IT Manager

Opportunity at a Glance

We're looking for an experienced, hands-on IT Manager to lead our IT operations, develop a high-performing technical team, and elevate the technology experience for the businesses we serve. Reporting to the Director of Digital Transformation, this role will oversee day-to-day IT operations, coach and develop team members, resolve complex technical challenges, and establish the processes and standards that drive exceptional service delivery.

This is more than an opportunity to manage an IT department. It's a chance to help shape how technology services are delivered across multiple businesses as Canyon expands into new client relationships. We're looking for a collaborative, solutions-oriented leader who combines technical expertise with strong people leadership, takes ownership of outcomes, and is excited to help build a scalable, service-focused IT organization.

Job Responsibilities

• Lead the day-to-day operations of the IT department, ensuring reliable, secure, and consistent technology services across Canyon Equities and its portfolio of companies
• Directly manage the IT Systems Administrator, IT Support Specialist, and IT Helpdesk Technician, setting priorities, assigning work, and balancing workloads and on-site coverage
• Coach, develop, and evaluate team members through regular one-on-ones, goal setting, and performance reviews, partnering with HR as needed
• Lead recruiting, hiring, and onboarding of IT staff, and build clear career paths and cross-training across the team
• Oversee the IT service desk, establishing triage, prioritization, and escalation standards and monitoring ticket volume, aging, and backlog
• Define, track, and report service level agreements (SLAs) and KPIs for each portfolio company, using data to drive continuous improvement in service delivery
• Serve as the team's primary escalation point and remain hands-on, resolving complex technical issues and contributing to systems administration and project work as needed
•   Lead the response to major incidents and outages, coordinating resolution, communicating with stakeholders, and conducting post-incident reviews
• Standardize IT operations across portfolio companies, including onboarding and offboarding, device deployment, access management, and change management
• Own the IT service catalog, knowledge base, runbooks, and SOPs, ensuring documentation is accurate, current, and consistently maintained
• Oversee security controls, patching, backups, and endpoint management, supporting audits, risk assessments, and cyber insurance requirements
• Manage the IT asset lifecycle, procurement, and vendor relationships, reviewing contracts and renewals for cost, performance, and fit
• Ensure team time is accurately tracked and allocated to each portfolio company
• Contribute to the annual IT operating budget and monitor spending against plan
• Monitor team capacity, resource allocation, and service delivery costs across supported organizations, identifying opportunities to improve operational efficiency and maintain high-quality service
• Act as the operational link between the IT team and the Director of Digital Transformation, resolving day-to-day issues and escalating only matters that require strategic decisions
• Provide regular updates to the Director of Digital Transformation on service performance, major incidents, risks, staffing, and resource needs
• Translate digital transformation initiatives into IT teamwork plans, allocating resources to deliver the IT components of strategic projects
• Build and maintain strong relationships with business leaders and client stakeholders, proactively communicating service performance, addressing concerns, and identifying opportunities to improve the overall technology experience
• Support the development and implementation of scalable IT service delivery practices that enable Canyon Equities to effectively onboard and support new external clients while maintaining consistent service quality across existing organizations

Qualifications

• Proven ability to lead, develop, and hold accountable a high-performing technical team
• Demonstrated success delivering IT services across multiple companies, sites, or business units with consistent standards and service levels
• Strong hands-on expertise in Windows, Microsoft 365, Active Directory, endpoint management, networking, and server and cloud infrastructure
• Working knowledge of IT service management practices, including incident, request, problem, and change management (ITIL or similar)
• Experience supporting ERP systems and other enterprise business applications
• Solid understanding of cybersecurity best practices and controls
• Highly analytical, with experience using service metrics and dashboards to manage performance and drive decisions
• Excellent communication skills, with the ability to translate technical issues for executives, business leaders, and end users
• Strong organizational skills; able to balance hands-on technical work with management responsibilities and competing priorities
• Continuous improvement mindset; familiarity with Lean methodologies a plus

Education, Experience & Other Requirements

• Bachelor's degree in information technology, computer science, or a related field, or equivalent experience
• 7+ years of progressive IT experience, including at least 2 years in a supervisory or team lead role
• Experience supporting multiple companies or sites in a shared-services or multi-entity environment, strongly preferred
• Relevant certifications (e.g., ITIL 4 Foundation, Microsoft 365 or Azure Administrator, CompTIA Network+ or Security+), a plus
• Experience with IT service desk ticketing systems and time tracking, required
• Valid driver's license and reliable transportation, required
• Availability to work on-site at various locations in West Michigan (primarily at one site) and after hours for major incidents, maintenance windows, and on-call escalation

Compensation & Benefits

• Salary will vary based on factors such as location, qualifications, experience, skill level and competencies
• The company offers a full range of benefits including Medical, Prescription Drug, Dental, Vision, Health Savings Account, Life Insurance, Disability and Other Insurance Plans, Paid Time Off, Holidays, 401(k), and Short- & Long-Term Disability