IT Manager

MVP Heating Cooling and Electric•Mission, KS

23h

About The Position

The IT Manager is a critical, highly collaborative leadership role responsible for full ownership of Fountain Comfort Group’s technology ecosystem. This position oversees the entire tech stack, ensures the accuracy and usability of ServiceTitan data, manages all phones and iPads across the organization, leads cybersecurity efforts, administers all email systems, and drives the onboarding and integration of technology for new teammates and acquisitions. The IT Manager works closely with the CFO, President, General Managers, and cross-functional leaders to ensure operational clarity, system reliability, and technology-driven performance across all brands.

Requirements

Strong analytical and technical skills with experience in operational systems and IT infrastructure.
Experience with ServiceTitan strongly preferred.
Familiarity with AI contact center tools, automation platforms, and customer experience technology.
Experience managing devices, email systems, and cybersecurity programs.
Exceptional communication and collaboration skills across Finance, Operations, and field leadership.
High attention to detail and strong organizational skills.
Experience in home services, operations, or multi-location environments is a plus.

Nice To Haves

Experience with ServiceTitan strongly preferred.
Experience in home services, operations, or multi-location environments is a plus.

Responsibilities

Technology Stack Ownership: Maintain complete ownership of FCG’s full technology ecosystem, including systems architecture, integrations, licenses, and vendor relationships. Evaluate, select, and implement new technologies that improve operational efficiency and customer experience. Ensure all platforms are configured consistently across brands and aligned with FCG standards. Lead technology planning for growth, scalability, and long-term infrastructure needs.
Device & Hardware Management (Phones & iPads): Manage all company-issued phones, iPads, and related hardware. Oversee ordering, provisioning, deployment, and lifecycle management of all devices. Ensure devices are properly secured, updated, and integrated with required applications. Maintain inventory tracking and coordinate replacements or upgrades.
Cybersecurity Management: Own cybersecurity strategy, monitoring, and compliance across all brands. Implement and maintain security protocols, MFA, password policies, and access controls. Monitor for threats, vulnerabilities, and suspicious activity. Coordinate with leadership to ensure FCG meets industry best practices for data protection and risk mitigation.
Email Systems Administration: Manage all email platforms, including account creation, permissions, security settings, and troubleshooting. Ensure consistent configuration and branding across all domains. Support email migrations, integrations, and security enhancements. Maintain distribution lists, shared inboxes, and role-based access.
ServiceTitan Data & Reporting: Maintain, audit, and optimize all operational data within ServiceTitan, ensuring accuracy across job costing, technician performance, call center metrics, memberships, and financial reporting. Build and distribute daily, weekly, and monthly dashboards for General Managers, brand leaders, the CFO, and the President. Translate complex data into simple, actionable insights that support decision-making. Support configuration, workflows, and feature adoption to maximize platform utilization.
Customer Memberships (Critical Focus Area): Own the accuracy, reporting, and visibility of membership data across all brands. Monitor membership sales, churn, recurring billing accuracy, and renewal performance. Provide leadership with clear insights on membership revenue, cancellations, and technician conversion. Ensure membership workflows are configured consistently and correctly across brands. Validate membership data during acquisition integrations.
AI Contact Center Management: Oversee backend configuration, performance, and optimization of AI-powered contact center tools. Monitor call routing, AI accuracy, customer experience metrics, and escalation patterns. Collaborate with Contact Center leadership to refine scripts, intents, and automations. Track and report on AI performance KPIs including booking rates, sentiment, and speed to answer. Ensure seamless integration between AI systems and ServiceTitan.
Technology Onboarding for New Teammates: Lead the technology onboarding process for all new hires across brands. Provision devices, accounts, permissions, and system access. Ensure new teammates are trained on required tools and platforms. Maintain standardized onboarding checklists and documentation.
Acquisition Technology Management: Lead all technology-related components of acquisition integrations. Assess existing systems, hardware, and data quality at acquired companies. Oversee migration into FCG’s tech stack, including ServiceTitan, email, devices, and cybersecurity. Ensure continuity of reporting, membership data, and operational workflows.
Reporting & Field Support: Deliver clear, concise, and actionable reporting to General Managers, the CFO, and the President. Provide data-driven recommendations to improve operational execution. Support GMs in preparing for weekly sprint meetings, service meetings, and performance reviews. Serve as a communication bridge between Finance, Operations, and the field.
Operational Excellence & Continuous Improvement: Identify inefficiencies and propose technology-driven solutions. Standardize reporting formats, dashboards, and data definitions across all brands. Partner with the CFO and President to drive platform-wide adoption of technology tools. Communicate proactively with stakeholders to ensure alignment and follow-through.