IT Manager

**Job Summary**
The IT Manager will lead and oversee all aspects of the organization’s technology strategy and day-to-day IT operations. This role requires a hands-on, technically proficient leader who can seamlessly shift between solving immediate support issues and driving long-term IT initiatives. The IT Manager is responsible for managing infrastructure, end-user support, cybersecurity, system administration and IT projects, while also contributing to strategic planning and business enablement through technology. This individual will play a critical role in aligning IT systems with business objectives, optimizing operational efficiency and implementing scalable, innovative solutions that address both current and future needs. Strong leadership, advanced problem-solving skills, and a practical understanding of emerging technologies will be essential in supporting the company’s growth. Experience with NetSuite is considered a strong asset.

**This role is a full-time on-site position

**Duties**
- Provide Tier 1 to Tier 3 support for all users, including desktops, laptops, Macs, mobile devices, VoIP systems, and peripherals.
- Own and manage the support ticket system, ensuring timely responses, SLA compliance, and thorough documentation.
- Train new employees on company systems and provide ongoing IT support and guidance.
- Administer Microsoft servers, Hyper-V virtual environments, and Active Directory.
- Maintain and secure the organization’s network, including switches, firewalls (e.g., Cisco Meraki), wireless networks, and VPNs.
- Monitor and support offsite backup solutions (e.g., DATTO) and cybersecurity tools (e.g., DarkTrace).
- Manage SAN/storage infrastructure and ensure robust disaster recovery plans are in place.
- Oversee VOIP/analog phone systems and related technologies.
- Plan and lead IT projects, including hardware/software rollouts, infrastructure upgrades, system migrations, and process improvements.
- Work cross-functionally to assess technology needs and deliver cost-effective, scalable solutions.
- Create technical documentation and SOPs for projects and recurring tasks.
- Provide full support for remote team technologies, including Emun sales app, laptops, and mobile devices.
- Coordinate new hire IT setup: equipment prep, app installation, FCC compliance documentation, and welcome communications.
- Support warehouse tech systems including RF scanners, barcode printers, and wireless infrastructure.
- Collaborate with leadership on the development of the IT roadmap, ensuring technology investments align with business goals.
- Manage vendor relationships, procurement, hardware/software renewals, and IT budgets.
- Maintain SSL certificates, domain registrations, and FTP/SFTP accounts with external partners (e.g., HSBC, RBC, Amazon FBA).
- Foster a culture of responsive, user-friendly IT support; mentor and guide junior tech support when the team scales.
- Ensure compliance with data security, privacy policies, and IT risk management practices.
- Stay current with technology trends and evaluate new tools and platforms that can enhance company operations.
- Other projects, tasks and duties as assigned

**Experience**
- Bachelor’s or master’s degree in computer science, business, or a related discipline
- Experience with eCommerce solution integration (e.g., Shopify) is considered a strong asset.
- NetSuite or other ERP implementation experience is considered an asset.
- Minimum of 10 years of progressively responsible experience in Digital Engineering, IoT, Cloud, Analytics, IT/OT, or related fields in a complex organization
- At least 5 years of experience in a management role, including project management, business relationship management, IT service management, or enterprise architecture.
- Organizational Change management experience
- Expert knowledge of a broad spectrum of IT infrastructure, systems and services.
- Familiar with IT/OT systems used to manage assets, networks, work and workforce/mobile workforce.
- Support developing sales plans and management of internal and external stakeholders for achieving revenues.
- Expertise in integrating technologies and management methodologies in a diverse environment, preferably in the Wholesale or Retail industries, with focus on services development, service operations, portfolio, program management.
- Demonstrated strategic conceptualization, analytical and planning skills.
- Superior staff management and project management skills; demonstrated verbal and written communication skills and effective strategic problem-solving, technical lead and facilitation skills.
- Demonstrated skill working effectively with a diverse group of key stakeholders and experience fostering an inclusive environment.

**Job Types**: Full-time, Permanent

Pay: $110,000.00-$120,000.00 per year

**Benefits**:

- Company events
- Company pension
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off