This position will report to HB Mechanical Group, LLC, a subsidiary of HB Global. We empower our employee owners to make this a great place to work and create value. SUMMARY: The IT Support Manager leads the IT Support Team and is accountable for the end-user support experience across the organization, including support intake and escalation, IT onboarding/offboarding, IT asset lifecycle management, and IT knowledge management. The role ensures systems and services operate reliably and securely and partners effectively with business leadership to align support delivery to operational needs. This position operates in a multi-division enterprise environment in which divisions maintain autonomy in business decisions; the IT Support Manager adapts engagement, prioritization, and service delivery to meet each division’s unique needs while maintaining enterprise standards, security requirements, and governance. To be successful you must possess these core value characteristics: Trust: Clear Communication. Be committed. Accountable. Open. Honest. Team: No "I". Do what's best. Assume the best. Be a leader. Celebrate wins. Grit: Goal-focused. Be positive. Persevere. Show passion. Take ownership. Growth: Lifelong learner. Forward-thinker. Self-aware. Curious. Open-minded. ESSENTIAL DUTIES and RESPONSIBILITIES: Leadership & Team Management Lead, coach, and develop IT Support staff, including hiring input, training, scheduling, performance management, and individual development plans aligned to support objectives. Oversee and direct day-to-day support operations to ensure high service quality, professional communication, and strong customer experience. Set team goals, standardize operations, detect and streamline inefficiencies, and drive continuous improvement across support processes. Work independently, escalating strategically and appropriately. Service Delivery, Escalations & Customer Experience Provide and oversee effective first-, second-, and escalated-level IT support to non-technical users, ensuring timely resolution and clear communication. Own support service performance across divisions, including SLAs/response targets, service metrics, trends, and improvement initiatives to enhance user experience and operational reliability. Handle escalations, resolve complex issues, and monitor business-critical systems to prevent delays and outages and quickly restore service during incidents. Interpret non-technical requests and communications, translating business needs into actionable support and service outcomes. Business Partnership in a Multi‑Division Enterprise Build trusted relationships at all organizational levels, “speaking the language of the business” and partnering with leaders to achieve shared objectives. Partner with multiple semi-autonomous business divisions to deliver tailored IT support services, adapting engagement, priorities, and communication to align with each division’s operational needs, leadership structure, and business objectives while maintaining enterprise standards, service quality, and governance. Assess and analyze divisional workflows and operational requirements, making support and service recommendations that improve productivity and reliability. Assist with onboarding newly acquired companies into the existing IT environment in coordination with IT leadership and technical teams. Asset Management, Vendors, and Budget Support Oversee IT asset lifecycle management, including inventory control, maintenance, repair, replacement planning, and user equipment standards. Assist with purchasing decisions, installation coordination, and ensuring connectivity/network access for users. Help build vendor relationships and support cost-efficient agreements; coordinate vendor deliverables to meet quality and timeline expectations. Support budget planning and provide budgetary information as needed; work with the Director of IT and IT Administrative Assistant to track and report expenditures. Security, Reliability & Cross‑Team Collaboration Collaborate with cybersecurity and infrastructure teams to enforce data and access security policies, maintain appropriate user accessibility, and support a secure operating environment. Work with infrastructure team members to organize support, troubleshooting, and repair for IT equipment, networks, and connectivity services. Identify issues and propose solutions that account for capacity, performance, integration, operational constraints, and business impact. Training & Adoption Coordinate training and orientation for new technology users to support adoption of required equipment, software platforms, and networks. Continually assess user needs and ensure teams and individuals benefit from effective technology and efficient access. Other Perform other duties as assigned EDUCATION, EXPERIENCE and SKILLS: Education High School Diploma BA/BS in Management Information Systems (MIS) or Computer Science or equivalent experience Advanced certifications and continuing education preferred Experience (Required) 8+ years of progressive experience in IT support/service management or end-user computing, including at least 5 years in a leadership/supervisory role. Demonstrated experience supporting multiple business units, subsidiaries, and/or acquired companies within a shared-services or enterprise IT model. Proven ability to tailor support processes, SLAs, and engagement models to distinct divisional needs while maintaining enterprise standards and governance. Experience building trusted relationships with divisional leadership and balancing local autonomy with enterprise IT/security requirements. Experience working with outside IT vendors/managed services, including coordinating deliverables to meet timelines and quality expectations. Hands-on experience with IT asset management and full asset lifecycle processes. Skills & Technical Knowledge Strong customer service orientation and knowledge of best practices to meet and exceed end-user expectations. Knowledge of IT security best practices and ability to enforce data/access security policies and procedures. Strong analytical and problem-solving skills; ability to communicate clearly with technical and non-technical stakeholders. Extensive knowledge of Microsoft Windows, Active Directory/Entra ID, Microsoft 365, SharePoint, OneDrive. Experience with strategic planning, resource management/allocation, and supporting complex initiatives/projects. Familiarity with confidentiality requirements related to IT operations and network information. PREFERRED QUALIFICTIONS: Experience working in organizations with decentralized decision-making or federated IT models. Background supporting companies across multiple industries or operational verticals within a single enterprise. Experience integrating or supporting newly acquired businesses. ITIL/COBIT Certification or similar PMI/PMP Certification or similar One or more advanced Microsoft certifications such as Microsoft 365 Administrator Expert, Azure Administrator Associate, or Endpoint Administrator Associate Previous experience in mid-level IT leadership position Working knowledge of firewalls, VPNs, routers, switches, and protocols, SAN and NAS architectures, and VOIP and phone system technologies PHYSICAL REQUIREMENTS: Prolonged periods sitting at a desk and working on a computer Must be able to lift up to 15 pounds at times Ability to travel to various divisions and worksites regularly WORK SCHEDULE & TRAVEL: This is a full-time position with benefits. The role is a hybrid Remote–On Site position open to candidates within Central PA. Hours may vary according to business needs. Regular travel to the HB Mechanical Group HQ in Camp Hill, PA and divisional offices throughout PA is required. Occasional long-distance travel may be required. On-call rotation for outages and urgent requests is required. WHO WE ARE: A company of trusted brands with a full portfolio of MEP services. Since 1914, our divisions have been delivering world-class work to the industries that are driving our nation forward. We do this by providing unmatched mechanical, electrical, and plumbing services throughout the United States and the Caribbean. OUR MISSION: To empower our employee owners to make this a great place to work and create value. Engaged employees create raving fans of our clients. OUR CORE VALUES: TRUST is the foundation of all we do. TEAM is our daily mindset. GRIT is our passion and perseverance. GROWTH is our goal, both personally and professionally.
