IT Manager

Vireo Health, Inc.

. Own day-to-day operations of the Freshservice ticketing system .

Posted 11/4/2026full-timeRemote • United StatesMid-LevelSenior💰 $80,000 - $90,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in IT support and infrastructure management, with a strong focus on Microsoft 365, Intune/JAMF, and networking. Proven ability to lead teams, drive process improvements, and manage operational metrics effectively.

Highest-signal resume keywords

IT Support/Infrastructure ExperienceMicrosoft 365 AdministrationFreshservice Ticketing System ManagementLeadership and Team ManagementKPI and SLA Tracking

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

L2 Technical ProficiencyTroubleshooting TCP/IPTroubleshooting DNSTroubleshooting DHCPTroubleshooting VPNAsset ManagementReporting and AnalyticsProcess ImprovementOperational ExcellenceE-commerce Support

Soft Skills

LeadershipCommunicationOrganizational Skills

Tools & Technologies

FreshserviceMicrosoft 365IntuneJAMFPOS SystemsNetworking Fundamentals

Certifications & Qualifications

Bachelor's Degree

Industry Keywords

ITSMTicketing WorkflowsMulti-State Team ManagementM&A IntegrationQueue Health Monitoring

Tech Stack

Tools & technologies

DNSITSMJamfTCP/IP

About the role

Key responsibilities & impact

Own day-to-day operations of the Freshservice ticketing system
Triage and assign tickets across all markets
Monitor queue health and ensure timely resolution
Track unresolved and aging tickets
Identify recurring or underlying issues and drive root-cause resolution
Define, monitor, and report KPIs, metrics, and SLAs
Own weekly, monthly, and quarterly IT support reporting reviews
Expand and administer Freshservice's asset management module
Maintain accurate device and asset inventory across markets
Develop and improve IT support processes and workflows
Provide hands-on L2 troubleshooting across Microsoft 365, Intune/JAMF, networking, POS, and e-commerce systems
Resolve complex tickets and backstop IT Specialists
Supervise and provide technical guidance to the regional IT Specialist team
Serve as escalation point for complex Microsoft 365, device management, network, and security issues
Coordinate hiring, onboarding, and performance management for IT Specialist roles
Partner with the Director of IT on staffing plans, budget, and IT support roadmap
Support integration of new markets from M&A activity

Requirements

What you’ll need

5+ years of IT support/infrastructure experience
1–2 years in a lead or supervisory capacity
L2+ hands-on technical proficiency across Microsoft 365, Intune/JAMF device management, and networking fundamentals
Ability to troubleshoot TCP/IP, DNS, DHCP, and VPN issues
Hands-on experience administering Freshservice or a similar ITSM platform, including ticketing workflows, asset management, and reporting/analytics
Experience defining and tracking KPIs, SLAs, and operational metrics
Strong leadership, communication, and organizational skills
Ability to manage a distributed, multi-state team
Process improvement / operational excellence mindset
Comfortable overseeing support for POS and e-commerce platforms
Bachelor's degree or equivalent combination of education and experience
Typically requires a BS or equivalent combination of education and related experience
Flexibility to occasionally travel to Vireo locations within the state to provide on-site support

Benefits

Comp & perks

Medical, dental, vision, and life insurance on the first of the month after you begin employment
Competitive additional benefits including HSA, FSA, Dependable Care, EAP services, etc.
15 Days of accrued PTO
2 Wellness Days
Volunteer Hours that will increase with tenure
401k program with an employer match after six months of employment
Employee discounts
Paid time off
Opportunities for growth and professional contribution
Inclusive and collaborative workplace culture