Manager, IT Operations

Grainger Businesses•Allouez, WI

4d•Hybrid

About The Position

Imperial Supplies, a Grainger Company, is a national distributor of quality maintenance products. Serving the fleet maintenance industry since 1958, Imperial has formed lasting relationships with customers by tailoring our services to meet their changing needs. Our welcoming workplace enables you to learn, grow and make a difference by keeping businesses running and their people safe. As a Great Place to Work-Certified™ company, we’re looking for passionate people to join our team as we continue leading the industry. Are you an IT professional that enjoys helping your team and organization grow? If so, we want to talk to you! We are seeking a dynamic IT Operations Manager to join our team at Imperial Supplies. Start your career with a company whose motto is “People First”.

Requirements

Excellent leadership and people management skills
Strong technical background
Excellent analytical and troubleshooting skills paying close attention to detail
Great communication skills, both written and verbal
Ability to multitask and set priority based on customer impact while working in a fast-paced environment
Ability to work efficiently, under limited supervision, while collaborating as part of a larger team
Flexible and able to accept changes in priorities as necessary
Ability to take ownership of issues and demonstrate follow through to resolution meeting or exceeding customer expectations
Experience with typical support tools such as ticketing systems, desktop/server remote access technologies, documentation management systems
Ability to write and maintain process and end user documentation
Bachelor's degree in computer science, information technology, or a related field
3-5 years’ experience in an IT operations support position
Computer knowledge including hardware/software (Microsoft Windows and Office applications) and networking.

Nice To Haves

Bachelor's degree in computer science, information technology with an emphasis in business leadership.
At least two years of experience as an IT Operations Manager or in a technical support role including Microsoft Windows and Office applications.
Experience supporting end user issues related to line of business applications including networking, server administration, voice systems and direct support of distribution center/warehouse equipment is a plus.

Responsibilities

Responsible for maintaining daily IT Operations, including system monitoring, defining, and maintaining operating procedures, implementing new technologies and processes to improve efficiency and productivity.
Leading and monitoring team performance, conducting performance evaluations, mentoring, training, and developing feedback reports.
Participates with the VP, Information Technology in the strategic planning process to develop goals and coordinate activities between all other functional areas.
Responsible for monitoring key system performance metrics.
Creates, assigns, and manages support issues in the IT ticketing system; monitors and/or escalates tickets ensuring any company-critical event-based system issues are resolved in a timely manner to minimize business or customer impact.
Communicating with business partners and providing in-person and phone support for Imperial business systems and user applications if required.
Asks questions of end users and explores complexity of issue/problem to better understand and properly prioritize the inquiry.
Communicating with parent company technical partners on issue resolution including security threat detection and vulnerability patching.
Troubleshooting and resolving technical issues.