Requisition ID: 21248

Remote Work Available: No

Position Summary

The IT Operations Manager is responsible for leading enterprise IT operations, support services, asset management, logistics, and technology lifecycle programs across retail, cultivation, manufacturing, corporate locations, and individual end-users. This role provides strategic oversight of end-user support, field services, IT logistics, warehouse operations, asset governance, hardware procurement, deployment programs, and device lifecycle management.

The manager ensures operational excellence through effective service delivery, asset accountability, process standardization, vendor management, and continuous improvement. This position serves as a key liaison between IT and business stakeholders while driving technology readiness, inventory accuracy, operational efficiency, and exceptional customer service.

Key Responsibilities

IT Operations Leadership

• Lead and develop IT Operations, Asset Management, and Logistics teams.
• Establish operational goals, KPIs, SLAs, and performance metrics aligned with organizational objectives.
• Manage daily support operations and escalation processes to ensure timely resolution of incidents and requests.
• Partner with IT leadership to develop and execute strategic technology initiatives.
• Drive continuous improvement efforts that enhance service quality, efficiency, and customer satisfaction.

Asset Lifecycle Management

• Own the end-to-end lifecycle of IT assets from procurement through retirement.
• Establish and maintain enterprise asset management standards, processes, and controls.
• Ensure asset inventory accuracy through audits, reconciliations, and governance practices.
• Oversee asset tracking, labeling, warehousing, deployment, recovery, redeployment, and decommissioning.
• Ensure compliance with software licensing, hardware standards, security requirements, and asset disposal practices.
• Budgeting and Cost Optimization: Work with finance, accounting, and procurement teams to forecast IT asset needs, control costs, and maximize return on investment.
• Stakeholder Collaboration: Serve as the primary point of contact for IT asset-related inquiries. Collaborate with IT, legal, compliance, and business units to align technology strategies with organizational needs.

Logistics & Warehouse Operations

• Oversee enterprise IT warehouse operations, inventory control, and stock management.
• Direct device kitting, imaging, staging, shipping, receiving, and deployment activities.
• Ensure technology is ready for new store openings, facility expansions, relocations, and refresh initiatives.
• Create procedures that improve efficiency, quality, and inventory accuracy.
• Track inventory levels and forecast demand to minimize shortages and excess stock.
• Manage strategic vendor relationships supporting IT asset procurement, deployment, installation, and lifecycle management.

Technology Deployment & Refresh Programs

• Lead enterprise technology refresh initiatives and hardware replacement programs.
• Coordinate deployment schedules, vendor activities, logistics, installation, and asset-control requirements.
• Ensure successful execution of new-store technology implementations and infrastructure readiness.
• Facilitate in the development of project plans, readiness assessments, and status reporting for initiatives.

Vendor & Financial Management

• Manage relationships with hardware suppliers, logistics partners, and support vendors.
• Monitor vendor performance against contractual obligations, service levels, and quality standards.
• Assist with budgeting, forecasting, procurement planning, and technology lifecycle costing.
• Identify cost-saving opportunities through process improvement, demand planning, and vendor optimization.
• Cultivate business partnerships with vendors and service providers in alliance with the Vendor Management Office.

Service Management & Governance

• Monitor service performance metrics, operational dashboards, and customer experience indicators.
• Develop and maintain policies, SOPs, knowledge articles, work instructions, and process documentation.
• Lead operational response for major incidents and support business continuity and disaster recovery activities.
• Ensure adherence to IT governance, security, compliance, records, and audit requirements.
• Provide regular reporting, trend analysis, risks, and operational insights to leadership.

Leadership & Team Development

• Recruit, coach, mentor, and develop high-performing IT Operations and Asset Management professionals.
• Conduct performance management activities and support career development and succession planning.
• Foster a culture of accountability, collaboration, innovation, safety, and customer service excellence.
• Promote cross-functional partnerships with Retail, Manufacturing, Cultivation, Construction, Facilities, Procurement, Supply Chain, Finance, Security, and vendor teams.

Qualifications

Required

• 5+ years of progressive experience in IT operations, asset management, logistics, service management, infrastructure support, or a related discipline.
• 2+ years of people leadership experience.
• Experience managing enterprise asset programs, geographically distributed support operations, and large-scale technology deployments.
• Strong understanding of ITIL principles, service delivery, incident management, and operational support.
• Experience with inventory management systems, asset tracking platforms, CMDB practices, procurement workflows, and service-management tools.
• Excellent communication, organizational, analytical, financial, and stakeholder-management skills.
• Ability to travel and support occasional evening, weekend, or emergency operational requirements.

Preferred

• Bachelor's degree in Information Technology, Business Administration, Supply Chain Management, or a related field, or equivalent professional experience.
• ITIL certification.
• Experience supporting geographically distributed retail, manufacturing, cultivation, or other operations.
• Experience managing IT warehouse and logistics operations.
• Project management certification such as PMP, CAPM, Agile, or equivalent experience.
• Experience with enterprise asset management, endpoint management, discovery, and CMDB platforms.

Success Measures

Measure

Indicators

Asset Governance

Inventory accuracy, audit results, asset recovery, and compliant disposition

Service Delivery

SLA attainment, ticket performance, escalation response, and customer satisfaction

Deployment Readiness

On-time new-store, refresh, facility, and executive-support readiness

Operational Efficiency

Warehouse throughput, shipment accuracy, stock availability, and cycle-time improvement

Financial Stewardship

Budget performance, lifecycle planning, cost avoidance, and vendor value

Team & Partnerships

Employee development, cross-functional alignment, and stakeholder confidence

Work Environment & Physical Requirements

• Work is performed typically in office and warehouse with some remote work flexibility.
• Ability to remain seated or standing for extended periods and use standard computer and communications equipment.
• Ability to travel between facilities and work around active operational environments.
• Ability to lift, move, or coordinate the movement of IT equipment in accordance with company safety practices and applicable requirements.
• May require occasional travel to company sites or vendor locations.

Please apply directly through our official careers site or authorized recruitment channels. Using third-party application services may create issues with your applicant profile and lead to processing delays.

Salary will be commensurate with experience. A comprehensive benefits package including paid time off is offered with this position.