IT Manager

Role Overview

Overview

The IT Manager role is responsible for owning and advancing our technology applications, systems, vendor relationships, and IT initiatives across the portfolio. This role ensures that technology is aligned with business needs, scalable, and effectively supports operations and growth.

This position serves as both a strategic IT contributor and hands-on technical owner, working closely with the PMO and business unit leaders to deliver system improvements, drive standardization, and lead technology-related projects. The organization leverages an MSP for day-to-day infrastructure support, helpdesk, device management, and network operations. This role is accountable for ensuring that all IT services, systems, and initiatives - including those managed through the MSP - are executed effectively and aligned with company objectives.

This is a working leadership role that requires both the technical depth to solve problems independently and the organizational skills to manage multiple priorities across a dynamic business environment.

Reporting Structure

Reports to: Senior leadership

Direct Reports: 1 (IT Support Specialist role)

Defining a "Win" in the Role

A "win" in this role is defined by aligned, reliable, and scalable technology systems that support operations across the organization. Success looks like proactive identification and resolution of system gaps before they become operational problems, smooth coordination with our MSP, consistent delivery of technology projects, and growing confidence from business unit leaders that IT is a dependable partner in their work.

Key Accountabilities

1. Application & Systems Ownership
• Own and maintain core business applications across the organization, including operational platforms, productivity tools, and line-of-business software (e.g., BuildOps, HubSpot, Ninety.io)
• Ensure systems are effectively configured and maintained
• Identify application gaps, redundancies, and integration opportunities and bring forward recommendations
• Drive system standardization and alignment across companies where appropriate
• Serve as the primary point of escalation for issues that exceed MSP scope
• Support data extraction, reporting needs, and system integrations in collaboration with business unit leaders

2. Technical Project Management (PMO Alignment)
• Lead IT and application-related projects from initiation through completion
• Partner closely with the PMO to align priorities, timelines, and resources
• Translate business needs into technical requirements and actionable plans
• Coordinate internal stakeholders, MSP, and third-party vendors to deliver successful outcomes
• Participate in roadmap planning and contribute input on feasibility, sequencing, and effort; roadmap decisions are approved by leadership

3. MSP & Vendor Coordination
• Serve as the primary day-to-day point of coordination with our MSP, ensuring responsiveness, service quality, and issue resolution
• Monitor MSP performance against service expectations and escalate where needed
• Manage relationships with software vendors and other technology service providers
• Continuously evaluate vendor effectiveness and recommend improvements or changes
• Ensure that new technology initiatives are properly scoped and handed off to the MSP where appropriate

4. IT Operations, Governance & Reporting
• Establish and maintain IT standards, processes, and best practices
• Oversee user access management and conduct periodic audits
• Partner with our MSP to maintain a strong security posture across all environments
• Define and report on key IT metrics, system health, and vendor performance
• Manage IT spend within the approved budget; participate in the annual budgeting process and flag variances as needed

5. IT Support Leadership & Development
• Provide direction, prioritization, and day-to-day oversight to the IT Support Specialist role
• Support the professional development of IT support staff
• Ensure effective coordination between the internal support function and our MSP
• Drive continuous improvement of IT support processes and the end-user experience
• Assist in scaling the support function as the organization grows

3Outputs
• Well-owned, well-documented business applications with clear configurations and ownership
• Successful delivery of IT and application-related projects on-time and within scope
• Clear reporting on IT performance, system health, and vendor effectiveness
• Standardized systems and improved cross-company alignment
• Defined IT standards, processes, and documentation
• A productive, well-coordinated relationship with our MSP and other technology vendors

Skills & Experience
• Demonstrated experience owning business applications and technology systems end-to-end - not just supporting them
• Proven ability to troubleshoot, problem-solve, and drive resolution across unfamiliar systems and platforms
• Experience leading technology projects and coordinating cross-functional stakeholders
• Ability to translate business needs into technical requirements and actionable plans
• Experience working with managed service providers or external technology vendors
• Strong communication skills with the ability to interface effectively with both technical and non-technical stakeholders
• Organized, detail-oriented, and able to manage multiple priorities simultaneously
• Comfortable in a self-directed environment where initiative and ownership are expected

Required Technical Knowledge

Candidates are not expected to have prior experience with Cornerstone's specific platforms. We are looking for someone with the foundational knowledge and problem-solving ability to become proficient quickly.
• Solid working knowledge of cloud-based business applications, SaaS platforms, and Microsoft 365
• Familiarity with system integrations, API-based workflows, and process automation concepts
• Understanding of MSP-managed IT environments, including helpdesk models, endpoint management, and network infrastructure
• Working knowledge of IT governance, user access management, and security best practices
• Comfort working with data - extracting, organizing, and interpreting information from business systems
• Familiarity with AI productivity tools and emerging technology trends such as Microsoft Copilot, ChatGPT, and or Claude