Job Description

The Manager, IT Operations and support is broad, diverse and challenging. In partnership with other Infrastructure Engineering managers and teams (cybersecurity, infrastructure, network), this role leads a lean, flexible team of IT and engineering staff to ensure the smooth and effective operation of 24x7 IT functions and tasks. This involves planning, overseeing, and troubleshooting IT operations to align with organizational goals and strategies. They also provide guidance and direction to IT teams, ensuring that they are equipped with the necessary resources to deliver quality products and services to the organization. This role also participates in identifying new technology trends and recommending solutions that would benefit the organization. They play a vital role in the planning of IT budgets, ensuring that they are allocated effectively to meet the organization's needs. They monitor compliance with IT policies and regulations, ensuring that the organization is adhering to best practices and regulatory requirements. The IT Manager plays a vital role in ensuring that an organization's technology systems are running smoothly, and that new solutions are being explored to keep up with the ever-evolving tech landscape.

• This role is motivated by a desire to drive excellence in IT service delivery, constantly improve end-user experiences, and implement innovative technology solutions.
• You will be at the forefront of aligning IT support services with business needs, spearheading initiatives that enhance productivity, collaboration, and security.
• The role requires a passion for operational excellence, a customer-first mindset, and a commitment to developing agile and scalable technology solutions that meet the evolving needs of the organization.
• Scope for this role includes Help Desk, Endpoint Engineering, Platform and Application Management for some systems, as well as some IT Procurement aimed at implementing timely, reliable, cost-effective, and innovative IT support services.

• Provide general end-user support for employees across the org and forge partnerships with News Logistics and Springfield Plant Tech Services who are embedded in those departments.
• Manage and update the company's system access request (SAR) profiles
• Automate and process SARs
• Provide Tier1/Tier2 technical support, request fulfillment and problem management
• Spearhead company communication for technology deployments, changes, and outages

• Procure, deploy, maintain, and support on Windows and macOS computers company-wide
• Support of VTC for HQ conference rooms as well as digital signage
• In alignment with the Cybersecurity team, maintain security of end-point compute devices, continuous on-time OS patching, and application packaging
• Manage HQ Printers

• Manage some core service and infrastructure services, such as:
  • ServiceNow (SaaS) - ITSM, ITAM, SARs, Automation, Self-Service
  • Zoom (SaaS) - Video Conference and Webinar
  • Appspace - Digital Signage Content Management
  • Ivanti (On Prem) - Windows Endpoint Management
  • Jamf (On Prem) - Apple Endpoint Management
  • WinMagic (On Prem) - Endpoint Encryption for Windows
  • Beyond Trust (SaaS) - Remote Assistance
  • Print Servers and Equitrac (On Prem) - Badge Printing & Tracking
• Administer, support, and right-size key SaaS Products across the company including vendor management, negotiations in partnership with contract owners, renewals and provisioning (e.g. Slack, Zoom, Google, Aha!, Atlassian, Github, Dropbox, etc.)
• Change Management and Project Management
• Reporting and analytics
• ServiceNow Development and Administration, including the implementation of automation and AI technology to improve service and reduce workloads. Process areas may include:
  • Finance requests and workflow management
  • HR request intake management and fulfillment
  • Facilities request intake management and fulfillment
  • User access and provisioning
  • ServiceNow mobile application development and configuration

• Planning and oversight of the company's laptop and desktop equipment
• Process owner for Engineering's purchases
• Audit support and evidence

• Education and Experience: Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience). 5+ years of experience in IT support, operations, or infrastructure management, with at least 2 years in a leadership or management role.
• Technical Proficiency: Expertise preferred in several areas of this role such as Help Desk operations, Endpoint Engineering (Windows, macOS), IT procurement processes, and platform/application management. Familiarity with SaaS solutions (e.g., ServiceNow, Zoom), on-prem solutions (e.g., Jamf, Ivanti), and security practices desired (e.g., OS patching, endpoint encryption).
• Leadership and Communication: Demonstrated ability to lead and develop IT teams, manage cross-functional projects, and communicate effectively with technical and non-technical stakeholders. Experience in vendor management, contract negotiations, and partnership with internal teams like cybersecurity.
• Problem-Solving and Innovation: Strong analytical and troubleshooting skills, with a track record of using automation, AI, and process improvements to drive efficiency. Ability to identify emerging technologies and trends that can benefit the organization.
• Compliance and Budget Management: Familiarity with IT compliance standards and audit requirements, with experience managing IT budgets and aligning resources to organizational needs.
• Customer Focus: A passion for delivering best-in-class IT services with a customer-centric approach, ensuring that employees have the support they need to be productive and effective.

• Competitive medical, dental and vision coverage
• Company-paid pension and 401(k) match
• Three weeks of vacation and up to three weeks of paid sick leave
• Nine paid holidays and two personal days
• 20 weeks paid parental leave for any new parent
• Robust mental health resources
• Backup care and caregiver concierge services
• Gender affirming services
• Pet insurance
• Free Post digital subscription
• Leadership and career development programs