IT Systems and Technical Manager

IT Systems & Technical Manager
Sacramento, CA
CDW is seeking an experienced IT Systems & Technical Manager to lead IT operations, infrastructure, technical support, and service delivery for a multi-site organization. This is a hands-on leadership role responsible for managing IT staff, overseeing vendors, driving operational excellence, and ensuring a high level of service across the business.
Responsibilities

• Lead and mentor IT support, systems, and infrastructure teams.
• Oversee Help Desk operations, ticket management, escalations, SLAs, KPIs, and user satisfaction metrics.
• Manage day-to-day IT operations, including systems maintenance, upgrades, asset management, and support services.
• Drive process improvements, automation, documentation, and service delivery excellence.
• Partner with business stakeholders and vendors to ensure reliable, secure, and effective technology services.
• Serve as the escalation point for complex technical and operational issues.

Required Qualifications

• 5-10+ years of experience in IT Operations, Systems Administration, Infrastructure, or Technical Support.
• 2-5+ years of experience managing IT support, help desk, or infrastructure teams.
• Strong background supporting and administering Microsoft 365, Azure, and Entra ID environments.
• Experience owning Help Desk operations, service delivery metrics, SLAs, KPIs, and continuous improvement initiatives.
• Proven ability to manage vendors, service providers, and escalated technical issues.
• Strong understanding of IT infrastructure, endpoint management, system administration, and support operations.
• Excellent leadership, communication, and stakeholder management skills.

Preferred Qualifications

• ITIL and/or ITSM experience.
• Experience with cloud technologies, SaaS platforms, identity and access management, and endpoint management.
• Experience supporting hybrid and distributed workforces.
• Background in process improvement, operational excellence, and service management.

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