Job Type

Full-time

Description

Role Overview:

As the IT Manager at ERock, you will lead the delivery, reliability, and continuous improvement of enterprise IT services, infrastructure, and end-user support. You will serve as the primary escalation point for companywide IT issues while ensuring systems, tools, and processes are secure, scalable, and aligned with business needs. This role blends hands-on operational leadership with strategic oversight -driving IT service excellence, improving user experience, and enabling productivity across a distributed, mission-critical environment, with a strong focus on automation and operational efficiency.

Key Responsibilities:

• Lead day-to-day IT operations across end-user support, systems, and infrastructure services in a multi-location environment.
• Own the IT helpdesk function, including ticketing workflows, SLAs, knowledge base management, and continuous process improvement.
• Serve as the primary escalation point for complex technical issues, ensuring timely resolution and clear communication to stakeholders.
• Oversee lifecycle management of IT assets, including hardware, software, licenses, and subscriptions.
• Manage onboarding and offboarding processes, ensuring secure and seamless provisioning and deprovisioning of user access and devices.
• Partner with infrastructure, network, security, and business applications teams to troubleshoot issues and maintain system reliability.
• Ensure effective data backup, disaster recovery, and business continuity processes are in place and regularly validated.
• Develop, implement, and enforce IT policies, standards, and procedures to ensure consistency, security, and compliance.
• Lead and develop IT support staff, including hiring, coaching, performance management, and career development.
• Plan and execute IT projects such as system upgrades, software deployments, and workplace technology improvements within budget and timelines.
• Manage vendor relationships, including third-party support providers, licensing, and service performance.
• Drive automation initiatives across IT operations, including user provisioning, device management, ticket routing, and routine support tasks to improve efficiency and reduce manual effort.
• Identify opportunities for process optimization and implement automation tools (e.g., scripting, workflow automation, endpoint management) to enhance service delivery and scalability.

Requirements

Basic (Required) Experience:

• Bachelor's degree in Information Technology, Computer Science, or related field.
• 7+ years of experience in IT operations, infrastructure, or end-user support roles, with progression into leadership responsibilities.
• Demonstrated ability to lead teams, manage priorities, and deliver IT services in a fast-paced environment.
• Experience implementing or leveraging automation (e.g., PowerShell, scripting, RMM/MDM tools, workflow automation) to streamline IT operations.
• Proven experience managing IT support functions (helpdesk/service desk) and ticketing systems.
• Strong knowledge of enterprise IT environments, including networks, servers, operating systems, and end-user technologies.
• Experience with IT service management (ITSM) principles and frameworks (e.g., incident, problem, and change management).
• Hands-on experience with Microsoft ecosystems (e.g., Windows, Azure AD/Entra ID, Microsoft 365).
• Experience managing vendors, service providers, and technology contracts.

Preferred Qualifications:

• Experience supporting distributed or field-based operations (e.g., energy, industrial, or asset-heavy environments).
• Familiarity with cybersecurity practices, access control, and risk management frameworks.
• Experience implementing or improving ITSM platforms and service delivery models.
• Exposure to cloud platforms (Azure), endpoint management tools, and mobile device management (MDM).
• Experience supporting compliance or audit requirements in regulated environments.
• Relevant certifications (e.g., ITIL, Microsoft, CompTIA, or similar).

What Success Looks Like:

Within the first 3-6 months, IT services are operating with clear structure, accountability, and measurable performance. The helpdesk function is efficient, well-managed, and delivers consistent service levels with improved response and resolution times. End users experience reliable, responsive support and minimal disruption to their work.

Core systems, devices, and access management processes are standardized and well-governed, with strong onboarding/offboarding workflows and asset visibility. Automation is embedded into routine IT operations - reducing manual effort, improving consistency, and accelerating service delivery.

The IT team is engaged, growing, and operating effectively with clear priorities and ownership. Cross-functional collaboration is strong, and business stakeholders view IT as a dependable partner that enables productivity, scalability, and operational success.

Benefits:

• Medical, Dental, Vision, and Prescription Drug Insurance
• Company-Paid Life Insurance
• Flexible Spending Account (FSA)
• Wellness Programs and Incentives
• 401(k) Retirement Plan & Company Match
• Paid Time Off - Sick & Vacation Time
• Paid Holidays
• Hybrid Work Schedule!

Do you have what it takes to join the ERock team? Send us your cover letter and resume today.