Manager of IT Operations

KUIU is obsessed with engineering the world's most innovative performance hunting gear. Our founder, Jason Hairston, had a vision for hunting gear that pushed the boundaries of performance, ultralight weight, and technology development. KUIU lives that vision every day with our customers and employees. As the Manager of IT Operations, this role would directly ensure technology systems are up, performative, and defect free. As a small team, KUIU seeks a strong technical professional with IT Operations expertise to help drive IT Operational excellence and ensure as issues arise they are quickly identified and worked to resolution. As a direct-to-consumer brand, KUIU expects to be on the leading edge of creating compelling digital experiences that deliver high user satisfaction, engagement, and conversion while delivering insights that guide real-time decisions across the business. The right candidate will have a bias for action and problem solving that reflects the real-time needs of a customer-obsessed brand committed to delivering results every day. KUIU is intentionally lean. The successful candidate must be comfortable being a doer, not a dispatcher. This role requires direct ownership, comfort working without layers of support, and the ability to receive direct, candid feedback and apply it quickly without defensiveness: Operate as an on-site in office hands-on individual contributor on a small IT team; this is not a people-management role. Personally own work from intake through resolution, including triage, troubleshooting, communication, documentation, and follow-up. Move between strategic thinking and tactical execution, including hands-on work in systems, tools, integrations, and support queues. Receive direct feedback professionally, adjust quickly, and maintain a low-ego, high-accountability approach. This role requires regular in-office presence. Candidates must be willing and able to commute to the Dixon office daily, with limited flexibility for hybrid work. Role and Responsibilities Own and personally execute issue intake, prioritization, troubleshooting, resolution, and post-incident follow-up across the technology ecosystem. Log, track, troubleshoot, and resolve open incidents through problem management tools. Provide direct support for technology platforms and services used by both customer-facing and internal stakeholders. Configure, monitor, and support key ecommerce, service, ERP, and integration platforms, including Shopify, NetSuite, Celigo, Jira, and related tools. Build relationships and communicate clearly across the organization, keeping stakeholders informed with transparent status, risks, and next steps. Facilitate and provide direct end-user support within the organization. Ensure SOPs and processes are followed, improve documentation, and coach users where needed while remaining directly involved in execution. Troubleshoot store technology, including network, hardware, integration, mobile, POS, and software issues. Partner with vendors and external resources when needed while retaining accountability for outcomes and follow-through. Professional Qualifications Excellent knowledge of IT systems and infrastructure. Demonstrated hands-on experience supporting IT systems, applications, integrations, and end users. Comfortable working on a small IT team with limited layers, high ownership, and direct execution expectations. Strong organizational skills and ability to manage multiple active issues without losing follow-through. Outstanding communication and interpersonal abilities, including the ability to communicate technical issues to non-technical business teammates. Ability to receive direct feedback, apply it quickly, and maintain positive, accountable working relationships. BSc/BA in computer science, engineering, or relevant field preferred. Experience collaborating with in-house, outsourced, offshore, or vendor teams is helpful, provided the candidate remains hands-on and accountable for outcomes. Proven experience providing IT support in a fast-paced, high-growth environment. POS support and accreditation certification, or equivalent support experience. ITIL certification, or equivalent experience. Personal Characteristics Low-ego, hands-on operator who does the work rather than managing others doing the work. Proactive communicator who defaults to transparency. Execution-focused problem solver with a strong sense of ownership. Comfortable receiving direct, candid feedback and responding with action, not defensiveness. Ability to forge strong relationships cross-functionally; highly collaborative. Comfortable working with a wide range of personalities, communication styles, and demeanors across the KUIU organization, including teams outside of IT. Passionate about the product and company's vision. Action-oriented self-starter who can work on multiple topics in parallel. Positive, can-do attitude with the ability to work through ambiguity and changing priorities. Actively seeks out work and wants to drive processes toward best practice. #J-18808-Ljbffr