Team Leadership & Operations
* Lead, mentor, and develop IT support staff, including performance management and skills development.
* Oversee day-to-day support operations to ensure timely resolution and strong customer experience.
* Establish and monitor service metrics, response targets, and process improvements.
* Identify operational inefficiencies and implement standardized best practices.
Service Delivery & Escalation Management
* Oversee first- and second-level IT support services for end users.
* Manage escalations and resolve complex technical issues.
* Monitor critical systems and coordinate rapid response during service disruptions.
* Translate business requests into actionable technical solutions.
Business Partnership
* Develop collaborative relationships with leaders across multiple business units.
* Adapt support models and engagement approaches to align with varying operational structures.
* Assess workflows and recommend improvements that enhance productivity and reliability.
* Support integration of newly added business entities into the broader IT environment.
Asset & Vendor Management
* Oversee IT asset inventory, lifecycle planning, and equipment standards.
* Coordinate purchasing, deployment, and connectivity requirements.
* Manage external vendors to ensure quality delivery and cost efficiency.
* Support budget planning and expense tracking initiatives.
Security & Cross-Functional Collaboration
* Enforce access controls and data security practices in partnership with cybersecurity teams.
* Coordinate with infrastructure teams to maintain system performance and availability.
* Identify and mitigate risks related to capacity, integration, and operational impact.
Training & User Enablement
* Support onboarding, technology training, and knowledge documentation.
* Promote effective use of tools and platforms across the organization.
Education & Experience
* Bachelor’s degree in Information Systems, Computer Science, or related field (or equivalent experience).
* 8+ years of progressive IT support or service management experience.
* 5+ years of leadership or supervisory experience.
* Experience supporting multiple business units or entities within a shared services model.
* Demonstrated ability to balance local operational needs with broader IT standards and governance.
Technical & Professional Skills
* Strong customer service orientation and communication skills.
* Knowledge of IT security best practices and access management.
* Experience with Microsoft-based environments (Windows, Microsoft 365, identity management platforms).
* Familiarity with asset lifecycle management processes.
* Experience coordinating third-party vendors and service providers.
* Strong analytical, organizational, and problem-solving skills.
SGC is a Certified Small Diverse Business for the Commonwealth of PA serving Harrisburg, Hershey, Mechanicsburg, Carlisle, Lancaster, Allentown, State College, York, Sunbury, Philadelphia & Baltimore.
