Information Technology Manager

The IT Operations Manager leads day-to-day IT operations across a multi-site, manufacturing-focused environment supporting the Kenosha and Chicago sales and order management functions, manufacturing operations, and core business applications. Operating within a matrixed support model, this role partners closely with decentralized IT teams while maintaining accountability for local execution, service quality, and business alignment. A key responsibility of this role is establishing operational clarity and control across a complex technology environment. The IT Operations Manager will improve visibility into systems, applications, endpoints, and digital assets, update and maintain documentation of the current-state environments, and work collaboratively with Group IT partners to strengthen governance, standardization, and operational readiness. This role serves as the primary interface between IT and business leaders, translating demand into structured, prioritized work through a disciplined intake and sprint-based delivery process. Success is measured by business system stability, predictable execution, clear communication, and strengthened confidence in IT thanks to consistent follow-through in a manufacturing environment where uptime and responsiveness are critical. Primary Responsibilities Lead day-to-day IT operations in Kenosha and Chicago manufacturing environments. Manage service desk operations, escalations, and end-user experience. Establish and maintain visibility into local IT assets, applications, integrations, and endpoints. Identify, document, and rationalize undocumented or non-standard systems in partnership with Group IT. Own and operate the IT intake, prioritization, and demand management process. Partner with business leaders to set expectations around scope, timing, and delivery. Coordinate ERP and application support to ensure operational stability and continuous improvement. Provide dotted-line leadership to Software Development Managers to align support and sprint delivery. Reinforce disciplined execution, communication, and accountability across IT work. Job Requirements Strong operational leadership in a matrixed or partially centralized IT model. Demonstrated ability to bring structure, visibility, and order to complex environments. Proven relationship-building skills across technical teams and business stakeholders. Experience managing intake, prioritization, and delivery processes in IT. Ability to operate effectively in environments with shared ownership and dependencies. Hands-on experience with IT service management (ITSM) ticketing platforms (e.g., ServiceNow) including incident, request, problem, and change workflows; SLA tracking, prioritization, and escalation management; and knowledge base / self-service enablement. Working knowledge of network infrastructure (switching, VLANs, Wi‑Fi, basic routing/WAN concepts) sufficient to partner with Group IT on network design improvements and to troubleshoot user-reported issues logically and methodically when incidents may be related to outages, configuration changes, or performance degradation. Proven experience managing and developing a help desk / service desk team in a manufacturing or plant environment, including scheduling/coverage, coaching, quality control, and driving consistent ticket handling and customer communication standards. Endpoint & identity management : strong working knowledge of Microsoft 365, Entra ID (Azure AD), Intune, device lifecycle, patching. Cybersecurity & compliance : local enforcement of security controls (MFA, least privilege, vulnerability remediation), plus coordination during security incidents. Asset lifecycle & procurement : inventory accuracy, refresh planning, standardization, and budget input for site IT needs. Project delivery : lead/coordinate site rollouts (network refreshes, line expansions) with clear scope, schedule, risk management, and cutover plans. OT/plant-floor awareness : familiarity working around production systems (shop-floor PCs, scanners, label printers) and understanding uptime/safety constraints—even if OT is owned by another team. Clear, consistent communicator who follows through on commitments. Ideal Experience: 5+ years of progressive IT leadership or IT operations management experience. Prior experience supporting manufacturing operations and plant environments. Hands-on experience with ERP systems and business-critical applications. Experience working within or alongside decentralized / Group IT organizations. Background in service management, application support, or IT operations preferred. Experience with an ITSM ticketing platform (e.g., ServiceNow) and service management practices (incident/request/problem/change; SLA reporting). Network fundamentals and exposure to LAN/Wi‑Fi environments (switches, VLANs, access points) with the ability to collaborate with Group IT on network improvements and structured troubleshooting during suspected outages or change-related issues. Experience managing a help desk / service desk team in a manufacturing or plant setting (coaching, coverage planning, escalation management, and continuous improvement). Experience leading teams through change, process improvement, and maturity-building efforts. Education Bachelor of Science in information technology, computer science, or related field preferred but not required. Special Job Requirements: Very limited travel may be required. Frequent presence (3-5 days a week) in Kenosha, WI is essential, and periodic presence (2-4 days a month) in our Chicago office will be necessary for success. #J-18808-Ljbffr Kenall