IT Operations and Applications Manager

Job Title: IT Operations & Applications Manager

Learn more about the general tasks related to this opportunity below, as well as required skills.

Work Location: Hybrid in Miami, FL 33172

Position Overview

We are seeking an experienced IT Operations & Applications Manager to oversee the day-to-day technology environment supporting our corporate offices and warehouse operations.

This role will lead our infrastructure and help desk functions and serve as a key point of accountability for IT operations, infrastructure, cybersecurity coordination, end-user technology, and enterprise applications.

The ideal candidate is a hands-on IT leader who combines strong technical expertise with effective team, vendor, and stakeholder management. This position does not require deep SAP development or consulting expertise; however, the successful candidate should have experience working within an ERP environment and be comfortable supporting users, assessing issues, coordinating with external SAP partners, and driving issues and enhancement requests through resolution.

Key Responsibilities

IT Operations & End-User Support

• Lead day-to-day IT support and help desk operations, ensuring timely resolution and appropriate escalation of technical issues.
• Lead, coach, and support infrastructure engineers and help desk analysts.
• Serve as an escalation point for complex technical issues and provide hands-on support when needed.
• Establish and monitor service levels and performance expectations for IT support.
• Oversee IT requirements for employee onboarding, offboarding, and role changes, including accounts, permissions, devices, and software access.
• Maintain accurate inventories of hardware, software, licenses, mobile devices, and other technology assets.
• Develop standards for technology provisioning, maintenance, replacement, and lifecycle management.
• Identify recurring issues and implement solutions that improve reliability and the employee technology experience.

Network & Infrastructure

• Oversee infrastructure supporting corporate offices and warehouse operations.
• Manage and monitor networks, Wi-Fi, internet connectivity, firewalls, VPNs, switches, access points, printers, scanners, conference room technology, and related equipment.
• Coordinate infrastructure installations, upgrades, maintenance, and troubleshooting.
• Ensure appropriate monitoring, redundancy, backup, recovery, and business continuity processes are in place for critical systems.
• Manage relationships with internet, telecom, network, hardware, and infrastructure vendors.
• Ensure warehouse technology and connectivity support reliable, continuous business operations.

Cybersecurity & Access Management

• Coordinate day-to-day cybersecurity practices and partner with external cybersecurity providers when specialized expertise is required.
• Oversee endpoint protection, patch management, MFA, access controls, firewall policies, and device security.
• Manage employee system and application access in accordance with company policies.
• Coordinate responses to security incidents, suspicious activity, vulnerabilities, and other technology risks.
• Support cybersecurity awareness and employee training initiatives.
• Assist with IT security assessments, audits, compliance requirements, and remediation activities.
• Maintain and periodically test backup, disaster recovery, and business continuity procedures.

Enterprise Applications Environment Management

• Serve as the primary internal IT point of contact for the company's SAP S/4HANA and other enterprise applications environment.
• Assess reported issues and coordinate resolution with business users and external partners.
• Maintain documentation related to recurring issues, system changes, configurations, and support procedures.
• Oversee WordPress environments, including platform stability, plugin compatibility, updates, and security patching.
• Maintain visibility into key enterprise applications, integrations, licenses, vendors, and support arrangements.

Vendor Management & Technology Planning

• Serve as an escalation point between internal business teams and external technology providers.
• Establish service expectations and escalation procedures with technology vendors.
• Monitor vendor performance, response times, service quality, and recurring issues.
• Review technology contracts, renewals, licensing, and vendor costs in partnership with leadership, Procurement, and Finance.
• Identify opportunities to consolidate vendors, optimize licensing, and improve technology spending.
• Coordinate new system implementations, upgrades, migrations, and other technology projects.
• Assist with developing and managing the annual IT operating and capital budget.
• Maintain technology roadmaps for infrastructure, end-user computing, security, and enterprise applications.
• Develop and maintain IT policies, procedures, system inventories, documentation, and technology standards.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field preferred; equivalent professional experience will be considered.
• 7–10+ years of progressive IT experience across IT operations, infrastructure, end-user support, or enterprise applications.
• Previous experience leading or overseeing IT help desk/support functions and technical teams.
• Strong knowledge of corporate networks, Wi-Fi, firewalls, VPNs, endpoint management, identity and access management, and general IT infrastructure.
• Experience with Microsoft 365 and Entra ID/Azure AD or similar enterprise productivity and identity platforms.
• Experience working within an ERP environment is required.
• SAP S/4HANA or SAP ECC experience is strongly preferred, particularly experience supporting users and coordinating with SAP implementation or support partners.
• Experience managing external IT vendors, MSPs, consultants, and technology partners.
• Working knowledge of cybersecurity principles, endpoint protection, access controls, vulnerability management, backup, and disaster recovery.
• Strong troubleshooting and problem-solving skills with the ability to identify ownership and drive issues through resolution.
• Strong project management, organizational, and documentation skills.
• Excellent communication skills with the ability to work effectively with both technical and non-technical stakeholders.
• Comfortable working in a hands-on environment and personally assisting with technical issues when needed.

What We're Looking For

We're looking for a well-rounded, hands-on IT leader who takes ownership and drives results. The ideal candidate can move comfortably between troubleshooting a technical issue, coaching an IT team member, discussing an SAP business-process concern with a department leader, and managing an external vendor through resolution of a critical issue.

Experience supporting an organization that uses SAP, Oracle, Microsoft Dynamics, or another enterprise ERP platform is highly valuable.

This is not an SAP developer or specialized SAP consulting position. xhyhwjd Our priority is finding an experienced IT leader capable of owning the broader technology environment while effectively coordinating specialized internal and external resources.