Annual salary range for this position is 110 - 125,000 USD. Hybrid position in Wayne, PA.

Interested in a career that bridges the gap between Supply Chain and Technology?

Elemica, an award-winning, digital supply chain company in the SaaS community, is seeking an experienced IT Support Manager. This is an opportunity to join a growing company of talented and committed individuals, unified in the common goal of exceeding our client’s expectations.

Our Values

At Elemica, we believe that embodying our values is essential for all team members. These qualities show up in our interactions with each other, our clients, and our collective community:

• Curiosity – we delight in the discovery of new challenges and feel compelled to solve them
• Integrity – We are relatable and trustworthy; steadfast in our commitment to our colleagues, clients, and partners
• Accountability – We show up and deliver measurable, meaningful business value. Consistently.
• Passion – We have a shared enthusiasm for transforming our clients’ supply chain

What’s In It For You?

• Flexible work locations
• Inclusive parental leave policy that supports all parents and careers
• Health & Voluntary/Pet Insurance Options
• Paid Time Off & Holidays
• Retirement savings and bonus programs
• Quarterly employee engagement events
• Wellness & Mental Health Initiatives
• Generous Employee Referral Program
• Fun work environment

Roles and Responsibilities

Reporting to the Vice President of IT, the IT Support Manager manages a globally diverse team of IT Support Specialists. This role is responsible for mentoring, training, and conducting performance evaluations, as well as ensuring the delivery of high-quality IT support across the organization.

What You’ll Do

• Manage and support a team of IT Support Specialists
• Monitor ticket volume, performance metrics, and customer satisfaction; develop and maintain daily, weekly, and monthly reports to identify trends and drive continuous improvement
• Develop, analyze, and present regular reports on team productivity, ticket trends, and customer satisfaction to leadership
• Set and enforce customer service standards; collect and analyze customer feedback to enhance IT support and overall user experience
• Systematically gather, analyze, and act on customer feedback to improve service quality
• Communicate with internal customers, providing in-person and remote support as needed
• Promote and manage self-service portals and automated solutions for common issues
• Manage escalations, ensuring timely resolution and root cause analysis
• Recommend and implement operational improvements to increase team efficiency and service quality
• Ensure 24x7 support coverage, including scheduling and resource allocation
• Oversee asset management and inventory, ensuring accurate tracking and lifecycle management
• Work directly with HR to ensure timely onboarding and offboarding of employees and contractors
• Define, implement, and regularly update processes and procedures for supporting all departments.
• Maintain and promote an up-to-date technical support knowledge base; encourage knowledge sharing within the team
• Conduct annual performance evaluations and regular coaching for all direct reports
• Travel to remote offices to ensure policy adherence and consistent service delivery
• Maintain and optimize core backoffice systems infrastructure (Microsoft 365, Active Directory, Intune, AutoPilot, Azure, Antivirus), including performance tuning, reporting, capacity planning, and patching
• Provide support to business/operations teams for both projects and day-to-day operations
• Develop and implement efficient operations management processes, including customer service support, availability and performance monitoring, and security for all systems and infrastructure
• Reference and implement ITIL or similar frameworks for incident, problem, and change management
• Ensure compliance with data privacy, security policies, and relevant regulations in all help desk operations
• Carefully plan and execute change controls to avoid customer impact while meeting agreed-upon Service Level Agreements (SLAs)
• Liaise with other departments to resolve cross-functional issues and improve IT support strategies
• Stay current with emerging technologies (e.g., cloud platforms, automation, AI in IT support)
• Evaluate and implement automation and AI in ticketing and support workflows
• Oversee third-party vendors or managed service providers, if applicable
• Promote ongoing training, upskilling, and career advancement opportunities for team members
• Participate in disaster recovery and business continuity planning and execution
• Regularly review and adapt service catalog and SLAs
• Demonstrated security awareness and compliance with cybersecurity best practices

What You’ll Need

• Bachelor's Degree in a technical field or equivalent experience, certifications, or extensive technical training
• Hands-on knowledge of Microsoft Technologies (M365, Azure, Active Directory)
• Experience with IT Help Desk ticketing solutions
• Excellent planning, organizational, documentation, communication (written and verbal), and presentation skills (Visio, PowerPoint, Project, Planner)
• Strong analytical, critical thinking, and problem-solving skills; attention to detail
• Highly motivated, resourceful, and capable of inspiring and mentoring others
• Ability to work independently and provide guidance to the team
• Strong communication skills (English written and verbal)
• Working knowledge of enterprise network, WAN, and VPN management and troubleshooting
• Ability to maintain confidentiality and prioritize workload in a fast-paced environment
• Ability to communicate, interact, and work effectively with a diverse, geographically dispersed team
• 3–5+ years of direct, hands-on experience supporting help desk/desktop organizations, including systems, networking, and virtual environments
• Familiarity with HP and Apple hardware technologies, Windows and macOS, and desktop/laptop/server hardware
• Experience with project management methodologies (Agile, PMP, etc.)

Who We Are

Elemica is a leading provider of Digital Supply Chain Management solutions and the premier multi-enterprise collaboration network for global process manufacturing industries. Its portfolio of SaaS-based, network-powered digitization and visibility solutions automate critical information flows, enable multi-channel data strategies, and improve end-to-end supply chain performance. Elemica solutions connect many of the world’s largest manufacturers to their direct material suppliers, logistics service providers and end customers, helping them realize the promise of, and return on, their investments in supply chain digitization. Today, global leaders—including Arkema, BASF, Continental, Dow, Goodyear, Michelin, and Shell—use Elemica, driving over $1 trillion in commerce annually.

It is the responsibility of all Elemica employees to ensure the security, availability, processing integrity, confidentiality, and privacy of Elemica systems and data and the data of our customers. Using best practices in these areas, all Elemica employees will observe a ‘security first’ approach to their daily responsibilities. All employees are accountable for securing their work devices, work areas, and communications in the execution of their daily duties.