Job Description

Job Description

Job Description

Come join John W. Danforth Company, one of the largest mechanical contractors in the Northeast! We are an employee-owned company and believe our greatest asset is our people.

We are looking for team members who are passionate about delivering industry-leading experiences to our customers and supplying turn-key solutions for any HVAC, refrigeration, critical environment, custom metal fabrication, energy performance, or specialty mechanical project.

As the Technology Support Manager, you will lead, coach, and contribute to our frontline IT support team. This position combines leadership with hands-on involvement, overseeing the day-to-day operations of the Service Desk while also addressing high-priority and complex technical challenges as they arise. You will be instrumental in ensuring the team delivers timely and effective support, maintaining high service quality standards, and helping drive continual improvement in user experience and IT support processes.

Are you an effective leader who excels at coaching and developing team members to reach their full potential? Do you have a passion for continuous improvement and a track record of optimizing IT support processes? If you want to play a crucial role in organizational decision-making and have a significant impact on the company's technological advancements and overall success, this is the opportunity for you !

What We Offer:

• Danforth invests in you and your future with direct employee engagement, team support, career development, and mentoring.
• We are a professional organization offering quality benefits including:
  • Medical, dental, disability, and life insurance
  • 401(k) and ESOP with generous profit-sharing/matching contributions
  • Competitive PTO, holidays, and other financial incentives

What We Ask of You:

• Manage Technology Support Analysts (Tier I & II), including scheduling, coaching, performance reviews, and daily team check-ins.
• Lead hiring, onboarding, and training for new team members; develop growth plans for existing staff.
• Foster a high-performing team culture centered on accountability, customer service, and improvement.
• Conduct regular 1:1s and guide staff on documentation, troubleshooting, and communication best practices.
• Monitor the ticketing queue for SLA compliance, workload balancing, and effective triage.
• Develop and report key service metrics like response times, resolution rates, and customer satisfaction.
• Maintain SOPs, shift schedules, and support workflows.
• Act as an escalation point for advanced or high-priority tickets.
• Provide hands-on technical support during high workload periods or for complex incidents.
• Troubleshoot hardware, software, networking, and remote access issues with team members.
• Collaborate with Infrastructure, Systems, and Application teams on escalations and change management.
• Identify ticket trends and user pain points, proposing solutions, training, or process changes.
• Contribute to the internal knowledge base and documentation repositories.

Experience & Competencies:

• Over 5 years of enterprise IT support experience, including 2+ years in a supervisory or team lead capacity.
• Proficient in troubleshooting across Windows, Microsoft 365, remote support tools, and endpoint management.
• Experienced in managing ITSM and ticketing platforms such as Freshservice, ServiceNow, or Zendesk.
• Exceptional interpersonal and communication skills, with a focus on teamwork and a service-oriented approach.
• Capable of leading while also providing hands-on support when necessary.
• Familiarity with Intune, Azure AD, VPN technologies, and Microsoft Teams/SharePoint support is preferred.
• Understanding of ITIL-based service delivery practices is preferred.
• Relevant certifications such as ITIL Foundation, CompTIA A+/Network+, or Microsoft certifications are preferred.
• Must have the integrity, enthusiasm and willingness to represent Danforth in the most professional, positive manner.
  

Danforth offers a competitive benefits package for eligible employees including medical, dental, vision, life, disability, paid time off, 401(k), with company match, and participation in our Employee Stock Ownership Plan (ESOP). The estimated compensation range for this role is $75,000-$85,000. This range is based on several factors, including individual education, qualifications, training, prior work experience, and work location.

John W. Danforth Company is an equal opportunity employer and is committed to a workplace free from discrimination. All employees and applicants for employment will be considered without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

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