IT Operations Manager
About The Position
Outdoor Living Supply (OLS), a wholesale distributor of outdoor living products serving contractors, dealers, and customers through locations across the United States, is seeking an experienced Manager, IT Operations. This hands-on technical leadership role oversees technology infrastructure, outsourced IT support, and service providers, helping keep services reliable, secure, and efficient across OLS locations while supporting technology improvements for the business. The manager oversees infrastructure and service-provider performance, leads improvement initiatives, provides technical guidance and troubleshooting, and advises the CIO on technology planning, vendor performance, investment decisions, costs, and operational efficiency. The role works collaboratively with IT and business teams, external providers, and the virtual Chief Information Security Officer. It is remote, with periodic domestic travel and occasional evening or weekend work for critical incidents, implementations, maintenance, and other business initiatives.
Requirements
- At least 10 years of progressive IT experience, including IT operations, infrastructure, service delivery, and technical leadership.
- Broad technical knowledge of enterprise networking, cloud infrastructure, Microsoft 365, identity management, and technology operations.
- Demonstrated experience managing outsourced IT services, managed service providers, and third-party technology vendors.
- Strong understanding of incident management, service delivery, performance measurement, and operational improvement.
- Ability to evaluate technical recommendations, challenge vendors constructively, and make sound decisions based on business needs and employee impact.
- Proven ability to influence stakeholders, drive accountability, and lead initiatives across teams without direct reporting authority.
- Strong communication, organizational, problem-solving, and leadership skills.
- Bachelor’s degree preferred, with equivalent experience accepted.
Nice To Haves
- Experience supporting multi-location organizations, particularly distribution or retail environments.
- Relevant technical or IT service management certifications.
Responsibilities
- Oversee the performance, reliability, and availability of networks, Wi-Fi, internet connectivity, servers, cloud infrastructure, and telecommunications across all locations.
- Provide operational oversight of Microsoft 365, identity management, collaboration tools, and IT management systems administered by third-party providers.
- Identify infrastructure risks and recurring issues, and coordinate improvements that strengthen reliability, efficiency, and scalability.
- Lead infrastructure initiatives in partnership with project management, internal teams, and external providers.
- Provide technical guidance and participate directly in troubleshooting and problem resolution when needed.
- Manage relationships with managed service providers, outsourced IT support, SaaS administrators, security providers, and technology consultants.
- Establish service expectations, monitor vendor and service desk performance, and hold providers accountable for timely, effective support.
- Develop service standards and reporting that highlight service quality, recurring issues, and improvement opportunities.
- Support incident coordination and escalation in partnership with the teams responsible for individual systems.
- Improve support processes, automation, and self-service to enhance employee productivity and satisfaction.
- Partner with the virtual Chief Information Security Officer and security providers to implement effective security measures within assigned services.
- Advise the CIO on technology planning, vendor performance, investment decisions, and opportunities to improve costs and operational efficiency.
- Build productive relationships across IT and the business, leading improvements through collaboration and accountability.
- Demonstrate OLS’s FORTITUDE values: Fun, Optimism, Respect, Teamwork, Integrity, Trust, Unity, Drive, and Empowerment.
Benefits
- Medical, dental, and vision insurance
- Company-paid life insurance
- Company-paid long-term disability (LTD)
- Legal/ID Shield coverage
- 401(k) with company match
- Paid time off and company holidays
- Career development and advancement opportunities
- Eligibility for a performance-based incentive program with competitive bonus earning potential based on company and store performance
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What This Job Offers
Job Type
Full-time
Career Level
Manager
