IT & Network Operations Manager

Description

About the Company

ARC is a rapid-growth enterprise technology company. Since launching in late 2021 to serve frontline workers, ARC has become a category-defining device management solution and trusted partner to some of the world’s largest enterprises, including Walmart, lululemon, Gap, Inc., ShipBob, several global leaders in supply chain and logistics. ARC was born out of ChargeItSpot, the consumer-facing tech company that pioneered phone charging solutions starting in 2012.

Through smart lockers integrated with proprietary software, ARC stores, secures, and charges the company-owned handheld devices (Zebra, Honeywell, and others) that frontline workers rely on every day for package scanning, inventory lookup, task management, mobile point of sale, and more. 

Clients turn to ARC because managing and maintaining enterprise mobile devices post-purchase is harder than it looks. Devices go missing (25% annually), stop working, or run out of power, costing payroll time, money, and productivity. ARC virtually eliminates these issues, ensuring that devices are functional, charged, and accounted for, while improving productivity and experience for the teams on the ground.

Market demand has been overwhelming. Device management has been a massive unmet need for decades, and ARC is uniquely positioned to solve it, backed by a decade of technical expertise, 8 patents and counting, and real-world experience at scale.

ARC’s Mission

Minimize Device Waste. Maximize Worker Productivity. Make Life Easier.

ARC’s Vision

Be the unrivaled leader in physical device management. With more than 25,000 ARC units deployed by 2030, ARC will simplify life for more than 1,000,000 workers every day.

Want to learn more? See the work we’re doing with Sam’s Club and Walmart Canada.

About the Team

At ARC, we surround ourselves with independent thinkers who are detail-oriented, and customer-obsessed. Our clients have routinely called us “the most talented team they’ve ever worked with.” We value determination, resourcefulness, imagination, and follow-through. We want people who are ready to get things done.

Our focus is fierce, but it’s not all hard work. We take time to get to know each other through a daily game of Jeopardy, meals together, and nights out for karaoke. We operate a hybrid work model, with most team members working in the office a couple of days a week, and the rest remotely.
Our Core Values

• We do what we say we will do.
• Details matter. A lot.
• Bias for action.
• Customer obsession.
• Diversity and authenticity.
• No ego. Only outcome.
• Think big.

Learn more about our core values here!

About the Role

ARC by ChargeItSpot is seeking an IT & Network Operations Manager to own the day-to-day reliability of ARC's internal IT systems, ARC Locker System network connectivity, and security operations execution. Reporting to the VP&Chief Information Officer, this role is the critical bridge between ARC's internal IT environment, its deployed ARC Locker System fleet, and the enterprise client environments in which ARC operates. This is a hands-on, technically deep role for someone who is strong in enterprise networking and equally comfortable running corporate IT operations.

Requirements

Responsibilities

• Serve as ARC's primary internal networking expert for ARC Locker System connectivity across Wi-Fi, ethernet, and cellular environments, working directly with enterprise and Fortune 500 client IT teams on firewall, VLAN, and connectivity requirements.
• Troubleshoot and resolve network communication issues in varied field environments, including retail stores, warehouses, and distribution centers.
• Partner with Operations Project Managers on new client installations: coordinate pre-install network discovery, communicate technical requirements to client IT teams, and validate connectivity post-deployment.
• Support router provisioning, signal validation, and cellular failover for deployed locker systems, and maintain working knowledge of ARC's router fleet (Peplink/InControl).
• Work with the SRE team (VP of Engineering) to investigate and resolve systemic field failures, including connectivity drops, router misconfigurations, and locker-server communication failures.
• Develop and maintain installation standards, network checklists, and troubleshooting runbooks that support repeatable, scalable deployments.
• Own ARC's security operations execution, including user access lifecycle management, provisioning controls, phishing program coordination, and security training administration.
• Support the operational components of ARC's Information Security Program, including audits, internal policy adherence, and controls relevant to IT operations, and escalate security incidents per the Incident Management Plan.
• Manage day-to-day corporate IT operations: employee device provisioning, helpdesk triage, SaaS access administration, and technical issue resolution.
• Administer core collaboration and productivity platforms (Google Workspace, Slack, Jira, and Confluence) and own IT access provisioning and revocation within defined SLAs.
• Oversee laptop and peripheral lifecycle management, including procurement, configuration, inventory tracking, and retirement.
• Maintain CloudAlly backup services for Google Workspace and other end-user platforms, and manage day-to-day IT vendor relationships.

Qualifications

• 5 or more years of progressive experience in IT operations, systems administration, or enterprise networking.
• Strong working knowledge of enterprise networking fundamentals: Wi-Fi, ethernet, TCP/IP, VLANs, firewall rule coordination, and hands-on troubleshooting in complex client environments.
• Demonstrated experience troubleshooting network connectivity in distributed or field-based environments such as distribution centers, warehouses, and retail.
• Hands-on experience with IT access management, SaaS administration (Google Workspace, Slack, Atlassian), and end-user device lifecycle management.
• Experience supporting security operations tasks to implement controls for frameworks such as PCI-DSS, SOC 2, or ISO 27001.
• Strong communication skills, with the ability to translate technical network requirements clearly for non-technical client IT counterparts and internal stakeholders.
• Bachelor's degree in Information Technology, Computer Science, Networking, or a related field, or equivalent practical experience.

Preferred Qualifications

• Experience with Peplink or comparable SD-WAN and cellular router platforms.
• Background working directly with Fortune 500 or enterprise client IT teams to establish connectivity or resolve technical issues.
• Familiarity with ISO 27001, SOC 2, or PCI DSS frameworks beyond basic operational controls.
• Relevant certifications such as CompTIA Network+, CompTIA Security+, Cisco CCNA, or Google Workspace Administrator.
• Experience in a SaaS, IoT, or device management company in a fast-paced growth environment.

Tools You'll Use

• Networking and infrastructure: Peplink/InControl, TCP/IP, VLAN, Wi-Fi, and cellular connectivity.
• Security and compliance: Omissa Workspace ONE and Google Workspace DLP tooling.
• IT administration and collaboration: Google Workspace, the Atlassian suite (Jira, Confluence), and Slack.
• Managed services and backup: Cumulus Global and CloudAlly.
• Monitoring and infrastructure: New Relic and Google Cloud Platform (working knowledge).

The Candidate

You are technically deep and genuinely hands-on. You are as comfortable configuring a VLAN or diagnosing a cellular failover as you are provisioning a new hire's laptop or working through a helpdesk queue. You can walk a Fortune 500 client's IT team through a firewall requirement and then explain the same issue in plain terms to a colleague who does not work in networking. You document what you learn so the next problem gets solved faster, and you bring a bias for action to every field escalation. Details matter to you, because a single connectivity failure is a frontline worker who cannot do their job.

Location

This is a hybrid role based in Philadelphia, PA, with 2 to 3 days per week in the office and a local hire required. The team works East Coast business hours, roughly 8am to 5pm ET. Occasional travel, estimated at less than 15% annually, is required for periodic visits to client sites and field deployments. Candidates must be authorized to work in the U.S. ARC does not provide sponsorship for this role.

Physical Requirements

This role is primarily sedentary and desk-based, focused on computer work. It includes occasional travel to client sites and field environments, which may involve walking through warehouse and retail settings. It also involves occasional lifting of standard office items and IT equipment, typically under 20 pounds. No heavy lifting is required.