IT/OT Services Manager

ROBERT E MASON & ASSOCIATES INC•Charlotte, NC

6d•Hybrid

About The Position

The IT/OT Services Manager is responsible for the planning, management, and leadership of the IT/OT Services Team within a designated office location. This role actively participates in resource planning and provides ongoing support and guidance to service engineers executing work within the office. As a member of the IT/OT Management Team, the IT/OT Services Manager contributes to the development of standards for quality execution and helps drive operational efficiency and effective resource utilization. In addition, this position is responsible for the execution of IT/OT scope of work and the implementation of customer systems during project engagements. The IT/OT Services Manager serves as a significant contributor on customer projects, delivering high-quality solutions using a variety of software and hardware packages. The role works closely with project management and account management to ensure services are delivered on schedule, within budget, and in accordance with customer quality expectations. The IT/OT Services Manager also provides mentoring, coaching, and technical leadership to other IT/OT engineers. The IT/OT Services Manager is further expected to support sales and business development activities, including providing presales technical support, developing estimates and proposals, and contributing to operational and project management functions.

Requirements

Excellent intrapersonal, verbal, and written communication skills
Organized and reliable; Demonstrates integrity
Ability to work in team environment; a team player
Self-directed, self-motivated, and detail-oriented
Customer focused
US Citizenship required with valid driver’s license
B.S. in CHE, EE, ME, Comp. Eng., Comp. Sci., other related disciplines
7+ years of relevant OT experience; 5 years in a technical role
Knowledge of management practices, human behavior, and group dynamics
Demonstrated experience leading or overseeing technical solution design for industrial networks, virtualized infrastructure, and OT applications.
Working knowledge of Layer 3 industrial network architectures.
Familiarity with industrial software platforms such as historians, reliability, asset management, middleware, or analytics solutions.
Experience collaborating with cybersecurity teams and applying recognized OT security frameworks
Proven ability to support customer-facing activities, including presales technical discussions, solution scoping, and executive-level presentations.

Nice To Haves

Team/Project Leadership
Technical sales experience
VMWare/Hyper-V
Industrial Networking platforms wired and wireless (i.e. Cisco, Fortinet, Hirschmann)
Server and workstation architectures
System Administration
Backup & Recovery Solutions
Cybersecurity Solutions
Data Integration & Data Historians
Data Lakes and Data Fabric
DCS/PLC Experience
Edge environments

Responsibilities

Serve as the technical lead for presales engagements, helping customers understand solution architecture, capabilities, and value.
Support estimating and quoting activities by defining technical scope, assumptions, and delivery approach.
Act as a customer-facing technical consultant and presenter for IT/OT solutions at meetings and events.
Provide pre-sales support to outside sales team to position
Active participation in the bi-weekly resource planning meetings to align projected resource demands with development opportunities for IT/OT team members
Work closely with the Resource Coordinator to allocate technical resources to sales support opportunities and estimating tasks as needed
Work with Director of IT/OT Services to drive strategic company, department, and project objectives and communicate goals to IT/OT direct reports
Participate in Monthly IT/OT meetings and continuous improvement efforts
Promote compliance with IT/OT Project Management procedures, execution methodologies, and engineering standards within the IT/OT engineering team
Contribute to IT/OT Execution procedures and standards.
Identify opportunities for innovation and efficiency improvements within IT/OT workflow and project activity
Participate in project pursuit and proposal efforts representing the IT/OT and project management disciplines
Develop training plans for direct reports to ensure compliance and training requirements are satisfied to meet IT/OT certifications.
Develop and administer Career Development Plans for direct reports and propose opportunities and promotions for associates
Provide performance feedback for direct reports, both through annual Career Development Planning and regular one-on-one coaching meetings
Hold direct reports accountable for the achievement of objectives and for meeting the performance standards of the IT/OT Services team
Understand and interpret company policies and manage employees within the boundaries of those policies
Mentor and coach staff to foster skill enhancement, performance improvement, and regional development
Contribute to department training
Monitor utilization targets of direct reports and establish strategies to meet them
Work with Human Resources, and Director of IT/OT to ensure active recruitment of new staff
Regional travel to customer sites (50-70% Regional travel to customer sites (25-50% overnight) within North Carolina, South Carolina, and Virginia
Provide technical leadership and oversight for industrial Layer 3 network architectures, ensuring
Ensure network designs are secure, scalable, and aligned with customer and operational requirements.
Establish and review network architecture standards and design practices
Advise on complex industrial networking challenges, supporting engineering teams as needed.
Ensure network and infrastructure designs align with ISA/IEC 62443 and NIST 800-82 guidance.
Lead the architecture and deployment of virtualized OT infrastructure supporting critical industrial systems.
Guide engineering teams on high-availability infrastructure designs, including networking, storage, and recovery strategies.
Define and enforce best practices for OT system lifecycle management, including patching, backups, and disaster recovery.
Support modernization initiatives, including the migration of legacy physical systems to virtual platforms.
Lead and support the deployment and lifecycle management of industrial software platforms, including historians, reliability, asset management, middleware, and analytics solutions.
Ensure industrial applications are securely integrated with control systems, plant networks, and enterprise IT environments.
Provide architectural guidance for multi-layer industrial application solutions, including data integration and middleware components.
Provide technical leadership for non-Emerson and mixed-vendor solutions, supporting the expansion of IT/OT service offerings.

Benefits

Participation in the Employee Stock Ownership Program (ESOP)
Retirement plan, including a Safe Harbor contribution
Medical / Dental / Vision Insurance
Employer paid Life Insurance and Long-Term Disability Insurance
Generous paid leave options that include vacation time, sick leave, personal leave time, R.E. Mason Way Half Day, paid Jury Duty, and paid Bereavement Leave
Paid Parental Leave
Paid company holidays
Career Development Program
Retirement and Financial Wellness program
Employee Assistance Program (EAP)
Alternative/Hybrid Work Schedules