About the role
Description
Overview/Function
The IT Manager is responsible for leading daily information technology operations and ensuring reliable, secure, and efficient technology services across the organization. This hands-on leadership role provides direction to IT staff, manages departmental priorities and projects, supports end-users, oversees systems and network performance, and partners with business leaders to align technology solutions with company needs.
Major Responsibilities
- Lead, coach, and support IT team members responsible for help desk, infrastructure, and field technology support.
- Manage daily IT operations, ticket prioritization, escalations, service levels, and timely resolution of user issues.
- Oversee updating, maintenance, lifecycle planning, and inventory for hardware, including desktops, servers, routers, copiers, printers, and handheld devices used for sales, delivery, service, and inventory.
- Manage end-user devices, including operating systems, applications, and configurations.
- Diagnose and resolve complex user, system, network, and infrastructure issues; ensure appropriate escalation and documentation.
- Monitor network performance, system reliability, cybersecurity risks, and security vulnerabilities; recommend and implement improvements.
- Develop, maintain, and enforce IT procedures, documentation, standards, asset controls, and support practices.
- Ensure professional contact with internal customers and promote a responsive, service-focused IT culture.
- Maintain ethical conduct, confidentiality, and sound judgment in handling company systems and information.
- Other duties as required.
Requirements
Experience & Qualifications
- Bachelor’s degree in an IT-related field, with 3 or more years of IT experience; equivalent education and experience may be considered.
- Strong working knowledge and hands-on experience with the following:
- Microsoft Azure Active Directory and Microsoft 365 environments
- Windows 10, Windows 11, and Mobile Device Management Software
- Cloud services
- iOS & Android
- VoIP
- Wireless access points
- Network, server, endpoint, and security support practices
- Self-motivated, customer-focused, and able to build strong working relationships across departments.
- Strong business acumen with the ability to align IT support and projects with operational needs.
- Strong written, verbal, and interpersonal communication skills are required.
- Direct IT experience in the consumer-packaged goods industry is a plus.
- Ability to read, interpret, and follow service directions, work orders, standard operating procedures, and safety requirements/protocols.
- Strong problem resolution, analytical thinking, decision-making, and prioritization skills; ability to solve complex problems while managing stressful situations.
- Flexible with the ability to adapt to changing business needs, technical priorities, and support demands.
- Consistent, regular attendance is an essential job function.