Manager, IT Operations

Manager, IT Operations

Location: GREEN BAY, WI, US

Imperial Supplies, a Grainger Company, is a national distributor of quality maintenance products. Serving the fleet maintenance industry since 1958, Imperial has formed lasting relationships with customers by tailoring our services to meet their changing needs. Our welcoming workplace enables you to learn, grow and make a difference by keeping businesses running and their people safe. As a Great Place to Work-Certified company, we're looking for passionate people to join our team as we continue leading the industry. Are you an IT professional that enjoys helping your team and organization grow? If so, we want to talk to you! We are seeking a dynamic IT Operations Manager to join our team at Imperial Supplies. Start your career with a company whose motto is "People First".

Position Overview: Under limited supervision, manages IT Operations and the help desk support team and provides user support for computer systems and application software. As a liaison between the IT team and business partners, excels in leading IT Operations, and help desk support processes that heavily rely on ticketing system, documentation, and communication procedures.

Key Responsibilities:

• Responsible for maintaining daily IT Operations, including system monitoring, defining, and maintaining operating procedures, implementing new technologies and processes to improve efficiency and productivity.
• Leading and monitoring team performance, conducting performance evaluations, mentoring, training, and developing feedback reports.
• Participates with the VP, Information Technology in the strategic planning process to develop goals and coordinate activities between all other functional areas.
• Responsible for monitoring key system performance metrics.
• Creates, assigns, and manages support issues in the IT ticketing system; monitors and/or escalates tickets ensuring any company-critical event-based system issues are resolved in a timely manner to minimize business or customer impact.
• Communicating with business partners and providing in-person and phone support for Imperial business systems and user applications if required.
• Asks questions of end users and explores complexity of issue/problem to better understand and properly prioritize the inquiry.
• Communicating with parent company technical partners on issue resolution including security threat detection and vulnerability patching.
• Troubleshooting and resolving technical issues.

Required Skills:

• Excellent leadership and people management skills, strong technical background, excellent analytical and troubleshooting skills paying close attention to detail, great communication skills, both written and verbal, ability to multitask and set priority based on customer impact while working in a fast-paced environment, ability to work efficiently, under limited supervision, while collaborating as part of a larger team, flexible and able to accept changes in priorities as necessary, ability to take ownership of issues and demonstrate follow through to resolution meeting or exceeding customer expectations, experience with typical support tools such as ticketing systems, desktop/server remote access technologies, documentation management systems, ability to write and maintain process and end user documentation.

Minimum Education and Experience:

• Bachelor's degree in computer science, information technology, or a related field and 3-5 years' experience in an IT operations support position. Computer knowledge including hardware/software (Microsoft Windows and Office applications) and networking.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, protected veteran status or any other protected characteristic under federal, state, or local law. We are proud to be an equal opportunity workplace. We are committed to fostering an inclusive, accessible work environment that includes both providing reasonable accommodations to individuals with disabilities during the application and hiring process as well as throughout the course of one's employment.