Information Technology Manager (61761)

The Information Technology Manager is responsible for the overall management, reliability, security, and support of the company’s technology environment across corporate and retail locations. This position provides hands-on leadership for IT infrastructure, networking, systems, hardware, software, telecommunications, cybersecurity, vendor relationships, and end-user support.

The IT Manager serves as the primary technology leader for the organization and is expected to balance operational stability with cost-effective technology solutions. The role requires a strong working knowledge of multi-location environments and the ability to prioritize business-critical systems, manage vendors, resolve escalated issues, and develop practical technology plans within established financial and operational constraints.

• Manage day-to-day IT operations across the Store Support Center and retail locations.
• Maintain reliable operation of networks, servers, wireless infrastructure, workstations, mobile devices, telecommunications, printers, and other technology equipment.
• Monitor infrastructure performance, capacity, lifecycle, and end-of-life risks and develop replacement or remediation plans.
• Maintain accurate inventories of IT hardware, software, licenses, warranties, and technology assets.
• Establish standards for equipment configuration, deployment, replacement, and disposal.
• Coordinate technology requirements associated with store openings, closings, relocations, conversions, and other operational changes.
• Provide hands-on technical support and troubleshooting when issues require escalation.

• Support technology systems necessary for retail operations, including point-of-sale systems, payment technology, store networks, wireless infrastructure, back-office equipment, and related interfaces.
• Coordinate with POS, payment, telecommunications, networking, and other technology vendors to resolve store-impacting issues.
• Prioritize outages and incidents based on operational and financial impact.
• Ensure appropriate escalation procedures are in place for critical store technology failures.

• Maintain appropriate cybersecurity controls to protect company systems, networks, accounts, and information.
• Manage user access, administrative privileges, authentication, and technology-related access controls.
• Maintain appropriate endpoint protection, patching, vulnerability management, backups, and recovery processes.
• Monitor cybersecurity threats and coordinate the response to suspected or confirmed security incidents.
• Partner with leadership, Risk, HR, Legal, and outside resources as appropriate regarding security incidents and technology risks.
• Maintain and periodically test disaster recovery and business continuity procedures for critical technology systems.

• Serve as the primary relationship owner for major IT vendors and service providers.
• Review vendor performance, contracts, pricing, service levels, and renewal requirements.
• Identify opportunities to consolidate services, eliminate unnecessary technology expenses, and renegotiate vendor arrangements.
• Validate vendor invoices and recurring technology charges against contracted services and actual usage.
• Evaluate proposed technology purchases based on business need, total cost of ownership, security, supportability, and expected return.
• Hold vendors accountable for service-level commitments and timely resolution of operational issues.

• Develop and manage the IT operating and capital budgets.
• Maintain visibility into recurring IT expenses, contracts, licenses, equipment costs, and upcoming technology investments.
• Prepare cost comparisons and business cases for significant technology decisions.
• Identify opportunities to reduce technology costs without creating unacceptable operational or cybersecurity risk.
• Provide leadership with forecasts for significant equipment replacements, contract renewals, and infrastructure investments.

• Establish expectations and priorities for user and store technology support.
• Manage support requests and ensure critical business issues receive appropriate priority.
• Develop escalation procedures and documentation for recurring technology issues.
• Monitor support trends to identify systemic problems and opportunities for improvement.
• Establish service standards and measure vendor and internal IT performance against those standards.
• Ensure appropriate after-hours escalation coverage for business-critical technology issues.

• Oversee administration of company technology platforms, accounts, and access.
• Establish procedures for employee onboarding, transfers, terminations, and access changes.
• Partner with Human Resources to ensure technology access is promptly established and removed based on employment status and business need.
• Conduct periodic access reviews for critical systems and privileged accounts.
• Maintain appropriate documentation of system ownership, administrative credentials, licensing, and vendor contacts.

• Develop and maintain a practical technology roadmap based on business priorities, system risks, equipment lifecycle, and financial resources.
• Evaluate new technology based on demonstrated business need rather than technology trends alone.
• Advise executive leadership regarding significant technology risks, investments, and operational dependencies.
• Recommend when technology should be maintained internally versus outsourced.
• Ensure technology decisions are scalable and appropriate for a geographically dispersed retail organization.

• Lead internal IT employees and external technology resources as applicable.
• Establish clear responsibilities, priorities, and performance expectations.
• Maintain documentation of network configurations, systems, vendor relationships, contracts, critical procedures, disaster recovery plans, and technology assets.
• Reduce organizational dependency on individual employees or vendors by ensuring critical technical knowledge is documented.
• Communicate technology issues to nontechnical leadership in clear business terms, including operational impact, financial exposure, alternatives, and recommended action.

• Bachelor’s degree in Information Technology, Computer Science, Management Information Systems, or related field preferred. Equivalent combination of education and relevant experience may be considered.
• Minimum of 5–7 years of progressively responsible information technology experience.
• Previous IT management or technology leadership experience strongly preferred.
• Experience supporting a multi-location organization strongly preferred.
• Retail, grocery, distribution, hospitality, or other high-availability operating environment experience preferred.
• Demonstrated experience with networking, wireless infrastructure, endpoint management, Microsoft environments, cybersecurity, telecommunications, and vendor management.
• Experience managing technology budgets, contracts, licensing, and capital expenditures.
• Experience supporting point-of-sale or other business-critical transaction systems is strongly preferred.

The successful candidate must demonstrate strong technical troubleshooting and problem-solving skills while also possessing the judgment to make sound business decisions. The position requires the ability to manage competing priorities, communicate effectively with executives and frontline employees, manage outside vendors, and remain effective during outages and other high-pressure situations.

The individual must be able to distinguish between critical technology needs and discretionary improvements, understand the financial implications of technology decisions, and explain technical risks and recommendations in practical business terms.

Strong organizational skills, documentation practices, project management abilities, and a commitment to protecting confidential company and employee information are essential.

Success in this role will be measured through system reliability and uptime; responsiveness to critical store and corporate issues; cybersecurity and access-control effectiveness; technology cost management; vendor performance; accurate asset and contract management; timely resolution of recurring technology issues; completion of infrastructure and lifecycle priorities; and the quality of IT documentation, disaster recovery preparedness, and leadership communication.

The position may require travel to retail locations and other company facilities. The employee must be able to inspect technology equipment and infrastructure and may occasionally be required to move, install, or troubleshoot computer and networking equipment.

This job description is intended to describe the general nature and level of work performed by employees assigned to this position. It is not intended to be an exhaustive list of all duties, responsibilities, qualifications, or working conditions. Responsibilities may be modified based on business needs.