IT Support Manager

The role

The IT Support Manager will lead the IT Support function and set a multi-year strategic roadmap. This person will manage the IT Support team and own the Microsoft 365 and identity platform.

What you will do

• Set the strategic direction and multi-year roadmap for IT Support
• Lead and develop the IT Support team through hiring and performance management
• Redefine user experience and proactive support beyond SLA adherence
• Ensure SLA adherence across P1–P5 ticket tiers in Jira Service Management
• Champion the build-out of the Keel IT Help Center
• Build and maintain escalation paths, on-call coverage, and incident response procedures
• Own the device lifecycle including procurement, imaging, and Intune enrollment
• Identify and implement automation and AI-enabled support opportunities
• Own Keel’s Microsoft 365 and identity platform including Entra ID, Intune, and Exchange Online
• Drive Conditional Access policy design, PIM role tiering, and zero-trust implementation

Required qualifications

• 8+ years leading an IT support or service desk function, including team leadership, hiring, and performance management
• Track record of building or meaningfully transforming a support team’s tooling, process, or culture
• Experience with SLA-based service delivery, ideally in Jira Service Management or a comparable ITSM platform
• Working knowledge of Microsoft 365 administration and identity concepts (Entra ID, Intune, Conditional Access)
• Ability to think strategically about a team’s future state
• Clear communication with non-technical stakeholders up to the executive level
• Effective in a fast-paced environment with competing priorities

Nice to have

• Experience building a multi-year roadmap or operating model for a support function
• Hands-on Jira Service Management and Confluence experience (practitioner and/or admin)
• Exposure to AWS or another public cloud
• Microsoft certifications: MS-102 or SC-300
• Familiarity with SOC 2 or ISO 27001
• Exposure to AI tooling governance in an enterprise context
• Experience in a Nasdaq-listed or similarly regulated public company
• Familiarity with Power BI for IT operational reporting

Benefits

• Competitive salary, bonus and equity opportunities
• Comprehensive health and wellness benefits
• Retirement savings with company contribution
• Employee referral program

About the company

Keel Infrastructure is a publicly traded energy and digital infrastructure company that develops and owns data centers and power assets across North America.