It Support Jobs in Silver Spring, MD (NOW HIRING)

Description

Salary Range: $70,000 - $85,000

Position Summary

The Water Environment Federation is seeking a Manager, IT Support, who will be responsible for overseeing day-to-day technology support operations for WEF staff and office/remote environments. This role serves as the primary lead for end-user support, hardware lifecycle management, office technology operations, and internal IT service coordination.

The position focuses on delivering a high-quality employee technology experience while ensuring reliable support processes, effective issue resolution, and operational continuity across WEF's physical and digital workplace environments.

The Manager, IT Support must thrive on initiative, problem solving, being agile, inclusive and a team player. The ideal candidate will have experience collaborating with a high-performing team and success working across and supporting mission-based organizations to best help WEF serve the Water Community.

Key Responsibilities Include:

End-User Support & Service Delivery

• Serve as the lead for day-to-day employee IT support, including hardware, software, account access, and workstation troubleshooting
• Manage and prioritize internal IT support requests through the organization's ticket management system
• Ensure timely resolution, communication, escalation, and follow-through on support-related issues
• Provide exceptional support for staff, leadership, meetings, and organizational events as needed

Office Technology & Hardware Management

• Maintain and support office technology infrastructure, including conference room AV systems, printers, workstations, guest access systems, and shared technology spaces
• Oversee employee device deployment, replacement, inventory tracking, and lifecycle management
• Coordinate onboarding and offboarding technology processes for employees and contractors with appropriate stakeholders
• Support office moves, workstation setups, and technology readiness for meetings and events
• Other duties as assigned within the scope of the position

Microsoft 365 & User Administration

• Assist with the administration and support of Microsoft 365 services, including Outlook, Teams, OneDrive, and SharePoint access requests
• Support account provisioning, permissions management, and endpoint configuration in coordination with the broader IT team and MSP partners
• Help maintain standards for device compliance, software updates, and endpoint management

Vendor & Operational Coordination

• Coordinate with managed service providers and external vendors to support issue resolution and service delivery
• Track recurring issues and recommend operational improvements to enhance employee experience and support efficiency
• Maintain documentation for support procedures, hardware inventory, and standard operating processes

Security & Compliance Support

• Support organizational cybersecurity initiatives through endpoint compliance, access management, and user support best practices
• Assist with enforcing security standards related to devices, guest access, password policies, and employee technology usage
• Escalate potential security incidents or operational risks as appropriate

Requirements

Required Skills

• 5+ years of experience in IT support, help desk operations, or workplace technology support
• BS/BA degree or equivalent experience may be substituted in lieu of a degree
• Strong experience supporting Microsoft 365 environments and Windows-based systems
• Experience managing endpoint hardware, conference room technology, and office IT operations
• Familiarity with ticketing systems, device management tools, and inventory tracking processes
• Strong customer service, troubleshooting, and communication skills
• Ability to prioritize multiple support requests and maintain professionalism in fast-paced environments

Preferred Skills

• Experience supporting hybrid or cloud-based workplace environments
• Familiarity with Microsoft Intune, Entra ID, or endpoint management platforms
• Experience coordinating with MSPs or outsourced IT vendors
• Certifications such as CompTIA A+, Network+, Microsoft Fundamentals, or equivalent experience
• Ability to travel up to 10%

At WEF, we are committed to an interview experience that is authentic, transparent, and equitable. Candidates are asked to answer interview questions in their own words, without real-time AI assistance, so we can fairly assess individual experiences, skills and qualifications. To support a genuine interview experience, WEF's interviewers also refrain from using AI tools during live interviews. If a candidate's responses appear inconsistent or suggest outside assistance, WEF's interviewers may pause to clarify or adjust the interview to maintain fairness for all candidates. These measures are not intended to be punitive; rather, they aim to ensure a consistent evaluation process that aligns to WEF's cultural and ethical principles. WEF is an equal opportunity employer and does not discriminate in hiring or employment on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.