IT Operations Manager

JOB SUMMARY:

Under the direction of the CIO, this employee will manage the IT infrastructure operations and support functions for all US-based Joy Baking Group locations, including managing direct IT support staff and outsourced IT services. Position is on-site in Hermitage, PA. The position will be customer-centric and responsible for proactively driving operational IT excellence. This role is accountable for the outcomes of the IT Operations and Support team in terms of work quality, process excellence, IT excellence, and continuous improvement.

RESPONSIBILITIES:

• Ensure IT systems are secure, consistent, and reliable
• Maintain and optime local company networks and servers
• Create and improve IT infrastructure documentation and training materials
• Oversee device and password management
• Oversee data backup and system security operations (e.g. user authorization, firewalls)
• Manage installations, upgrades, and configurations of hardware and software
• Assess system performance and recommend improvements
• Resolve issues escalated by technicians and engineers
• Ensure data is handled, transferred, or processed according to legal and company guidelines
• Provide support and guidance to stakeholders via help desk
• Manage contracts and relationships with vendors (e.g. cybersecurity, managed IT services, telecommunication companies) and software licenses
• Oversee the development of IT policies and procedures
• Establish escalation processes including 24x7 support requirements (on-call).
• Manage IT functional areas Infrastructure and Service Desk
• Manage a team of five IT support staff and multiple IT service providers
• Develop and mentor IT staff
• Participate in IT collaboration discussions and meetings
• Manage all required data protection initiatives
• Oversee the PC lifecycle (e.g., purchasing, deployment, patching, software packaging/updating, and testing and rollout processes and configuration of devices)

ESSENTIAL FUNCTIONS:

• Must be highly motivated, able to follow direction, and perform assigned work duties independently with minimal supervision
• Ability to manage multiple projects
• Must be able to effectively analyze and present complex information
• Must be able to communicate effectively, both verbally and in writing
• Must have aptitude for problem solving
• Must be able to speak, listen, and effectively collaborate and communicate with team members
• Must be able to work with a high level of accuracy and attention to detail
• Must have full use of arms and legs and be able to climb stairs to access all areas of the plant and offices
• Able to kneel, squat, bend, stoop, twist, and lift >20lbs. on an occasional basis
• Must be organized and maintain work area
• Ability to work under the pressure of, and meet, deadlines
• Able to travel up to 10% to other Joy Baking Group sites

QUALIFICATIONS:

• Bachelor’s degree or equivalent IT work experience
• Proven experience as an IT Operations Manager, supervising IT support staff
• 5+ years of experience managing complex IT operations, with a focus on system administration, end-user support and managing server and desktop computing environments
• Experience with configuration and administration of Windows PCs, Windows servers, iOS and Android mobile devices, Active Directory, and M365 Exchange, Teams and other apps
• Knowledge of on-premise VOIP phone systems
• Experience with Hyper-V cluster administration
• Knowledge of data center/IT room design and management
• Thorough knowledge of network design and administration, including fiber and Ethernet wiring
• Experience with Solarwinds NPM, NTA, and SAM
• Knowledge of IT service management frameworks, such as ITIL