Information Technology Manager
Sun Title Agency LLC•Grand Rapids, MI
•Onsite
About The Position
The IT Manager is the on-site face of technology at Sun Title. This is a player-coach role that spends the majority of its time ensuring every employee has a world-class technology experience, while owning the strategic responsibilities that keep the whole system running: managing the MSP relationship, driving AI tool adoption company-wide, and serving as the bridge between Sun Title’s operational needs and Premier One’s technical execution. You will report directly to the CEO and President, which reflects both the organizational weight of this role and the real access that comes with it.
Requirements
- 5+ years of progressive IT experience, with demonstrated hands-on expertise in Microsoft 365, Windows/macOS environments, and endpoint management
- ITIL Foundation certification or demonstrated working knowledge of ITIL service management principles
- Experience managing or holding accountable an MSP or external IT vendor, including SLA tracking and performance review
- Genuine, hands-on familiarity with AI tools (Microsoft Copilot, Gemini, Claude, ChatGPT) and a track record of helping others adopt technology
- Exceptional interpersonal and communication skills — able to translate technical topics clearly for non-technical staff and ownership alike
- Self-starter who manages competing priorities independently and follows through without being asked
Nice To Haves
- Microsoft certifications in Azure (AZ-900, AZ-104, or equivalent) and/or Microsoft 365 (MS-900, MS-700, or equivalent)
- Familiarity with Microsoft Intune / MDM for device provisioning and management
- Working knowledge of Microsoft Entra / Active Directory, Exchange Online, and conditional access policies
- CompTIA Security+ or equivalent security credential
- Experience in a regulated industry (financial services, legal, healthcare)
- Valid driver’s license
Responsibilities
- Serve as the primary on-site technology resource and first point of contact for all employee device, application, and connectivity issues as the first call, every time
- Own the entire employee technology lifecycle: coordinate device deployment at onboarding and decommissioning at offboarding (devices are purchased and provisioned by Premier One; you deploy them on-site)
- Diagnose and resolve Tier 1 issues directly; escalate Tier 2–3 issues to Premier One with clear documentation and diligent follow-through
- Support application-level troubleshooting for Microsoft 365, Adobe, SoftPro, and other company-deployed software
- Provide on-site support at Sun Title’s Michigan branch locations as operational needs require
- Serve as Sun Title’s primary day-to-day contact with Premier One for all operations, project workstreams, and escalations
- Participate in monthly governance meetings with the CEO and Premier One leadership; track SLA performance and hold the MSP accountable to its commitments
- Receive, review, and internally distribute Premier One’s Monthly Performance Reports; surface issues requiring leadership attention immediately
- Translate Sun Title’s operational needs into clear technical requirements for Premier One and translate Premier One’s technical work back into plain language for employees and leadership
- Provide on-site coordination for Premier One’s project work, including the WVD-to-local migration, SoftPro optimization, and Spark Data Lake initiative
- Serve as an active champion for AI tool adoption across Sun Title helping employees get confident and productive with Microsoft 365 Copilot, Gemini, Claude, and the SunnyAIQ platform
- Develop and deliver practical training and support resources that help employees integrate AI tools into their daily workflows
- Partner with leadership to drive Sun Title’s AI deployment roadmap, identifying adoption barriers and building practical solutions
- Serve as the internal liaison for SunnyAIQ, coordinating security and infrastructure requirements between Sun Title’s AI resources and Premier One
- Stay current on emerging AI and technology trends; bring ideas and recommendations to leadership proactively
- Coordinate Premier One’s security awareness and phishing simulation programs internally — scheduling, tracking completion, and reporting results to leadership
- Educate employees on security best practices, wire fraud prevention, and business email compromise (BEC) risks — a critical priority in the title industry
- Support ALTA Best Practices compliance readiness and underwriter security requirements in coordination with Operations and Premier One
- Escalate security events, anomalies, or employee-reported concerns to Premier One and leadership promptly and clearly
- Maintain accurate IT asset inventory, documentation, and system records — complete, current, and reliable at all times
- Create and maintain KPI scorecards and regular reporting on IT health, support quality, project timelines, and MSP performance
- Communicate proactively so that no employee or leader should have to follow up on an open issue or project
- Participate in leadership planning discussions and contribute to Sun Title’s technology roadmap with an operator’s perspective
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
