Construction, Civil Engineering, Infrastructure Development

IT Support Manager

Pittsburgh, PAOnsiteFull TimeManager / HeadPosted 18 days ago

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Required skills

IT Support Manager
Microsoft 365
Entra ID
Intune
Exchange Online
Conditional Access
PIM
Zero Trust
Jira Service Management
SLA

Nice to have

Confluence
AWS
Azure
MS-102
SC-300
SOC 2

Role summary

Keel Infrastructure is seeking an IT Support Manager to lead their IT Support function, focusing on day-to-day operations and end-user IT experience. This leadership role involves setting a multi-year vision, modernizing team processes, and building a scalable team culture. The manager will also own the Microsoft 365 and identity platform (Entra ID, Intune, Exchange Online), collaborating with cybersecurity and infrastructure teams. Key responsibilities include strategic direction, team development, enhancing user experience beyond SLAs, managing the device lifecycle, and implementing automation. The role requires a strategic thinker with strong communication skills, effective in a fast-paced environment, and experienced in IT support leadership and Microsoft 365 administration.

Careers at Keel

Keel Infrastructure is a publicly traded energy and digital infrastructure company that develops and owns data centers and power assets across North America.

At Keel, you’re not just joining a company, you’re helping build the infrastructure behind the future of compute.

Why Keel

We’re at the intersection of energy and technology, two industries transforming in real time.

The work is complex. The pace is fast. The impact is real.

You’ll be part of a team that values:

Ownership— we take responsibility and follow through

Collaboration— we work across teams, functions, and borders

Curiosity— we ask questions and keep learning

Endurance— we build for the long term

What It Feels Like to Work Here

Fast-moving, high-growth, and hands-on

Smart, driven people solving real challenges together

Work that directly supports AI and next-generation infrastructure

Room to grow, stretch, and take on more

What We Offer

Competitive salary, bonus and equity opportunities

Comprehensive health and wellness benefits

Retirement savings with company contribution

Employee referral program

We are currently looking for an IT Support Manager to join our team

Job Description

Role Summary

Keel Infrastructure is seeking a forward-thinking IT Support Manager to lead the IT Support function: the team that keeps the business running day to day and shapes how end users experience IT at Keel. This is fundamentally a leadership role, for someone who thinks beyond the ticket queue, sets a multi-year vision, modernizes how the team works, and builds a team and culture that scales with the business.

The role also owns Keel’s Microsoft 365 and identity platform (Entra ID, Intune, Exchange Online). Reporting directly to the SVP, Information Technology, the manager collaborates closely with peers in Infrastructure & Platform and Cybersecurity & Compliance. This is a critical hire as IT moves from stabilization to optimization, and the role helps define what optimized looks like for IT Support.

Key Responsibilities

IT Support Leadership & Strategy

Set the strategic direction and multi-year roadmap for IT Support, anticipating how headcount growth, new locations, and business change will reshape the team’s needs.

Lead and develop the IT Support team: hiring, performance management, career pathing, and building a bench of future leads.

Redefine what good looks like beyond SLA adherence: user experience, proactive support, and measurable business impact.

Ensure SLA adherence across P1–P5 ticket tiers in Jira Service Management; review KPIs weekly and report trends to IT leadership monthly.

Champion the build-out of the Keel IT Help Center: request workflows, self-service content, and automation.

Build and maintain escalation paths, on-call coverage, and incident response procedures for end-user impacting events.

Own the device lifecycle: procurement standards, imaging, Intune enrollment, and decommission.

Identify and implement automation and AI-enabled support opportunities that reduce ticket volume.

Act as a thought partner to the SVP of IT on where the support function should be in 12–24 months.

Microsoft 365 & Identity Platform

Own Keel’s Microsoft 365 and identity platform: Entra ID, Intune, and Exchange Online.

Drive Conditional Access policy design, PIM role tiering, and zero-trust implementation with the Cybersecurity & Compliance manager.

Serve as the internal Microsoft 365 / identity point of escalation for complex technical issues.

Governance & Cross-Functional Collaboration

Support identity lifecycle projects, including HiBob to Entra ID provisioning and the PIM Policy rollout.

Participate in change control review and enforce the Change Control Request process for platform-impacting modifications.

Work with Finance, HR, Legal, and Operations to translate business requirements into IT solutions, and represent IT Support in broader IT planning.

Qualifications

Required

8+ years leading an IT support or service desk function, including team leadership, hiring, and performance management.

Track record of building or meaningfully transforming a support team’s tooling, process, or culture.

Experience with SLA-based service delivery, ideally in Jira Service Management or a comparable ITSM platform.

Working knowledge of Microsoft 365 administration and identity concepts (Entra ID, Intune, Conditional Access).

Ability to think strategically about a team’s future state, not just manage today’s queue.

Clear communication with non-technical stakeholders up to the executive level.

Effective in a fast-paced environment with competing priorities.

Highly Preferred

Experience building a multi-year roadmap or operating model for a support function.

Hands-on Jira Service Management and Confluence experience (practitioner and/or admin).

Exposure to AWS or another public cloud (Keel is migrating from Azure to AWS).

Microsoft certifications: MS-102 or SC-300.

Familiarity with SOC 2 or ISO 27001.

Exposure to AI tooling governance in an enterprise context.

Experience in a Nasdaq-listed or similarly regulated public company.

Familiarity with Power BI for IT operational reporting.

Ready to apply?

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