Manager, IT Support Services

About Guitar Center:

At Guitar Center, we are driven by a shared passion for music and technology. We support over 300 stores nationwide and a growing network of shared services facilities. Our IT team plays a critical role in ensuring our business runs smoothly and our customers and associates stay connected to what matters most.

We are looking for a Manager, IT Support Services, to lead our Tech Support and Helpdesk teams, ensuring excellent day-to-day technical support across our enterprise. If you are passionate about leadership, technology, and making an impact, we would love to meet you.

About The Role:

The Manager, IT Support Services oversees infrastructure support for Guitar Center stores and shared services sites, managing teams responsible for PCs, laptops, printers, network connectivity, operating systems, and applications. This role is key to delivering outstanding service while building a high-performing, customer-first IT culture.

You'll combine technical expertise, leadership, and operational management to keep our systems running and our teams empowered.

Responsibilities:

Leadership

• Lead and manage the Tech Support and Helpdesk teams to deliver timely, professional IT services across all supported locations.

• Own operational visibility, resource planning, and budget management across multiple sites.

• Provide project leadership for user support components of enterprise-wide initiatives.

• Maintain service level agreements (SLAs) and act as an escalation point for technical issues.

• Foster a team culture aligned with Guitar Center's values: Service, Passion, Integrity, and Courage.

Technical Support & Customer Service

• Provide technical support and guidance to staff, both remotely and onsite.

• Respond to and resolve escalated support issues with urgency and professionalism.

• Deliver end-user training, documentation, and technical recommendations.

• Act as a liaison between IT and business teams to improve the support experience.

Systems & Infrastructure Maintenance

• Maintain and support end-user computing environments including desktops, laptops, printers, and network devices.

• Ensure systems are current with patches, service packs, licensing compliance, and standardized images.

• Manage user access administration, file permissions, and client-server interactions.

Enterprise Applications & Security

• Support internal app development and infrastructure rollouts during planning, launch, and adoption phases.

• Promote safe computing practices and manage endpoint protection and cybersecurity incidents.

• Provide client-server access support and database connectivity assistance.

Communications & Networking

• Maintain LAN and desktop-level systems to ensure operational continuity.

• Lead infrastructure upgrades and serve as the communication bridge across IT and business teams.

To join our band, you'll need the following experience:

Experience

• 8+ years of progressive IT support experience, including desktop support, networking, and vendor management.

• 5+ years of experience providing direct end-user and help desk support.

• Proficient with Windows OS (XP-Windows 11), Active Directory, and basic UNIX/Linux/Mac OS administration.

• Hands-on experience with Ethernet networking, cabling, switch management, and infrastructure troubleshooting.

• Background in IT Service Management (e.g., ITIL, CoBIT); ITILv4 or equivalent certification preferred.

• Experience managing IT budgets and working with managed service providers and external vendors.

Leadership

• 3+ years managing IT teams, including remote-based staff.

• Strong communication skills, with the ability to engage executive leadership and technical/non-technical audiences.

• High emotional intelligence with a proven ability to lead calmly under pressure.

• Skilled in conflict management, resilience, and collaborative leadership in complex environments.

Core Competencies

• Analytical and problem-solving mindset; data-driven decision-maker.

• Strong business acumen; understands IT's role in enabling business operations and growth.

• Committed to enhancing customer experiences and end-user satisfaction.

• Effective project manager with a focus on continuous process improvement.

• Comfortable using a variety of IT systems and collaboration tools.

Pay Rate: $100,000 - 160,000/yr. + 10% annual bonus based on company performance. The base pay offered is dependent on background and experience.

Disclaimer:

While this job description outlines primary responsibilities, it is not a comprehensive list of all tasks. Duties may change or new responsibilities may be assigned as business needs evolve.

Why Guitar Center Company? Here's just some of the rewards:

For our employees who are musicians we offer the unique opportunity of gig leave-take time off to share your music with the world and return to your job after your tour! Guitar Center offers robust benefits and perks, including Medical, Dental, Vision, 401K plus company match, mental health support, paid sick/holiday/vacation time, employee discount program, and tuition reimbursement options.

This position is eligible to participate in the Guitar Center Company bonus program based on Company performance. The job posting is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific employee, which is always dependent on actual experience, education, and other factors. The pay range(s) listed are provided in compliance with state specific laws. Pay ranges may be different in other locations.

Why join us?

With a career at Guitar Center, you become part of the world's largest multichannel musical instrument retailer. Whether at our Stores, Contact Centers, Distribution Centers, or Support Center, Guitar Center employees have a common goal: to help people find their sound and fill the world with more music.

Love this gig and want to apply?

Send your resume and cover letter today along with salary expectations!

Guitar Center is an Equal Opportunity Employer and provides fair and equal employment opportunity to all employees and applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status prohibited under Federal, State, or local laws. All employment decisions are based on valid job-related requirements.

If you are a qualified individual with a disability or a disabled veteran and are unable or limited in your ability to use or access our website, you may request a reasonable accommodation to express interest in a specific opening. You can request a reasonable accommodation by sending an email torecruiting@guitarcenter.com.