Manager, IT Support

Position: Manager, IT Support

Location: Sioux Falls

Job Description:

The Manager, IT Support reports to the Director, IT Operations and plays a critical role in leading the desktop support team, ensuring efficient service delivery and a seamless end-user experience. The Manager will oversee the team’s day-to-day operations, provide technical guidance, and ensure service delivery aligns with organizational objectives. The position requires hands-on technical expertise, leadership skills, and the ability to develop and maintain strong operational procedures for managing desktop systems, software, and end-user devices.

Responsibilities:

· Develop and refine IT support processes to improve efficiency and minimize downtime.

· Work closely with IT management to align infrastructure and support business needs.

· Monitor and maintain IT systems, including on-premises and cloud environments. Ensure servers, networks, and systems remain secure and operational. Coordinate with internal teams and external vendors for maintenance and troubleshooting.

· Follow best practices for incident resolution and change management. Ensure timely responses to IT issues while minimizing business disruptions.

· Lead, coach, and develop the desktop support team, fostering a culture of continuous improvement and accountability. Ensure team members are equipped with the skills and tools needed to provide exceptional end-user support.

· Work with third-party vendors and Managed Service Providers (MSPs) to ensure service level agreements (SLAs) are met and IT services run efficiently.

· Assist in maintaining IT security standards and compliance with company policies and industry regulations. Work with senior IT staff to ensure a secure computing environment.

· Support cloud-based infrastructure (e.g., Azure) by assisting with system monitoring, troubleshooting, and basic cost management.

· Manage the IT service desk, ensuring timely resolution of support requests. Oversee the ticketing system to track and escalate issues appropriately.

· Stay updated on IT trends and emerging technologies. Provide input on potential improvements to optimize IT operations.

· Maintain IT system documentation, asset records, and operational procedures. Provide regular updates on system performance and support activities to IT leadership.

· Oversee IT-related facilities tasks such as network cabling, server room conditions, and hardware deployment.

· Assist in monitoring IT expenditures and ensuring cost-effective use of resources, working within budget guidelines set by IT leadership.

· Work closely with other department leadership to align expectations, foster key relationships, and ensure the delivery of high-quality support that meets organizational needs.

· Handle other duties as assigned by the Director, IT Operations.

Education & Other Minimum Requirements:

· Bachelor’s Degree in Information Technology, Computer Science, or a related field; equivalent experience may be considered.

· 4-6 years of experience, with at least 2 years in a supervisory or leadership capacity.

· Proficient in managing Windows and macOS environments, with a solid understanding of Active Directory, Office 365, and endpoint management tools.

· Familiarity with IT service management (ITSM) frameworks, such as ITIL.

· Strong analytical and problem-solving skills with a focus on root cause analysis.

· Exceptional customer service and interpersonal communication skills.

· Proven ability to prioritize tasks, manage multiple responsibilities, and deliver results in a fast-paced environment.

· Experience with remote support tools and ticketing systems such as Zendesk, ManageEngine, or similar.

· Certifications such as CompTIA A+, Microsoft Modern Desktop Administrator, or ITIL Foundation are a plus.

Competitive pay with bonus, and a comprehensive benefits package that includes, but not limited to:

· 401(k) + company match up to 4%

· Long Term Incentive program

· Medical, dental, and vision coverage

· Annual HSA contribution of $1,650

· Life insurance, disability, and critical illness

· Birthday holiday

· 2 floating Community Days

· Free snacks and drinks in the office

· Tuition reimbursement program

· Generous PTO, including Paid Parental Leave

· $2,000 Vacation Incentive Plan after 3 years + $1,000 Sabbatical Day

· Community funds, wellness funds, and more

Learn more about our benefits by viewing our 2025 Employee Benefits Brochure.

Goal Solutions, LLC (“Goal” or the “Company”) is an innovative consumer loan servicing and asset management company providing comprehensive and customizable solutions driven by technology, analytics, and industry expertise.

Directly or through its subsidiaries, GSS Data Services, Launch Servicing (“Launch”) and Turnstile Capital Management (“TCM”), Goal provides primary servicing, asset management, collections management, direct collections, administration, and treasury services. Key markets we serve include residential solar, home improvement, student finance, and a growing number of personal loan providers. Currently Goal serves a variety of clients including hedge funds, traditional banks, ABS structures, insurance companies, investment banks, and colleges and universities with over $30B in assets under management.

Goal will continue to grow the business both organically and through acquisitions. Senior Goal leadership has been working together for over fifteen years and we pride ourselves and our work on our mission, values, culture, and service to our community. Our company is headquartered in San Diego, CA and has been named “Best Places to Work” by the San Diego Business Journal since 2015.

The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.