IT Systems & Support Manager

Job Title: IT Systems & Support Manager

Company: Trident Service Group

Location: Hybrid Cockeysville MD plus Regional Travel Delaware Maryland Pennsylvania and Virginia

Company Description:

Trident Service Group is a premier swimming pool service retail and construction company enabling backyard entertainment. Founded on a legacy of family-owned businesses dating back to the 1960s we are committed to delivering exceptional customer service and top-quality solutions. From custom pool construction to expert maintenance and retail offerings we take pride in providing personalized care and building lasting relationships with our clients. Our service portfolio covers the complete pool & spa category including repair cleanings seasonal openings & closings new construction and renovation. At Trident customer satisfaction is at the heart of everything we do. We operate as a family of brands across the Mid-Atlantic region.

Position Summary:

We are seeking a detail oriented entrepreneurial and hands-on IT Systems & Support Manager to guide our technology operations. Reporting directly to the President this role is responsible for overseeing the daily IT operations training security system infrastructure user support and vendor management across our multi-location organization. This is a full-time hybrid role based out of our Cockeysville MD branch with regional travel to other branches and potential acquisitions across Delaware Maryland Pennsylvania and Virginia.

Key Responsibilities:

IT Service Management & Support

Serve as the primary point of contact and front line support for all IT-related issues across the organization ensuring timely and effective resolution.

Run helpdesk operations providing technical support to employees and ensuring customer-facing staff have seamless access to IT systems.

Monitor prioritize and manage support tickets to meet established SLAs (Service Level Agreements).

Ensure proper documentation and knowledge sharing for IT procedures support issues and resolutions.

Infrastructure & Systems Management

• Oversee and maintain endpoints servers and telecommunication systems across multiple branch locations.
  
• Manage the companys cloud services SaaS platforms and on-premise applications.
  
• Collaborate with operations team to deploy new and innovative technology solutions in the field.
  
• Ensure the stability performance and security of systems including regular maintenance updates and backups.
  

User Training & IT Optimization

• Collaborate with customer support teams to ensure they have the necessary technical resources and training to deliver exceptional service.
  
• Provide training and guidance on IT tools applications and best practices to non-technical staff.
  
• Improve end-user adoption and proficiency with key software such as CRM point of sale and scheduling platforms.
  

Project Management & Technology Strategy

• Serve as project manager and lead IT-related projects including system migrations software rollouts acquisition integrations and new location setups.
  
• Collaborate with the leadership team to develop and implement IT strategies that support business goals.
  
• Research and recommend new technologies and tools to enhance productivity and customer service capabilities.
  

Security & Compliance

• Ensure data security compliance and privacy standards are met across the organization.
  
• Manage IT policies and procedures including access control data protection and cybersecurity protocols.
  

Requirements

Required Qualifications:

Bachelor s degree in Information Technology or related field.

7 years of experience in IT service delivery infrastructure management or technical support in a MSP environment or multi-location business.

Strong technical knowledge of:

o Networking: TCP/IP VPNs LAN/WAN management.

o Cloud services and productivity suites.

o Helpdesk systems remote support tools and endpoint management.

o Telephony & VoIP systems.

Excellent project management skills including experience with IT rollouts and integrations.

Ability to train and support non-technical staff in using IT tools effectively.

Strong problem-solving skills and the ability to work independently across multiple locations.

Excellent communication and stakeholder management skills.

Ability to travel regionally (25%) as needed.

Preferred Qualifications:

Familiarity with ERP CRM POS and field service management systems.

Basic coding and scripting skills.

IT and project management certifications including ITIL CompTIA CISM CCSP Microsoft Google PMP and CAPM.

Benefits

Why Join Trident Service Group

At Trident Service Group you will be part of a growing company with a commitment to excellence innovation and customer satisfaction. This is an opportunity to make a significant impact by enhancing IT systems and support operations helping us deliver best-in-class service to our customers and driving innovation in the swimming pool industry.

Benefits:

• Salary: $100000 salary plus annual performance-based bonus
  

• Health dental and vision insurance
  

• Retirement plan with company match
  

• 3-weeks paid time off plus holidays
  

• Opportunities for growth in a fast-expanding regional business
  

• Mileage reimbursement for travel between locations
  

How to Apply:

If you have a strong background in IT and are excited to drive innovative technology solutions in a growing multi-location business we want to hear from you! Please submit your resume and cover through our website at