Bigelow Tea is the number one specialty tea company in the United States, a family‑owned and operated business and a Certified B Corporation. Job Title: IT - Manager of End User Systems & Support FLSA: Exempt Reports To: Sr. Director of IT Location: Fairfield Date Prepared: 04/07/2026 Department Mission Statement Provide high availability of a flexible, reliable, secure, and cost‑effective technology environment. Strategically plan, train, and implement technology for future company needs. Summary This position reports to the Sr. Director of IT and works cross‑functionally with departments across the company. The Technology Manager, End User Systems & Support, leads end‑user service delivery across all company locations and is responsible for providing a responsive, reliable, and well‑managed support experience for office, manufacturing, warehouse, and remote personnel. This role combines team leadership, operational ownership, and hands‑on technical understanding. In addition to managing service desk and desktop support functions, the Technology Manager serves as an escalation point for more complex end‑user issues and partners closely with infrastructure, security, and application teams to improve service quality, end‑user experience, and support effectiveness. Supports 400 end‑users across all company locations throughout the United States, including office, manufacturing, and warehouse personnel. Leads the day‑to‑day activities of Bigelow Tea’s IT End User Systems & Support, including monitoring and managing desktop support, general IT service desk issues, and VIP support functions to ensure optimal service and provides hands‑on technical support when needed. Ensures that systems, procedures, standards, and methodologies are in place to support outstanding support services delivery. Provides technology support for corporate conferencing/videoconferencing and ensures the readiness of meeting room resources such as presentation software and audiovisual systems. Job Description Strategy and Service Delivery Lead continuous improvement of end‑user support services, service desk processes, and overall technology experience across the organization. Help shape roadmaps for end‑user systems, support workflows, meeting room technology, and service enhancements. Monitor service performance, customer satisfaction, and operational trends; implement improvements where needed. Ensure standards, procedures, and support practices are in place to deliver consistent, high‑quality service. Team Leadership and Project Execution Lead, coach, and develop the IT Service Desk team to provide responsive, professional, and effective support. Assign and prioritize work based on business needs, ticket volume, project demands, and staff capacity. Lead or support approved projects related to end‑user systems, hardware refreshes, software deployments, support tools, and service transitions. Coordinate internal staff and third‑party providers to ensure projects and operational initiatives are delivered successfully. Technical Operations and Escalation Oversee day‑to‑day end‑user support operations, including desktop support, service desk issues, VIP support, and meeting room technology readiness. Serve as an escalation point for complex end‑user issues involving endpoints, collaboration tools, access, conferencing, and related technologies. Partner with infrastructure, security, networking, and application teams to resolve issues that extend beyond typical help desk support. Analyze recurring incidents and service trends to strengthen documentation, improve processes, and reduce repeat issues. End‑User Technology Management Manage procurement, deployment, support, and inventory of end‑user hardware, peripherals, software, and related technology resources. Evaluate vendor and service provider performance and support ongoing issue resolution and service quality management. Support the readiness and effective use of conferencing, videoconferencing, and audiovisual technologies across the company. Ensure support activities align with company policies, security expectations, and operational requirements. Leadership Skills Required Proactive, collaborative, and a leader with an entrepreneurial spirit and vision. Understands the nuances of working in a family‑owned organization. Ability to interact with all levels of the organization and has self‑awareness to both provide and accept feedback. Strong, effective communicator. Trusted advisor with confidence and willingness to challenge appropriately and respectfully. Direct Reporting Positions IT Service Desk Technician (2 Direct Reports) Education and/or Experience Bachelor’s degree in Business, Information Systems, or a related discipline; equivalent experience may be considered. 7+ years of progressive experience in IT support, end‑user computing, service delivery, or related technical operations, including experience leading support staff or technical teams. Strong knowledge of end‑user hardware, endpoint security, collaboration technologies, support processes, and networking fundamentals in a multi‑location environment. Ability to understand complex technical issues, guide escalation, and communicate practical solutions to users and stakeholders; relevant IT certifications are a plus. Travel Requirements 10% - 20% Bigelow Tea is an Equal Opportunity Employer. Bigelow Tea does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non‑disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by applicable laws. #J-18808-Ljbffr