience with Apple MDM solutions and managing macOS/iOS devices.Familiarity with AV systems and installation practices (cameras, displays, cabling) is a plus.Experience with helpdesk ticketing systemsStrong leadership and communication skillsAbility to work independently and collaborativelyBachelor's degree in Computer Science, Information Technology, or related fieldCertifications such as CompTIA ITF+,A+, Network +, CISSP or PMP are a plus