IT Systems Operations Manager

Pyrotek•Spokane, WA

2d•Onsite

About The Position

The IT Systems Operations Manager leads day-to-day IT operations across an assigned portfolio of sites and business units within Pyrotek’s global manufacturing organization. The role ensures technology infrastructure and support services are reliable, secure, consistent, and aligned with global IT standards. It leads and develops assigned systems and support personnel while improving the technology experience for team members and manufacturing operations. The manager oversees service delivery, incident and change management, site technology readiness, security and global IT standards, and continuous improvement. The role partners with site and business leaders, global technical teams, Information Security, vendors, and service providers to align technology with operational needs. It also supports technology budgets, purchasing, forecasting, service performance, risk, and capacity. The position is based at Pyrotek’s Spokane, Washington corporate office. Internal applicants at other Pyrotek facilities may be considered without relocating. Domestic and international travel of up to 25% is required, as is the ability to work outside normal business hours and participate in on-call support as business needs require.

Requirements

Bachelor's degree in Information Systems, Computer Science, Engineering, or a related field, plus at least seven years of progressive experience in IT operations, infrastructure, endpoint support, or service management; or an equivalent combination of education and experience.
Experience leading teams or cross-functional workstreams supporting multi-site manufacturing or other distributed, business-critical environments.
Working knowledge of endpoint computing, network fundamentals, enterprise systems, Microsoft/cloud services, cybersecurity controls, and IT service management.
Demonstrated experience with incident, problem, and change management.
Ability to coordinate technical specialists, vendors, and service providers.
Strong leadership, communication, analytical, problem-solving, and organizational skills.
Experience using operational data and metrics to identify opportunities and support informed business decisions.
Proficiency with Microsoft Office applications, including Word, Excel, PowerPoint, and SharePoint.
Ability to travel domestically and internationally up to 25%.
Ability to work outside normal business hours and participate in on-call support as business needs require.
U.S. Passport or ability to obtain one.

Nice To Haves

ITIL or equivalent practical service-management training.

Responsibilities

Oversee day-to-day IT operations and support services across assigned sites, business units, and territories.
Lead support teams in service requests, incident resolution, escalations, and communication.
Prioritize IT support according to business impact, urgency, and operational requirements; take accountability for recurring service issues through resolution.
Partner with site leaders and stakeholders to identify technology needs and improvement opportunities.
Coordinate incident, major incident, problem, and change-management activities.
Drive root-cause analysis and corrective actions to reduce recurring issues.
Ensure technology changes are planned, approved, communicated, and executed appropriately.
Use service data and operational metrics to improve reliability, efficiency, and user experience; promote automation, self-service, and standardized support practices.
Coordinate technology deployments, upgrades, refreshes, relocations, and site openings.
Monitor technology health, support coverage, lifecycle requirements, and operational risks.
Ensure local technology operations align with global architecture, security, and governance standards.
Partner with global technical teams on infrastructure, endpoint, connectivity, and workplace technology needs.
Support implementation of global IT policies, standards, and controls; partner with Information Security on compliance, vulnerability remediation, and security activities.
Coordinate business continuity and technology recovery readiness for critical site services and maintain documentation and operational accountability.
Lead, coach, and develop assigned IT systems and support personnel; establish expectations, provide feedback, and encourage professional growth.
Build cross-functional collaboration, knowledge sharing, documentation, and cross-training, while fostering accountability, communication, teamwork, and continuous improvement.
Coordinate local vendors and service providers.
Support technology budgets, purchasing, and forecasting within delegated authority.
Partner with site and business leaders to align IT priorities with operational needs.
Monitor service performance, risks, capacity, and improvement initiatives.