IT Services Manager

Job Description

Job Description

Title: Information Technology (IT) Services Manager

Reporting Manager: Chief Information Officer (CIO)

Entity: SurfaceCycle Corporate

Location: Colorado (or a SurfaceCycle location / hybrid)

FLSA Status: Exempt

Compensation: Estimated Annual Base Salary Range $115,000 - $155,000 with annual discretionary bonus; compensation offered will depend on level of experience; total compensation package includes full suite of benefit offerings, paid time off, and more!

POSITION OVERVIEW:
The Information Technology (IT) Services Manager is a hands-on functional manager role responsible for the execution and continuous improvement of IT services across SurfaceCycle’s operations. This position ensures the reliability, security, and performance of IT systems while fostering a high-quality user experience. The IT Services Manager will collaborate closely with site leadership and the CIO to align IT initiatives with business goals, oversee support operations, and drive innovation in service delivery and infrastructure management.

ESSENTIAL JOB DUTIES:

• IT Service Delivery & Support
  1. Oversee the delivery of IT services across all locations, while bridging tactical execution with strategic alignment and goals.
  2. Supervise part-time IT Support Specialists and IT Vendors, ensuring proactive support and high user satisfaction.
  3. Provide direct technical support as needed, including troubleshooting and resolving hardware/software issues.
  4. Ensure users feel supported and valued through excellent customer service and communication.
  5. Perform work remotely and occasionally travel to U.S. sites for software launches, hardware deployments, and employee training.
  6. Take charge of IT escalations in a way that will solve problems through personal knowledge, experience or by reaching out to other industry experts.
  7. Effectively guide IT teams and manage vendors.
  8. Develop easy to follow application process instructions.
  9. Train large groups of users with varying levels of technical proficiency on new systems.
• Project & Process Management
  1. Develop company-wide mobile and desktop lifecycle programs.
  2. Effectively manage IT projects from planning to execution.
  3. Drive software migrations and deployments across the enterprise.
  4. Operate with a high level of independence and self-discipline.
  5. Manage a dynamic project list with agility and prioritization while adhering to deadlines and organizational standards.
  6. Develop visual representations of IT systems and processes.
• Systems Administration & Infrastructure
  1. Maintain expert-level knowledge of key systems and ensure administration aligns with corporate standards.
  2. Manage and support infrastructure including servers, networks, and cloud services.
  3. Manage outsourced Infrastructure and Security support teams to ensure stability, quick resolution and prevention of future problems.
• Incident, Problem & Change Management
  1. Lead incident response and root cause analysis to minimize downtime and prevent recurrence.
  2. Collaborate with the CIO to plan and execute changes with minimal disruption.
• Strategic Planning & Continuous Improvement
  1. Identify opportunities to improve IT service delivery and implement efficiency-enhancing strategies.
  2. Develop and maintain IT service strategies, policies, and documentation.
  3. Support the CIO in budgeting and forecasting for IT operations.
• Compliance, Security & Risk Management
  1. Ensure IT services comply with security standards and regulatory requirements.
  2. Lead the development and implementation of a comprehensive IT security plan.
  3. Escalate complex issues to senior leadership as needed.
  4. Maintain required confidentiality and follow protocols to properly protect system based information across the enterprise.
• Business Alignment & Innovation
  1. Partner with site General Managers, HR, Finance and Executive leadership to align IT systems with operational needs and corporate commonality.
  2. Develop a sense of ownership to drive the success of the company. Discover new ways of using technology to improve our competitiveness.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

• A bachelor’s degree in a related field or equivalent work experience
• A minimum of 5 years of experience directly providing support services to end users; front line support help desk team management experience strongly preferred.
• Excellent communication and interpersonal skills when interacting with users and stakeholders; proven ability to effectively manage vendors and IT teams.
• Demonstrated customer-first mindset, including the ability to build trust and rapport while providing technical support.
• Experience with multiple forms of cybersecurity, intrusion software and best practices is critical; previous experience leading or responding to a significant cybersecurity incident.
• Strong analytical and problem-solving skills including data recovery and corruption while ensuring the integrity and security of critical business information.
• Previous experience of supporting HR, Finance, Operations, and Construction workflows is critical.
• Previous experience with corporate merging IT systems is desired. Data migration is a plus.
• Data analysis skills dealing with large datasets in a Database environment preferred.
• Required Technology Experience
  1. Microsoft 365 administration
  2. Mobile Andriod and iOS Phones, Tablets
  3. Exchange Online
  4. Active Directory
  5. Entra ID, Intune
  6. Sharepoint administration
  7. Windows Server Experience
  8. Azure Cloud
  9. Switchs, Firewalls, Routers and Wireless Access Points
  10. Powershell scripting
  11. Mobile platforms - MDM deployments of Phones, Tablets and Computers (preferably Android and iOS).
• Preferred Technology Experience
  1. SQL Server, Microsoft Access, ODBC
  2. Apple iOS, Microsoft Teams
  3. Exchange online, MDO/MDE Sentinal
     • Knowbe4, Screenconnect Remote Management
     • ChatGPT/Copilot
  4. ERPs: Bid2Win, Sage 300CRE, ComputerEase, NetSuite, Salesforce, Tableau, Power BI, Visio, or Smartsheets
     • Hardware: Dell, Microsoft Surface Pro, Apple/Macintosh devices, HP Aruba, Linksys, Unifi AP’s / Dream Machine
     • Frameworks & Standards: Six Sigma, CMM, NIST+, SOX (Sarbanes-Oxley)

WORKING CONDITIONS AND PHYSICAL DEMANDS:

• Ability to work in diverse settings, including corporate office environments, remote locations, and on-site facilities relatively free from environmental conditions or hazards.
• Ability to travel to on-site locations as required to address immediate in-house needs.
• Occasionally works in an indoor office relatively free from environmental conditions or hazards.
• Must be able to work around moving objects, vehicles, and machinery with moving parts.
• Must be able to push, pull and lift 25 pounds to an overhead position.
• Must be able to stand, walk, kneel, bend, and twist body.
• Tolerance to sounds and noise levels that are distracting or uncomfortable.
• Must be able to wear personal protective equipment, including hard hats, safety goggles, safety vests and/or ear plugs.

DISCLAIMER:

To perform this job successfully, an individual must be able to perform each essential job responsibility satisfactorily. This job description is not to be construed as all inclusive. Employees may be required to perform any other job-related task as requested. Reasonable accommodations may be considered and implemented to enable individuals with qualified disabilities to perform the essential functions.

SurfaceCycle is an Equal Opportunity Employer.