Senior IT Support Manager

Job description

Company Overview

NOTICS is a fast-growing Managed IT Service Provider (MSP) tech startup, focused on delivering cutting-edge, reliable technology solutions that empower businesses to scale and transform lives.

As we continue to grow in the US market, our mission is to build a team of ambitious professionals who thrive in a fast-paced, dynamic startup environment and are obsessed with helping clients solve their IT challenges.

In partnership with our client—a nonprofit dedicated to creating opportunities and transforming lives for children and adults with neurological, developmental, mental health, and orthopedic conditions—we provide innovative, holistic IT support that breaks down barriers to care and enables exceptional results in a warm, compassionate space.

Job Overview

We are seeking an experience Senior IT Manager to join our Managed Service Provider (MSP) team.

In this role, you will be exclusively dedicated to supporting our client.

This position offers a unique blend of the stability that comes with supporting a consistent, mission-driven environment along with the professional growth opportunities available within an MSP setting.

The ideal candidate will serve as the technical backbone for Origami's day-to-day IT operations, approaching each task with patience, technical prowess and empathy.

With the full support and resources of our MSP behind you, you'll help maximize access to innovative services, celebrate the individual, inspire excellence, serve with integrity, and lead with passion—aligning with Origami's core values to foster dignity, empowerment, and transformative outcomes.

Key Responsibilities

• Serve as the primary technical point of contact for Origami Rehabilitation, building strong, respectful relationships and understanding their unique IT environment and the sensitive business needs of a nonprofit serving individuals in recovery.
  
  
• Provide expert-level troubleshooting and resolution for complex technical issues across hardware, software, network infrastructure, and cloud services, always prioritizing dignity, empathy, and empowerment in user interactions.
  
  
• Manage and maintain client systems including servers, workstations, network devices, and security solutions, ensuring proactive measures that support Origami's mission to create opportunities and transform lives.
  
  
• Implement IT projects and initiatives for Origami in collaboration with our MSP team, embracing problem-solving, personal responsibility, and courageous growth to deliver exceptional results.
  
  
• Document all support activities, maintain knowledge base articles, and develop standard operating procedures, contributing to a results-driven team grounded in purpose and dynamic collaboration.
  
  
• Proactively monitor systems to identify and address potential issues before they impact Origami's operations, honoring the privilege of serving their community of passionate advocates, experts, helpers, leaders, and teachers.
  
  
• Coordinate with third-party vendors when necessary to resolve complex issues, maintaining professional, affirming interactions that uphold superior standards.
  
  
• Provide clear technical guidance and training to end-users of varying technical abilities, approaching each session with compassion and a focus on empowering individuals where they are in their journey.
  
  
• Participate in on-call rotation to provide after-hours emergency support as needed, demonstrating sincere commitment to Origami's vision of maximizing access to innovative services.
  
  
• Contribute expertise to the broader MSP team by sharing knowledge and best practices, inspiring excellence through positive thinking and collective spirit.
  
  

Qualifications and Skills

• 5+ years of experience in IT support roles with progressive responsibility.
  
  
• Strong technical knowledge across Windows/Mac environments, network infrastructure, and cloud services.
  
  
• Experience with remote monitoring and management (RMM) tools and professional services automation (PSA) platforms.
  
  
• Excellent troubleshooting skills with the ability to diagnose and resolve complex technical issues.
  
  
• Strong communication skills with the ability to explain technical concepts to non-technical users in a respectful, empathetic manner.
  
  
• Proven ability to manage multiple priorities while maintaining attention to detail, especially in sensitive, high-impact environments.
  
  
• Experience with ticketing systems and IT service management processes.
  
  
• Self-motivated with the ability to work independently while being an effective team player, embracing Origami's culture of positive thinkers who value dignity, empathy, and empowerment.
  
  
• Natural empathy and understanding of delicate situations, such as those involving individuals recovering from traumatic injuries or mental health challenges, with a passion for serving communities in need.
  
  

Core Values

At NOTICS, our core values align seamlessly with those of our partners like Origami Rehabilitation, emphasizing a shared commitment to transformative impact:

• Competitive Greatness
  : The relentless pursuit of excellence and surpassing expectations in all we do, inspiring excellence through innovative IT solutions that deliver exceptional results.
  
  
• Unimpeachable Character
  : Be the type of person with whom people are always proud to associate, personally and professionally, serving with integrity and celebrating the individual in every interaction.
  
  
• Sincere Candor
  : Feedback is the compass for greatness; it tells you what to avoid, what to learn, and where to excel, leading with passion to foster courageous growth and dynamic collaboration.
  
  

What We Offer

• Competitive salary and comprehensive benefits package.
  
  
• Professional development opportunities and support for certifications, encouraging personal responsibility and lifelong learning.
  
  
• Work with a collaborative team of IT professionals in a supportive, results-driven environment.
  
  
• Balanced workload with the opportunity to develop deep expertise with a dedicated client like Origami, where your efforts directly contribute to life-changing work.
  
  
• Career growth path within our expanding MSP, grounded in purpose and focused on impact.
  
  
• Modern, flexible work environment that honors work-life balance and empowers you to thrive.
  
  

Required Skill Profession

Other General