Crystal Clean · 5 hours ago
IT Support Manager
Hoffman Estates, IL
Full-time
Onsite
Mid, Senior Level
$100K/yr - $120K/yr
4+ years expCrystal Clean is one of the nation’s leading privately held companies in the environmental waste services industry, seeking a motivated IT Support Manager. This role is responsible for leading the end-user support function, managing the Help Desk Support team, and ensuring high-quality IT service delivery across all locations.
CleanTechEnvironmental EngineeringManufacturingProfessional ServicesService IndustryWaste Management
Responsibilities
Oversee day-to-day operations of the Help Desk Support team
Define, track, and report KPIs and SLAs for incident response, resolution times, and user satisfaction
Manage ticket queue health, escalations, and proactive issue prevention
Foster a culture of accountability, service excellence, and continuous improvement
Build and refine SOPs, knowledge base content, and escalation workflows
Manage and mature ITIL-based service management practices (Incident, Request, Problem, Change)
Partner with IT Operations on automation opportunities and system integrations (Freshservice, Intune, Microsoft 365, Tanium, Autopilot)
Drive adoption of self-service, automation, and user education to reduce repeat issues and drive down ticket volume
Lead, mentor, and develop a team of Help Desk Technicians and End User Platform Analysts
Identify skill gaps and training opportunities to strengthen technical and customer service capabilities
Establish clear roles, expectations, and career progression paths within the support organization
Serve as the primary escalation point for business users and department leaders
Regularly report service metrics, trends, and improvement plans to the Head of IT Operations
Collaborate with Infrastructure, Security, and Business Systems teams to improve end-to-end service reliability
Manage day-to-day licensing allocations for Microsoft 365, collaboration tools, and IT support platforms
Maintain contract renewals and subscription inventories for systems such as Freshservice, Tanium, and other SaaS tools supporting end-user operations
Partner with the Head of IT Operations and Finance on budget forecasting, vendor renewals, and cost optimization initiatives
Track license utilization and compliance, recommending adjustments to reduce waste and right-size capacity
Lead the implementation and operationalization of Microsoft Autopilot to standardize device provisioning and reduce manual build activities
Establish and document a zero-touch or low-touch laptop deployment process, transitioning device preparation and shipping to an approved VAR
Partner with Infrastructure and Security teams to ensure Autopilot profiles, policies, and baseline configurations meet security and operational standards
Drive effective use of Tanium to improve endpoint visibility, automate common support tasks, and reduce manual troubleshooting
Support the use of endpoint and asset data feeds to improve CMDB accuracy and service intelligence within the ITSM platform
Shift endpoint support from reactive, hands-on work toward proactive remediation and standardized lifecycle management
Qualification
Required
Bachelor's degree in Information Technology, Computer Science, or related field; equivalent experience considered
4-6 years of IT experience, with at least 1-2 years in a people leadership role
Proven experience managing IT support teams and service delivery operations
Familiarity with ITSM platforms such as Freshservice or ServiceNow
Experience supporting Microsoft 365, Intune, Entra ID (Azure AD), and endpoint environments
Exposure to Microsoft Autopilot, endpoint automation, or vendor-based deployment models
Exposure to endpoint management or monitoring tools (e.g., Tanium, Intune, EDR platforms) with an understanding of how automation and data improve service delivery
Working knowledge of ITIL principles and customer satisfaction measurement
Strong communication, empathy, and conflict-resolution skills
Benefits
Health, Dental and Vision insurance
Wellness Program
Flexible Spending Accounts
Life Insurance
Long-Term Disability
Employee Assistance Program
Tuition Reimbursement
Company
Crystal Clean
Crystal Clean is a national leader in the environmental services market, providing the smart alternative.
1001-5000 employees
H1B Sponsorship
Crystal Clean has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2021 (1)
2020 (3)
Funding
Current Stage
Public CompanyTotal Funding
unknown2023-07-19Acquired
2008-03-12IPO
Leadership Team
Joseph Chalhoub
President, CEO & Director
Recent News
2025-03-06
Company data provided by crunchbase