Senior Information Technology Manager

Business Wire, a Berkshire Hathaway company, is the global market leader in press release distribution and regulatory disclosure. We are on a mission to redefine how organizations connect with their audiences - and that’s just the beginning!

Organizations, large and small, depend on us to accurately publicize market-moving news and multimedia, and generate social engagements that develop interactions with their target audiences.

About the Role

Business Wire is in search of a Senior Information Technology Manager who will be responsible for Business Wire’s Global Service Desk, IT procurement, and Windows Architecture teams. This role will be responsible for supporting Business Wire employees by resolving IT issues in a timely manner, maintaining business critical internal systems as well as overseeing procurement of third-party IT software and equipment. The role requires a strong track record providing both strategic and operational leadership.

The Senior Information Technology Manager plays a key role in the success of the organization by participating in incident management, creating, and following SOPs while mentoring, coaching, and leading teams of high performing technicians. The ideal candidate possesses demonstrated expertise in overseeing end-user experience, asset management, and corporate IT systems administration. A successful candidate thrives in a fast paced, hands-on environment, possesses prior experience supporting medium sized organizations, and has demonstrated the ability to juggle meeting operational needs with establishing and measuring the overall health of the organization through KPIs. 

• Ensure an exceptional client experience through efficient handling of service requests, incidents, and escalations.
• Develop and maintain short-term and long-term roadmaps for the IT organization.
• Oversee roadmap execution by planning project schedules and milestones, and providing ongoing oversight and guidance to the team to ensure successful project delivery.
• Improve overall support experience by identifying trends across Service Desk requests and proactively initiate mitigation actions to address underlying issues.
• Communicate regularly with internal customers to ensure service quality meets expectations.
• Oversee administration, monitoring and maintenance of Windows-based corporate IT systems, including Active Directory, identity management, Microsoft Office 365 suite and other related systems.
• Plan and oversee execution of system upgrades, patches, and configurations for optimal performance.
• Oversee IT procurement process; ensure proposed solutions meet business needs.
• Successfully lead teams through complex technical problems and provide leadership in incident management.
• Proactively troubleshoot complex operational issues with little or no guidance.
• Develop and monitor SLO/KPIs definition and tracking. Generate KPI benchmarks and reporting to support SLOs. Report organizational performance to key leadership stakeholders.
• Conduct regular coaching, performance reviews, and training of staff to ensure technical and customer service excellence.

• 10+ years of experience providing IT support.
• 5+ years of experience leading corporate IT teams, including service desk support and systems administration.
• Experience with IT procurement.
• Strong knowledge of ITSM frameworks, Windows/Mac OS, Office 365, networking basics, and endpoint management.
• Understanding of wireless networking technologies.
• Proficient in Jira Service Desk or other ticketing solutions such as ServiceNow, Zendesk, or Salesforce.
• Prior experience with Okta/Entra, Intune, Office365, and telephony solutions.
• Microsoft/Azure AD and group policy experience.
• Experience creating standard operating procedures.
• ITIL Certification is a plus.

• Ability to work remotely
• Excellent health benefits that begin on your first day of employment
• $100 monthly fitness allotment, a tuition reimbursement program, and enhanced mental health resources
• 401(k) plan with generous company match, and annual profit sharing contribution (subject to company performance)
• PTO, Floating Holidays, Wellness Day Off, Birthday Day Off, and more!

A pre-employment background check will be required after the acceptance of an offer. Business Wire is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. Pursuant to the San Francisco Fair Chance Ordinance and other similar state laws and local ordinances, and its internal policy, Business Wire will also consider for employment qualified applicants with arrest and conviction records.