IT Manager

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. 

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.