IT Support Manager

About Our People Excellent design can’t happen without exceptional people. This value continues to guide our growth. We hire talented people, inspire them with work that they love, and build a team to achieve something special. About Our Search Hord Coplan Macht is seeking an IT Support Manager to join our Information Technology team. This role will be based in our Baltimore office and report to the Director of IT. The ideal candidate is hands-on, comfortable jumping into complex issues, and equally comfortable prioritizing tasks and enforcing standards. About The Position Owning the support queue: triage, prioritization, assignment, escalation, and closure quality Managing a team of three support specialists: coaching, workload balancing, schedules, and skill development Acting as an escalation point for advanced workstation, application, identity, and access issues Driving incident response for high-impact issues, coordinating communications and resolution workstreams Building and maintaining support processes: ticket categories, SLAs, intake standards, and “definition of done” for tickets Tracking support performance (backlog, response time, resolution time, reopen rate), reporting trends, and improving recurring problem areas Maintaining a practical knowledge base and documentation standards so the team can resolve issues consistently Partnering with the rest of the IT team on endpoint lifecycle, workstation builds, patching cadence, and tool selection Supporting onboarding/offboarding, device provisioning, and access provisioning in coordination with IT peers Participating in IT projects, standards development, and continuous service improvement Coordinating with vendors and managed providers when needed, owning follow-up until resolution Providing occasional after-hours support as needed for outages and business-critical events Microsoft Windows 10 and 11 endpoint support and performance troubleshooting Microsoft 365 administration and support (Exchange/Teams/OneDrive/SharePoint at a practical admin level) Identity and access fundamentals: Active Directory, Group Policy, MFA/Conditional Access concepts Imaging, backup, and workstation recovery processes Enterprise Wi‑Fi and remote access troubleshooting (VPN, certificates, connectivity) Ticketing systems, support workflows, and escalation management; comfort with KPIs/SLAs Scripting or task automation (PowerShell preferred) About You 8-15 years of IT experience Clear, calm communication with a wide range of end users, including under time pressure Strong troubleshooting methodology, root-cause thinking, and disciplined follow-through Ability to manage competing priorities and keep others aligned on what matters today Strong organizational habits, ticket hygiene, and documentation discipline Comfort leading a “player-coach” support function (you will still troubleshoot) About your Software Experience Endpoint management, application packaging, and policy-based configuration Network fundamentals: switching, VLANs, TCP/IP, DHCP, DNS, VPN troubleshooting Windows Server 2016 to 2022 and virtualization (VMware ESXi) Familiarity supporting design/production applications (e.g., Autodesk tools) Certifications (desired, not required): A+, Network+, Security+, Microsoft About Our Culture Creative. Entrepreneurial. Responsible. We care about helping people realize their potential. We do much more as a team than simply design together. We’re committed to social, environmental, and community responsibility through firm-wide activities and events. About our Benefits Medical, Dental, and Vision Plans 401(K) with company match Company paid STD, LTD, Life PTO Plans Mentorship Programs and Professional Development Maryland Statement The projected base salary for this full-time position is $90,000-$135,000. Hord Coplan Macht’s salary ranges are determined by role, level, and location, as well as the individual’s education, experience, and skill sets. The estimate displayed represents the typical salary range for this position and is just one component of HCM’s total compensation package for employees. EEO Statement HCM provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Accessibility Statement HCM is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact Human Resources at 410-837-7311.