Information Technology Operations Support Manager

Position Summary

The IT Manager is responsible for the reliability, security, and continuous improvement of the organization's technology environment. This hands-on role serves as the primary point of contact for day-to-day IT operations while overseeing infrastructure administration, cybersecurity, vendor relationships, business systems, and technology initiatives that support office, warehouse, and operational teams.

Key Responsibilities

IT Operations & End User Support

• Provide day-to-day technical support for employees across office and operational environments, including desktops, laptops, mobile devices, printers, scanners, and related peripherals.
• Serve as the escalation point for technology issues, ensuring incidents are documented, tracked, and resolved in a timely manner.
• Manage workstation deployment, patching, upgrades, and lifecycle replacement programs.
• Support enterprise printing, scanning, and operational labeling systems.

Cloud Platforms, Identity & Access Management

• Administer cloud productivity and collaboration platforms, including email, file sharing, communication, and content management services.
• Manage user provisioning, licensing, permissions, and access requests.
• Maintain identity and access management controls, including multi-factor authentication, role-based access, and security best practices.
• Coordinate cloud platform administration and support related business applications.
• Provide administration and support for software licensing and subscription management.

Cybersecurity & Business Continuity

• Maintain security controls including endpoint protection, vulnerability remediation, email security, and security awareness initiatives.
• Support the administration and improvement of email security and threat protection solutions.
• Oversee backup and disaster recovery processes, including periodic testing and documentation.
• Coordinate response efforts for security incidents and work with vendors and internal stakeholders to resolve identified risks.
• Promote cybersecurity best practices throughout the organization.

Infrastructure, Network & Systems Reliability

• Ensure reliable network and wireless connectivity across multiple locations.
• Coordinate troubleshooting efforts with service providers and technology partners as needed.
• Monitor availability and performance of business-critical systems and services.
• Support infrastructure monitoring and alerting tools and coordinate remediation activities when issues arise.

Communications & Collaboration Technology

• Administer business communication systems and telecommunications services.
• Support collaboration technologies and unified communications platforms.
• Evaluate and lead modernization initiatives that improve communication capabilities and operational efficiency.

Physical Security & Facility Technology

• Coordinate administration and support of facility technologies, including access control, surveillance systems, alarm monitoring, and related security platforms.
• Support workplace technology systems and digital information displays.
• Work with internal stakeholders and external vendors to maintain reliable operation of facility-related technologies.

Business Systems & Operational Applications

• Support and coordinate third-party business applications and operational systems.
• Assist with user access, troubleshooting, vendor coordination, and system enhancements.
• Support technology workflows related to logistics, inventory, shipping, and workforce management processes.
• Partner with business leaders to ensure technology solutions effectively support organizational objectives.

Vendor Management, Documentation & Asset Administration

• Manage relationships with technology vendors, service providers, and support partners.
• Maintain documentation including infrastructure inventories, system configurations, support procedures, and technology standards.
• Track hardware, software, licensing, warranties, and renewal schedules.
• Coordinate procurement of technology equipment and services.
• Support IT budgeting, planning, and roadmap development aligned with business priorities.

Desired Technical Experience

Experience supporting or administering technologies in the following areas is beneficial:

• Cloud productivity and collaboration platforms
• Identity and access management solutions
• Endpoint management and mobile device management
• Email security and threat protection platforms
• Network infrastructure, wireless networking, and VPN technologies
• Telecommunications, VoIP, and unified communications solutions
• Physical security systems, surveillance, and access control technologies
• Operational printing, labeling, and scanning solutions
• Infrastructure monitoring and environmental alerting systems
• Business application support and vendor-managed platforms
• IT asset management and procurement processes

Required Qualifications

• 5+ years of progressive IT experience spanning technical support, systems administration, infrastructure, and vendor management.
• Experience supporting technology operations within a small to mid-sized organization or serving as the lead IT resource for a business unit or location.
• Strong knowledge of cloud productivity platforms, end-user support, and user administration.
• Working understanding of network technologies, wireless networking, VPNs, and troubleshooting methodologies.
• Knowledge of cybersecurity fundamentals including access controls, endpoint protection, vulnerability management, incident response, and business continuity.
• Strong communication and customer service skills with the ability to support both technical and non-technical users.
• Ability to work in office, warehouse, manufacturing, or operational environments and handle standard IT equipment as required.

Preferred Qualifications

• Experience supporting manufacturing, distribution, logistics, warehousing, fabrication, or other operationally focused environments.
• Experience with telecommunications upgrades, VoIP deployments, or unified communications migrations.
• Experience supporting physical security technologies, access control systems, and surveillance platforms.
• Experience with barcode scanners, labeling systems, inventory technologies, and operational workflows.
• Industry certifications such as CompTIA, Microsoft, ITIL, or equivalent practical experience.