Manager, IT Support

The IT Support Team Manager within Blackbaud Corporate IT is a hybrid role, providing leadership to direct reports and technical support, including complex troubleshooting and customer support for the company’s endpoints. This role is also accountable for managing local vendors that service Blackbaud. The role collaborates closely with the IT Support System Engineering teams to ensure excellent system support.

What You’ll Do

People Management Responsibilities:

• Coach and manage IT support staff on KPIs, customer focus, knowledge management, and related activities.
• Provide development opportunities for team members.
• Facilitate team meetings and training sessions.
• Manage performance reviews and provide constructive feedback.
• Foster a collaborative and positive team environment.
  
  

Endpoint Support

• Assist with in-office support needs, including live support requests (in-person, phone, and chat).
• Support for endpoints (Desktop environment, VDI, mobile devices).
• Hardware maintenance, installation, troubleshooting, and evaluation for use cases.
• Desktop software installation and troubleshooting.
• Desktop image deployment and maintenance.
• Configure, install, maintain, and repair various endpoint products (PCs, MACs, scanners, printers, peripheral devices).
• Mobile device management.
• Understanding of Microsoft Entra ID, Microsoft MFA, and physical authentication tokens (e.g., Yubikey technology).
• Experience in IT service management processes (Request Fulfillment, Incident management, Change management).
  
  

Endpoint Management Responsibilities

• Ensure compliance with Standard Operating Procedures (SOP) and Service Level Agreements (SLA).
• Coordinate preventive maintenance and service programs for endpoint devices.
• Provide Service Desk escalation support.
• Analyze problem trends, determine root causes, and make recommendations to the team and management.
• Conduct complex troubleshooting and root cause analysis.
  
  

Knowledge Management

• Apply Knowledge Centered Solutions (KCS) methodology to daily incident management.
• Create new knowledge base articles based on customer incidents.
• Edit and update current knowledge base articles.
• Collaborate with application support to develop new knowledge for the team.
  
  

Other Skills

• IT management experience with office moves or new office setups.
• Vendor management experience, interfacing with third-party vendors to ensure agreed-upon services are fulfilled.
  
  

What You'll Bring

• 10 years relevant professional experience, 5 years or more managerial experience
• In-depth knowledge of Windows OS and MS Office suite products.
• Experience with Apple operating systems and mobile devices.
• Experience with ServiceNow or other ticket tracking software.
• Solid experience in ITIL service management processes, with practical knowledge in Service Transition lifecycle processes.
• Certifications: A+, Net+ recognized.
• Must have experience managing 3rd party service delivery vendors.
  
  

Ability to work flexible hours as required by business priorities

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Blackbaud is a digital-first company which embraces a flexible remote or hybrid work culture. Blackbaud supports hiring and career development for all roles from the location you are in today!

Blackbaud is proud to be an equal opportunity employer and is committed to maintaining an inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.

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