IT Services Manager

Joy Baking Group•Hermitage, PA

6d•$80,000 - $110,000•Onsite

About The Position

The IT Services Manager is responsible for overseeing the delivery, coordination, and continuous improvement of IT support services across all Joy Baking Group locations. This includes managing internal support workflows, ticketing systems, and the system performance of co-managed service providers (MSPs). The role acts as a key liaison between the business, internal IT staff, and external vendors to ensure reliable, responsive, and end-user focused IT service delivery in support of a 24/7 manufacturing environment.

Requirements

Must be highly organized and able to manage multiple priorities and service demands in a fast-paced environment
Strong problem-solving skills with the ability to triage, assess, and escalate technical issues appropriately
Excellent communication skills, both verbal and written, to interact effectively with technical and non-technical users across all levels of the organization
Ability to build positive working relationships with internal staff, MSPs, and business stakeholders
Must be detail-oriented, self-motivated, and capable of working independently with minimal supervision
Comfortable leading meetings, conducting performance reviews, and facilitating service improvement discussions
Ability to analyze support data and produce actionable reports on IT service performance
Must have full use of arms and legs and be able to climb stairs to access all areas of the plant and offices
Able to kneel, squat, bend, stoop, twist, and lift >20lbs. on an occasional basis
Ability to work flexible hours as needed, including participation in on-call rotation support planning
Able to travel up to 10% to other Joy Baking Group sites
Bachelor’s degree or equivalent IT work experience
Proven experience as an IT Operations Manager, supervising IT support staff
5+ years of experience managing complex IT operations, with a focus on system administration, end-user support and managing server, and desktop computing environments
Experience managing or coordinating with a Managed Service Provider (MSP) or co-managed IT support model
Strong understanding of ITIL service management principles and best practices
Hands-on experience with IT ticketing systems (e.g., Freshservice, Jira, Zendesk, ServiceNow)
Proficiency with Microsoft 365, Windows environments(PCs and Server), Active Directory, and remote support tools

Nice To Haves

ITIL certification preferred
Experience coordinating support for multi-site or manufacturing environments is preferred
Familiarity with hardware/software asset tracking, license management, and vendor coordination

Responsibilities

Manage the day-to-day operation of end-user IT support across all sites
Establish, monitor, and enforce service level agreements (SLAs) with internal staff and Manage Service Provider (MSPs)
Implementing IT service strategies to optimize service quality, efficiency, and user experience
Act as the point of escalation for unresolved or high-priority support incidents
Coordinate user onboarding/offboarding and IT asset provisioning with HR and business units
Ensure on-call support schedules are maintained and communicated across teams
Manage relationships with external support providers, including MSPs, telecommunications, and IT hardware/software vendors
Conduct regular performance reviews and service quality checks with MSPs
Monitor system availability and ensure infrastructure alerts and escalations are being addressed
Support the transition of infrastructure changes or outages between MSPs
Work with MSP to develop and maintain escalation processes and knowledge base content
Drive continuous improvement in service delivery, ticket handling, and communication
Collaborate with MSP on change control and incident management processes
Provide regular reporting on ticket volumes, resolution times, SLA compliance, and user satisfaction
Identify recurring issues and work with appropriate teams to develop long-term solutions
Track hardware/software inventories and license renewals in coordination with MSP and procurement