IT Manager

IT Manager

Lahlouh's business model is built on solving end to end supply chain problems not simply processing transactional print orders. Lahlouh is a partner that focuses on developing collaborative, comprehensive solutions that endeavor to meet all the communication needs of our clients' dynamic and evolving marketplaces. Lahlouh's mission is to provide the highest quality, most cost-effective business communications solutions available. Core capabilities include: Sheet-fed Offset Print, Fulfillment / Distribution Logistics, Dynamic Digital & Large Format Print, Packaging Design & Print, Mailing, Marketing Promotions, Bindery & Finishing, Promotional Products, Online (e-commerce) Solutions, Workflow Automation Solutions

Position: IT Manager

Reports To: CIO

FLSA Status: Exempt

Department: IT

Location/Shift: Blue Ash, OH (Onsite) – Occasional travel to San Leandro, CA

Schedule: Full-Time

Position Overview: Lahlouh Inc., the leading nationwide digital printing company, is seeking an experienced and hands-on IT Manager to lead day-to-day IT operations across the organization. This position is based onsite at our Blue Ash, Ohio office and will manage a small, distributed team of internal IT staff and external support resources while remaining actively involved in the technical work required to support Lahlouh's employees, offices, and technology environment. Occasional travel to our San Leandro, California office will be required. This is a hands-on, player-coach position. The IT Manager will manage IT support and operations, coordinate IT projects and initiatives, support IT-related compliance activities, manage vendors, and oversee purchasing and administrative functions within IT. At the same time, this individual must be comfortable personally troubleshooting and resolving technical issues when needed, particularly for escalated issues or when local IT coverage is unavailable. The ideal candidate combines strong technical experience with leadership, organization, and communication skills and is equally comfortable working directly on a technical issue, managing the team, coordinating a project, working with a vendor, or communicating with business leadership.

Key Responsibilities:

• Lead day-to-day IT operations and provide direction, prioritization, and support to internal IT staff and external support resources.
• Manage, coach, and develop IT support personnel, including workload management, performance expectations, escalation support, and accountability.
• Remain actively involved in IT support and operations by personally troubleshooting and resolving technical issues when appropriate, particularly escalated issues and situations where local IT coverage is unavailable.
• Diagnose and resolve issues involving Windows workstations, Microsoft 365, user accounts and access, printers, networks and WiFi, hardware, business applications, and other end-user technology.
• Perform or assist with onsite technology and infrastructure work, including workstation deployments, equipment replacement, network and server room troubleshooting, cabling, printers, and other physical technology needs.
• Oversee help desk operations and ticket management to ensure issues and requests are appropriately prioritized, assigned, communicated, documented, and resolved.
• Serve as an escalation point for significant IT issues, outages, recurring problems, and technology needs affecting business operations.
• Coordinate and manage IT projects and initiatives from planning through completion, including priorities, timelines, internal and external resources, status tracking, issue resolution, and stakeholder communication.
• Lead IT-related compliance activities, including client security questionnaires, audit support, policy and procedure documentation, evidence gathering, remediation activities, and coordination with business stakeholders.
• Manage IT vendor relationships and coordinate IT purchasing and administrative activities, including purchase orders, invoice review, software and service renewals, licensing, hardware purchasing, and budget tracking.
• Maintain and improve IT documentation, including SOPs, knowledge base content, system and asset inventories, vendor information, infrastructure documentation, and escalation procedures.
• Support technology requirements across Lahlouh facilities, including office moves, infrastructure upgrades, network and telecommunications services, and onsite technology readiness. Travel occasionally to the San Leandro, California office to support projects, site needs, and the California IT team.

Required Qualifications:

• 5+ years of progressive experience in IT support, systems administration, infrastructure, IT operations, or a related technical role.
• 2+ years of experience leading, supervising, or providing technical direction to IT staff or support teams.
• Strong hands-on technical experience supporting Windows-based business environments, Microsoft 365, end-user hardware, printers, networking, WiFi, identity and access, and common business applications.
• Demonstrated ability and willingness to personally troubleshoot and resolve technical issues while also managing people, projects, vendors, and operational responsibilities.
• Experience serving as a senior technical escalation point and coordinating IT projects involving multiple stakeholders, vendors, or technical resources.
• Experience supporting IT compliance activities, including security questionnaires, audits, policies, evidence gathering, or related documentation.
• Strong troubleshooting and problem-solving skills with the ability to independently investigate issues and drive them through resolution.
• Strong written and verbal communication and organizational skills, with the ability to manage multiple priorities and communicate effectively with end users, technical staff, vendors, managers, and business leadership.
• Experience working with IT vendors and managing technology purchasing, licensing, renewals, invoices, or related administrative activities.
• Ability to work onsite full-time in Blue Ash, Ohio and travel occasionally to San Leandro, California as business needs require.

Preferred Qualifications:

• Experience in manufacturing, printing, logistics, distribution, or another operationally intensive business environment.
• Recent hands-on systems administration, infrastructure, networking, or senior-level technical support experience in addition to management responsibilities.
• Experience supporting SOC 2 audits, client security reviews, cybersecurity questionnaires, or similar compliance processes.
• Familiarity with ITSM/ticketing systems, endpoint management, remote monitoring and support tools, asset management, and IT documentation platforms.
• Experience managing office relocations, site expansions, network upgrades, infrastructure projects, or technology implementations.
• Working knowledge of cybersecurity fundamentals, backup and disaster recovery, business continuity, identity and access management, and vendor risk management. ITIL, Microsoft, networking, security, or project management certifications are a plus.

Compensation: Salary based on experience. This is a full-time, benefits-eligible role.