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IT Support Manager

Harrow
Full-time
On-site
Nashville, TN
IT

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Role Summary

The IT Support Manager leads Harrow’s IT support operations, ensuring the stability, security, and efficiency of the company’s IT infrastructure. This position combines traditional IT support leadership with hands-on involvement in network and cybersecurity support. The role ensures that end-user support services, system reliability, and incident management are delivered to high standards while assisting the Network Security Manager in maintaining and securing network and cloud environments. This role is designed to strengthen cross-functional collaboration between IT operations and network security to achieve high service reliability, user satisfaction, and data protection.

Responsibilities

  • Lead the IT service desk team in providing timely and effective technical support for all employees across multiple sites.
  • Oversee daily service desk operations, incident response, and escalation management to ensure minimal business disruption.
  • Manage IT assets, hardware/software inventory, and system lifecycle processes.
  • Maintain and optimize end-user computing environments (laptops, desktops, tablets, peripherals, printers, conferencing systems).
  • Enforce IT service delivery standards, documentation, and performance metrics.
  • Collaborate with business units to align IT support services with operational needs.
  • Manage vendor relationships for IT hardware, software, and support services.
  • Serve as IT point of contact for all business applications supported by IT.
  • Prepare and monitor the IT support budget, ensuring cost-effective solutions.

Qualifications

  • Bachelor’s degree in Computer Science, Information Technology, or related field.
  • Minimum 5 years of experience in IT support, service delivery, or systems administration.
  • Working knowledge of networking fundamentals (LAN/WAN/VPN, firewalls, routing, switching).
  • Familiarity with cybersecurity principles, endpoint protection, and compliance best practices.
  • Strong understanding of Microsoft 365, Azure AD, and cloud-based management tools.
  • Excellent leadership and team management skills.
  • Strong analytical, troubleshooting, and decision-making abilities.
  • Azure Administrator, ITIL v4, CompTIA Network+, or Security+ certification preferred.

Skills

  • IT service management
  • Network and cybersecurity collaboration
  • Vendor and budget management
  • End-user computing support
  • Incident management and problem solving

Education

  • Bachelor’s degree in Computer Science, Information Technology, or related field

Additional Requirements

  • On-Site
  • Up to 10% travel
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