Job Description
Description
Rumpke is a family-owned and operated company that ranks as one of the largest firms in the waste and recycling industry. Our mission is simple: to deliver exceptional waste and recycling solutions to our customers and communities through a commitment to safety, service, the environment and the growth of our people.
When you join Rumpke, you'll be part of a team providing essential services to millions of residents, businesses, and neighborhoods. You will enjoy competitive pay and comprehensive benefits, including health, dental, vision, matching 401(k), life insurance, paid vacation, and more.
This is your opportunity to make a difference for you and your family. Come join our team!
The IT Support Manager is a strategic and hands-on leader responsible for overseeing Rumpke's IT support operations and ensuring reliable, high-quality technical services across the organization. This role manages desktop support, the Help Desk and broader IT service management functions (e.g. incident mgmt., change mgmt., release mgmt., etc.). This role is expected to drive process improvements and ensure compliance through the implementation and management of IT services best practices. With a strong background in IT service management, stakeholder engagement, and enterprise support environments, the ideal candidate will ensure IT operations align with organizational goals, enhance the employee experience, and continuously improve service delivery.
Responsibilities of Position:
IT Service Management (ITSM): Act as the product owner for ITSM platforms, managing tool configuration, updates, and integration into incident, problem, and change management workflows
Team Leadership & Management: Oversee daily operations of the IT support team, ensuring efficient resolution of technical issues, high levels of customer satisfaction, and a collaborative work environment
Policy & Process Development: Design, implement, and maintain IT support policies, procedures, and best practices to enhance service delivery and operational efficiency
Monitor service performance against SLAs, enforce compliance, and drive initiatives to improve service quality and reduce response times
Provide hands-on technical support for complex or critical issues, acting as the escalation point for unresolved problems
Partner with IT and business leadership to ensure IT support services meet organizational needs and contribute to strategic goals
Oversee deployment, maintenance, and troubleshooting of desktops, mobile devices, printers, and other hardware to ensure optimal functionality
Manage procurement, deployment, and lifecycle of IT assets, including both hardware and software, ensuring timely upgrades and replacements
Develop and deliver training for IT staff and end-users, fostering continuous learning and professional growth
Research and recommend new tools and technologies that enhance IT support operations and user experience
Assist in IT support budget planning, ensuring adequate resources for hardware, software, training, and tools
Perform other duties as assigned
Supervisory Responsibility:
This position will manage employees
Skills & Abilities Needed for Position:
Excellent leadership, communication, and problem-solving skills
Ability to manage IT incidents, prioritize tasks, and drive efficiency in support operations
Advance knowledge supporting Office365, Windows environments, and enterprise hardware/software troubleshooting
Familiarity with automation tools and remote support technologies
Experience & Knowledge Needed for Position:
Experience with IT service management tools (e.g., ServiceNow) and enterprise IT environments
Experience in an enterprise-scale organization supporting diverse IT environments
Familiarity with automation tools and remote support technologies
5+ years of experience in IT support or service management, with at least 3 years in a leadership role
3+ years of experience working with ServiceNow or other ITSM software
ITIL certification or experience in ITIL-based service management
Physical Requirements in a Regular Workday:
Rarely lifting/carrying/pushing/pulling a max of 10 lbs
Frequently sitting/standing/walking
Additional Working Conditions/Aspects:
Ability to work flexible hours; expected to work nights and weekends as needed
Must be available for 24-hour emergency calls
Legally eligible to work in the United States
Valid driver's license (if applicable)
Must successfully complete pre-employment testing
Must be able to read and speak the English language
This job description is intended to describe the general nature, complexity, and level of work to be performed by employees assigned to this position and is not to be construed as an exhaustive list of responsibilities, duties, and/or skills required. It does not prescribe or restrict the work that may be assigned. Furthermore, this does not establish an employment contract and is subject to change at the discretion of the company.
Rumpke Waste and Recycling is committed to equality in all aspects of employment. It is Rumpke's policy to provide equal opportunities to all employees and potential employees without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
Qualifications
Education
Bachelors of Relevant field (preferred)
High School (required)
General Education Diploma (preferred)
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
