IT Support Manager

IT Support Manager – Austin, TX

8310 N Capital of Texas HWY Austin, TX 78731

The IT Support Manager ensures reliable operations of information technology systems for Tiff’s Treats stores, office employees, and remote employees. This role involves both ongoing support and development of new solutions. In addition to supporting existing stores, this position manages all IT aspects of new unit openings. Both hardware and software technologies are part of the supported scope. This role will be both a people manager and individual contributor.

• Manage IT support of stores, customer care, and corporate staff, ensuring timely resolution of tickets in compliance with SLAs
• Manage, mentor, and coach IT support team members
• Manage IT project work from planning through delivery
• Resolve assigned IT tickets and document resolution steps
• Provide prompt and friendly support to employees
• Create and maintain knowledge resources
• Participate in on‑call support rotation, including some night and weekend work
• Manage IT aspects of new unit openings

• Bachelor’s degree in computer science, Information Systems, Software Engineering, or related field
• 5+ years working in an IT support capacity
• 2+ years of IT support management experience
• 3+ years of Microsoft device management, including Intune and Entra / Azure AD
• 2+ years of supporting networks and basic understanding of TCP/IP protocols
• Experience managing email in either a Microsoft Office 365 or Google Workspace environment
• Experience providing IT support both remotely and in‑person

• Experience providing IT support in a multi‑unit retail environment
• Powershell scripting experience
• Experience authoring knowledge content in Zendesk Guide
• Experience managing complex IT projects from planning through implementation
• Experience with Forti Gate firewalls
• Experience managing IT services in compliance with cybersecurity frameworks like NIST or SOC 2
• Experience managing software, hardware, and IT service vendors