IT Support Manager

Make a SPLASH with Latham Pool Products!

At Latham Pool Products, we don’t just make swimming pools; we create opportunities for backyard dreams to come true. As the leading manufacturer in North America, Australia, and New Zealand, we are committed to delivering innovation, quality, and sustainability in everything we do.

We believe in building an environment where everyone can thrive. That is why we offer:

• A culture of integrity, collaboration, and respect.
• Comprehensive benefits for you and your family.
• Opportunities for growth, mentorship, and skill development.

Ready to join a team that makes a difference?

A little about the position:

Job Summary

The IT Support Manager is responsible for overseeing the day-to-day operations of the IT support team, ensuring timely resolution of escalated issues, and maintaining strong communication between IT and business stakeholders. This role is non-technical and focuses on team leadership, project coordination, and effective business communication to deliver exceptional support services.

Some of What You Will Do:

• Team Management:
  • Lead and manage the IT support team, including scheduling, workload distribution, and performance reviews.
  • Foster a collaborative and customer-focused culture within the team.
• Escalation Handling:
  • Serve as the primary point of contact for escalated support issues.
  • Coordinate with technical teams to ensure timely resolution and clear communication to stakeholders.
• Business Communication:
  • Act as liaison between IT and business units, ensuring transparency and alignment on priorities.
  • Prepare and deliver regular status reports on support operations and key metrics to leadership.
• Project Coordination:
  • Manage IT support-related projects, including planning, resource allocation, and progress tracking.
  • Ensure projects are completed on time and meet business requirements.
• Process Improvement:
  • Identify opportunities to enhance support processes and customer experience.
  • Implement best practices for ticket management, escalation workflows, and service delivery.

What You Bring to the Table: (Qualifications)

Qualifications

• Proven experience in IT support management or similar leadership role.
• Strong organizational and project management skills.
• Excellent communication and interpersonal abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Familiarity with IT service management principles (ITIL preferred).

Soft Skills

• Leadership and team-building capabilities.
• Conflict resolution and problem-solving skills.
• Customer-focused mindset with strong attention to detail.

Education

• Bachelor’s degree in Business Administration, Information Systems, or related field (or equivalent experience).
• ITIL Foundation certification preferred but not required.

Experience

• 5+ years of experience in IT support or service desk operations, with at least 2 years in a supervisory or managerial role.
• Demonstrated success in managing teams and handling escalations in a corporate environment.
• Experience coordinating projects and working with cross-functional teams.

Why should you come work with Us?

Comprehensive Benefits for you and your family include:

• Medical, dental, and vision insurance
• HSA and FSA plans available
• 401(K) with 50% company match up to 6%
• Paid Time Off – Flexible Paid Time Off (PTO)
• Holidays - 11 Paid, eligible on day one
• Life/ADD Insurance and Short/Long Term Disability insurance with buy up options

Professional Development: Training programs, Tuition Reimbursement, and growth opportunities.

Supportive Environment: A culture rooted in collaboration, integrity, and respect.

Some Important Information for you:

Position Title: IT Support Manager

Location: Latham, NY

Employment Type: On-site

Status: Full-time

Bonus: MIB, Tier 4, 7.5% of base pay

Latham Pool Products is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Latham Pool Products is a Drug-Free Workplace Employer. All offers of employment are subject to applicable pre-employment requirements.

The submission of your resume will expedite the review of your information.