IT Operations Manager

UNDERSTANDING

The Information Technology (IT) Operations Manager is responsible for leading and optimizing IT and Operational Technology (OT) systems that support manufacturing, distribution, and business operations. This role ensures the reliability, security, and efficiency of enterprise systems, plant floor technologies, and network infrastructure. The position oversees Help Desk Analysts, Network Administrators, and System Administrators while driving cybersecurity, system uptime, and continuous improvement initiatives critical to a fast-paced manufacturing environment.

CORE VALUES

Our 5 Core Values are more than just words, they're a way of life. We know that companies with a strong culture & a higher purpose perform better in the long run.

• Own It
• Hustle and Refuse to Settle
• Love People
• Act for the Greater Good
• Find a way

WORKING RELATIONSHIP

This role requires close collaboration with operations, maintenance, quality, engineering, retail, and corporate functions. Success depends on the ability to communicate effectively across all levels of the organization while ensuring IT solutions support production efficiency, safety, and business objectives.

RESPONSIBILITIES

• Lead, develop, and manage IT operations staff, including Help Desk Analysts, Network Administrators, and System Administrators.
• Establish clear service expectations for plant and corporate support, ensuring rapid response to production-impacting issues.
• Recruit, train, coach, and evaluate team performance to build a high-performing IT organization.
• Foster a customer-focused culture that prioritizes production continuity and employee support.
• Partner with production, maintenance, quality, retail and engineering teams to align IT systems with operational needs.
• Support plant floor devices such as label printers, scanners, and industrial PCs.
• Minimize downtime through rapid issue resolution and proactive system monitoring.
• Direct daily IT operations, including ticket management, escalation processes, and workflow prioritization-particularly for production-critical issues.
• Establish and monitor service level agreements (SLAs) with an emphasis on plant and retail uptime and responsiveness.
• Oversee vendor and third-party support services to ensure performance expectations are met.
• Maintain IT documentation, SOPs, and training materials for both technical teams and plant users.
• Oversee plant, retail and enterprise network infrastructure, including segmented manufacturing networks, wireless systems, and remote access.
• Implement and enforce cybersecurity controls to protect both IT and OT environments from threats (e.g., ransomware, unauthorized access).
• Monitor network performance and security events, ensuring rapid response to incidents.
• Maintain secure configurations for firewalls, switches, and industrial network devices.
• Oversee backup, disaster recovery, and business continuity plans, with a focus on minimizing business disruption.
• Ensure compliance with cybersecurity best practices relevant to the business (e.g., NIST, CIS controls, or similar frameworks).
• Evaluate and recommend technology solutions that improve efficiency, automation, and data visibility.
• Review and approve system changes, configurations, and upgrades to ensure minimal business disruption.
• Drive standardization across business systems to improve scalability and supportability.
• Manage lifecycle of IT assets, including hardware, and software licensing.
• Lead IT projects supporting business updates, equipment implementations, system upgrades, and automation initiatives.
• Collaborate with continuous improvement teams to identify technology solutions that enhance productivity, reduce waste, and improve reporting.
• Track and report project progress, risks, and outcomes to leadership.
• Stay current with emerging technologies in manufacturing (Industry 4.0, IoT, automation, data analytics).
• Oversee procurement of IT equipment, technology, and services.
• Manage vendor relationships, contracts, and service agreements to ensure reliability and value.
• Ensure IT systems support compliance with Quality, HACCP, GMP, and Food Safety standards.
• Maintain system security and data integrity for traceability, audits, and reporting requirements.
• Support audit readiness by ensuring proper documentation, system controls, and reporting capabilities.
• Align IT processes with regulatory requirements impacting manufacturing operations.
• Work closely with leadership, department heads, and corporate stakeholders to assess and prioritize technology needs.
• Facilitate cross-functional meetings to align IT initiatives with business goals.
• Provide visibility into IT performance, risks, and improvements to executive leadership.
• Translate technical concepts into business focused solutions for non-technical stakeholders.
• Provide 24/7 support for critical production systems as needed.
• Identify operational risks and implement corrective actions to prevent disruptions.
• Administer IT-related meetings, reporting, and performance metrics.
• Ensure strong asset management practices, including tracking, warranties, and lifecycle planning.

REQUIREMENTS

• Must be able to speak, read and write in English.
• 5-10+ years of IT experience, including leadership in a manufacturing or industrial environment.
• Experience supporting infrastructure systems.
• Strong knowledge of networking, cybersecurity, and infrastructure in both IT and OT environments.
• Experience in highly regulated environments (e.g., food manufacturing, GMP, HACCP).
• Proven ability to manage competing priorities in a fast-paced, production-driven environment.

EDUCATION

• Must have a High School Diploma or a G.E.D.
• Bachelor's degree in Information Technology, Engineering, or related field (or equivalent experience).