IT Systems and Support Manager

Location : Location US-VA-Arlington (Hybrid)
Information Technology


Hanover Research – IT Systems & Support Manager 

Arlington, VA  

Hybrid Job Opportunity


Hanover Research is looking for a qualified IT Systems & Support Manager to join, lead and manage the Desktop Support Team. This role is a combination of project/team management and hands-on “roll up your sleeves” IT systems support. The qualified candidate will be expected to do both. This role will require the individual to manage a small team of Desktop Support Analysts and collaborate internally with CXO and other Management level stakeholders, taking functional business requirements and turning them into technical project requirements. This role will report to the Chief Information Officer.


  • Oversee and manage full scale IT systems implementations, from requirements gathering, technical design, development, testing, to deployment
  • Manage Desktop Support Specialists, temporary workers, and IT contractors
  • Provide strategic and operational leadership of all functions within the Desktop Support team
  • Work directly with internal staff from upper management to end users to create and manage multifaceted workflows, automations, data validations, etc. 
  • Project pipeline management for desktop and end user support initiatives; working with internal stakeholders to set priorities and report progress
  • Translate functional requirements into technical requirements
  • Maintain and enhance existing Microsoft 365 environment, taking advantage of new release applications for productivity, security, device management, AI, and more
  • Develop and maintain integrations between Microsoft 365, FreshService and other external systems
  • Provide ongoing support and system administration to quickly fix employee IT issues. 
  • Configure and maintain FreshService third-party integration apps (e.g., Workday, Salesforce, Active Directory, MS Teams) 
  • Maintain and enhance FreshService ITSM support portal
  • Stay informed on new technologies and provide recommendations for process improvements
  • Responsible for the support escalation process, including project management and engaging cross-functional teams to drive quick resolutions
  • Lead with the intent of a continuous improvement mindset that consistently identifies and implements changes to improve the effectiveness and scale of the desktop support team
  • Develop and implement SLAs, standards, procedures, and processes for the Desktop Support team to develop continuous monitoring and drive improvements
  • Compose knowledge base articles, instructional guides, and training manuals for end users
  • Lead business continuity management planning and identify improvements as it relates to technical support
  • Communicate with leadership on projects and changes across all departments
  • Maintain a strong focus on customer service and coach team members to develop and focus on improving customer relations
  • Coordinate repair, replacement, and upgrade of desktop and laptop hardware
  • Provision new accounts throughout environment, including assigning licensing and managing access roles and permissions
  • Keep accurate inventory of all technology assets, providing complete audit trail of assignment and location
  • Update and maintain laptop image for deployment of new and reused systems
  • Ensure end user devices are updated with the latest patches using a combination of Microsoft EndPoint Manager and Qualys
  • Maintain deployment of software to end user workstations using Microsoft EndPoint
  • Oversee physical conference rooms and collaborate working areas in our office space; ensure audio/video communications equipment for Teams/Zoom meetings is working consistently and reliably


  • 8 years of experience in IT systems support with a minimum of 4 years' experience as a desktop support or related manager
  • Expert knowledge of Microsoft 365 E3/E5, Active Directory and Endpoint Manager
  • Working knowledge of FreshService ITSM strongly preferred
  • Development experience with web technologies like HTML, CSS, and JavaScript preferred, but not required
  • Hands-on experience with PowerShell commands and scripting strongly preferred, but not required
  • Hands-on experience leading stakeholder meetings, gathering requirements, and leading IT systems implementation projects from start to finish
  • Strong project management skills; experience working closely with project managers and team leads on large and complex projects
  • Thorough knowledge of information security concepts and frameworks, particularly NIST guidelines
  • Deep understanding of Microsoft 365 permissions, conditional access policies and administrative roles
  • Willingness to “roll up their sleeves” to triage, prioritize, and resolve end user issues/tickets
  • Ability to work independently and proactively
  • Excellent written and verbal communication skills
  • Excellent leadership and people development/coaching skills
  • Experience managing vendors: in particular, assessing resourcing needs, executing licensing and service renewals, , and other procurement-related activities
  • Experience with Workday, Salesforce, , and Qualtrics strongly preferred, but not required
  • Experience working with REST or SOAP web service API endpoints strongly preferred
  • Knowledge in creating Microsoft Logic Apps/Power Automate building workflows and using connectors
  • Experience configuring and deploying Microsoft Azure infrastructure as a service components
  • Experience with DNS Zone configuration, Microsoft Windows and BIND on Linux, and private DNS zones in Azure
  • Experience with SSL certificate generation and deployment to servers and Azure
  • hardware and virtual network components including firewalls and switches, and wireless access points
  • Experience configuring SAML single sign on
  • Experience building Ubuntu Linux and Windows servers
  • Knowledge of DHCP, DNS and network troubleshooting
  • Must be willing and available to go into the office on certain days to assist teams with any end user support or network related troubleshooting


Office is located in Arlington, VA  

Hybrid Environment - candidates must be local to the DMV area.

Required to go into the office at times



  • Starting at 18+ days Paid Time Off  
  • 15 paid holidays including Martin Luther King Jr. Day, Juneteenth, and Indigenous People’s Day, and personal holidays  
  • 401(K) employer matching program  
  • Comprehensive health and dental benefits package  
  • Health and wellness packages with discounts to local gym  
  • Annual company-wide day of service and  partnering with local organizations such as KidPower, Martha’s Kitchen, DC SPCA throughout the year 
  • Community service opportunities  
  • Unlimited snacks and beverages (when in the office)  



Hanover Research strives to create compensation and benefits programs that are competitive, equitable and fair.  The compensation range for this role at the company is $140,000 - $160,000 base salary. This role is also eligible to participate in our variable annual bonus program. This discretionary bonus is based upon both financial performance and individual performance.  Please note that the base salary offered is contingent on the candidate’s job-related knowledge, skills, and experience.  Our base pay range is determined by the role and the market.


Hanover believes in supporting our team’s overall well-being now and in the future. We provide retirement benefits and 401K matching to help you plan ahead, wellness benefits to keep you healthy, medical coverage to lift you up if you or your dependents get sick, and paid time away to rejuvenate. You can learn more about our benefits on our Hanover Research Careers page or please talk to your Recruiter to learn more.   

About Hanover Research   
Founded in 2003, Hanover Research is a global research and analytics firm that delivers market intelligence through a unique, fixed-fee model to more than 1,000 clients. Headquartered in Arlington, Virginia, Hanover employs high-caliber market researchers, analysts, and account executives to provide a service that is revolutionary in its combination of flexibility and affordability. Hanover was named a Top 50 Market Research Firm by the American Marketing Association from 2015 to 2021. To learn more about Hanover Research, visit   


Hanover Values   

Business Building – We build our business quickly and intelligently and we help our clients do the same   

Thought Leadership and Innovation – We strive constantly to deliver better information in a better way   

Service – To our clients and our community, service is our guiding principle   

Leadership and Mentorship – Our talent is our greatest asset, and we hope to help our people be their best   

Firm Citizenship – We are optimists who believe there are endless possibilities for our company and ourselves   


How to Apply   

If you are interested in the prospect of working for a dynamic, fast-growing company, we encourage you to submit your resume and any other supporting materials by applying to the job here on current openings page.  


Hanover strives to be accessible to all users and job seekers. If you are a qualified individual with a disability and need assistance in accessing our website or completing a job application, please contact Hanover Research at 202-559-0050 or via email All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodation. 


Hanover Research is an Equal Opportunity Employer, providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, veteran status, or any other characteristic protected by applicable federal, state, or local law. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, compensation, training, promotion, transfer, leaves of absence, and termination. 


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