IT Manager

The IT Manager is responsible for leading and maturing Level 3 Audiovisual’s Information Technology function through strong IT Service Management (ITSM) discipline, hands-on technical leadership, and a deliberate focus on process and policy.

This role serves as the primary interface between IT and the business, collaborating closely with leadership and functional teams to deliver measurable business value from technology investments. The IT Manager ensures IT services are secure, reliable, cost-effective, and delivered through repeatable, well-defined, and documented processes that support the company’s operational and growth objectives.

This is a leadership role that is also hands-on, requiring a mature systems administrator who understands how disciplined processes, clear policies, and sound technology decisions directly impact business outcomes.

ORGANIZATION

Reporting relationships and whether people leader or individual contributor

PRIMARY DUTIES AND ACCOUNTABILITIES

IT Service Management (ITSM), Process & Policy Ownership

• Own and continuously improve the IT Service Management framework, ensuring IT work is delivered consistently, predictably, and transparently.
• Act as system owner for the ITSM platform including incidents, requests, changes, assets, knowledge, and reporting.
• Design, document, implement, and enforce IT policies, standards, and procedures governing how technology is requested, delivered, secured, and supported.
• Ensure all IT work flows through defined intake, approval, and prioritization processes.
• Balance business responsiveness with operational discipline by enforcing structured workflows while maintaining strong stakeholder relationships.
• Regularly review service metrics, trends, and feedback to drive continuous improvement and communicate value to leadership.

IT Operations & Hands-On Systems Administration

• Provide senior-level, hands-on oversight of systems administration across endpoints, SaaS platforms, identity systems, and core IT services.
• Actively participate in system configuration, administration, troubleshooting, and escalation where appropriate.
• Ensure technology solutions are implemented in a way that supports real-world business workflows and minimizes friction.
• Serve as the escalation point for complex technical issues with material business impact.
• Ensure operational processes are embedded into systems administration activities, reducing reliance on tribal knowledge or individual heroics.

People Leadership, Process Adherence & Cross-Functional Collaboration

• Lead, coach, and develop IT team members through regular feedback, goal setting, and performance management.
• Set clear expectations for service ownership, documentation, and process adherence.
• Hold the IT team accountable for executing work consistently and according to defined standards.
• Partner with Finance, HR, Operations, and other business leaders to ensure IT services support functional objectives.
• Foster trust and credibility through clear communication, realistic expectations, and consistent follow-through.

Financial Management, Forecasting & Lifecycle Planning

• Own the IT operating budget, including forecasting, variance tracking, and cost optimization.
• Manage hardware, software, licensing, and vendor spend with a focus on business value and total cost of ownership.
• Develop and maintain lifecycle plans for endpoints, systems, and platforms to support predictable operations and reduce risk.
• Ensure technology spend follows defined governance and approval processes.
• Communicate cost, risk, and value tradeoffs clearly to leadership and recommend courses of action.

Asset, Endpoint & Business Systems Lifecycle Management

• Own lifecycle management for all IT assets, including procurement, deployment, refresh, and decommissioning.
• Ensure standardized endpoint builds, security baselines, and management tooling are in place and enforced.
• Maintain accurate, auditable asset and license records within the ITSM platform.
• Ensure onboarding, role changes, and offboarding processes are timely, repeatable, and policy-driven.
• Partner with HR and Finance to align device and access lifecycle with employee lifecycle.

Security, Risk, Policy & Business Continuity

• Ensure strong identity, access, and endpoint security practices are consistently applied.
• Own IT security, acceptable-use, and access policies, ensuring they are practical, enforced, and auditable.
• Communicate security risks and controls in business terms, not just technical terms.
• Partner with leadership to assess acceptable risk and implement appropriate controls.
• Ensure IT processes support business continuity, resilience, and audit readiness.

Special Projects & Strategic Initiatives

• Lead and contribute to special projects and cross-functional initiatives that leverage technology to improve business outcomes.
• Partner with executive leadership and functional owners to evaluate, plan, and execute technology-driven initiatives.
• Support company growth, operational changes, integrations, or acquisitions impacting IT.
• Research, assess, and recommend new technologies, tools, or process improvements aligned with business objectives.
• Act as a trusted advisor to leadership on emerging technology opportunities and risks.

The duties and responsibilities described are not a comprehensive list and additional tasks may be assigned from time to time; or the scope of the job may change as necessitated by business demands.

EDUCATION & CERTIFICATIONS

Education Requirements:

• High School Diploma or equivalent required

Education Preferences:

• Four year degree in Information Technology, Computer Science, or related field preferred

Certifications (Preferred):

• IT Service Management (ITIL or equivalent)
• Microsoft 365 / Endpoint Management certifications
• Security related certifications are a plus

EXPERIENCE

Experience Requirements:

• Minimum 7 years progressive IT experience
• Minimum 2–3 years experience leading or supervising IT staff
• Demonstrated experience operating within an ITSM framework
• Experience managing IT budgets, forecasting, and asset lifecycles
• Strong background in systems administration and endpoint management

Experience Preferences:

• Experience owning or administering an IT Service Management (ITSM) platform such as Freshservice or equivalent.
• Experience managing Microsoft 365 environments, including identity, access control, collaboration, and security features.
• Experience with endpoint lifecycle management for Windows and macOS devices in a business environment.
• Experience supporting and governing SaaS-based business systems (ERP, project management, collaboration, or knowledge platforms).
• Experience operating in a cloud-first or fully cloud-hosted IT environment.
• Experience aligning IT operations, budgets, and lifecycle planning to business objectives.

SKILLS & ABILITIES

Required Skills:

• Strong IT Service Management and governance mindset
• Process design, documentation, and policy development skills
• Solid understanding of systems administration, identity, and endpoint management
• Budgeting, forecasting, and cost-control skills
• Ability to translate business needs into supportable IT services
• Excellent written and verbal communication skills

Required Abilities:

• Ability to lead both strategically and tactically
• Ability to think in systems and processes, not just tools
• Ability to prioritize work based on business impact and risk
• Ability to identify process gaps and proactively correct them
• Ability to work independently and collaboratively across departments

Primary Platforms & Systems Experience:

The IT Manager is expected to have experience owning, administering, and governing enterprise IT platforms similar to the following:

• IT Service Management: Freshservice or comparable ITSM platforms (incidents, service requests, change management, asset management, knowledge)
• Identity & Productivity Platforms: Microsoft 365 (Entra ID/Azure AD, Exchange, Teams, OneDrive, SharePoint)
• Endpoint Management: Windows and macOS endpoint provisioning, security baselines, lifecycle management, and MDM/MEM tooling
• Security & Access Management: MFA, conditional access, least-privilege access models, password management platforms
• Networking: Cloud-managed or centrally administered network environments
• Business SaaS Platforms: Experience supporting ERP, project management, collaboration, and knowledge management systems (e.g., NetSuite, Smartsheet, Guru, Miro)