Manager of IT Systems & Support

Wine Enthusiast•Valhalla, NY

33d•Onsite

About The Position

We’re looking for a dynamic, motivated and resourceful team leader to oversee our IT Systems, Support & Infrastructure team. The Manager of IT Systems & Support will be responsible for leading and managing the day-to-day operations of all IT systems and services. They will be the primary point-of-contact for resolving technical issues, maintaining the security, integrity and operation of our employee-facing systems, providing employee support and driving process improvement and efficiency for the business. Reporting to the Vice President of Customer Experience & Technology, the Manager will lead a team of IT Support Analysts responsible for help desk operations, onboarding/off-boarding, network and printing infrastructure, cybersecurity, device management, building access, equipment upkeep, system access management and more. This is a hands-on role, where you’ll be both leading a small team but rolling up your sleeves to work with employees and systems directly. We’re building a best-in-class internal IT infrastructure and experience and need your help to take it to the next level!

Requirements

5+ years working in an IT support/help desk environment.
3+ years experience managing or leading a team of IT professionals.
Demonstrated experience leading an IT Help Desk and/or internal IT Support Team.
Experience working with Managed Service Providers (MSPs).
OS: Advanced knowledge of Windows, MacOS, and iOS.
Platforms: Google Workspace / GCP, Microsoft Active Directory / Office 365.
Tools: Advanced knowledge of RMM and MDM tools (Kandji, NinjaOne, Rippling)
Network: Experience configuring firewalls, wireless/wired access points, and VPNs.
Cloud/Server: Experience managing on-premises servers and virtual cloud environments.
Identity: Knowledge of SSO platforms and SCIM provisioning (Okta).
On-Site: This role is based in Valhalla, NY.
Travel: Quarterly travel to Perth Amboy, NJ to support warehouse environments.
Availability: Ability to be on-call after normal business hours and on weekends for critical emergencies.

Nice To Haves

Holds relevant IT certifications (CompTIA, Google IT, CCNA, ITIL, etc.).
Is extremely technically savvy and naturally curious about emerging tech trends.
Possesses knowledge of scripting and command-line interfaces for automation.
Excellent written/verbal skills with the ability to explain complex technical concepts to non-technical audiences.
High level of empathy and patience while assisting employees with varying levels of technical skill.
Customer-service oriented with a willingness to adapt to feedback.

Responsibilities

Lead the internal IT support team in daily operations, including equipment provisioning, user access management, and vendor oversight.
Hire, train, and mentor a team of IT Support Analysts.
Manage contracts, renewals, and relationships with existing technology partners and MSPs.
Document and maintain policies and procedures for all company-wide workflows and systems.
Identify opportunities to improve efficiency, security, and user experience.
Manage the IT Help Desk Ticketing System (Siit), ensuring accurate workflows, SLAs, and self-service support articles.
Provide direct end-user support to troubleshoot technical issues, access rights, and hardware failures.
Offer elevated, white-glove support to the Executive Team and Ownership.
Own the technical onboarding/off-boarding process (device procurement, setup, access management).
Support a dispersed workforce, acting as the bridge between on-site staff, warehouse operations, and remote employees.
Manage and maintain on-premises servers, virtual machines, VPNs, firewalls, and network infrastructure.
Oversee warehouse management systems, including printing and scanning infrastructure.
Ensure all systems and network infrastructure remain patched, updated, and secure.
Interface with HRIS applications to maintain the integrity of employee data.
Serve as the escalation point for critical system outages, network intrusions, and events triggered by SIEM/SOC providers (includes after-hours on-call availability).