The Role
Oversee IT support service delivery across multiple manufacturing sites, including ticketing, SLAs, MSP and vendor relationships, incident escalation, onboarding, asset management, reporting, and continuous improvement. Coordinate infrastructure alerts, change control, service quality reviews, and on-call support planning while ensuring responsive end-user service in a 24/7 environment.
Summary Generated by Built In
Overview
The IT Services Manager is responsible for overseeing the delivery, coordination, and continuous improvement of IT support services across all Joy Baking Group locations. This includes managing internal support workflows, ticketing systems, and the system performance of co-managed service providers (MSPs). The role acts as a key liaison between the business, internal IT staff, and external vendors to ensure reliable, responsive, and end-user focused IT service delivery in support of a 24/7 manufacturing environment.
Responsibilities- Manage the day-to-day operation of end-user IT support across all sites
- Establish, monitor, and enforce service level agreements (SLAs) with internal staff and Manage Service Provider (MSPs)
- Implementing IT service strategies to optimize service quality, efficiency, and user experience
- Act as the point of escalation for unresolved or high-priority support incidents
- Coordinate user onboarding/offboarding and IT asset provisioning with HR and business units
- Ensure on-call support schedules are maintained and communicated across teams
- Manage relationships with external support providers, including MSPs, telecommunications, and IT hardware/software vendors
- Conduct regular performance reviews and service quality checks with MSPs
- Monitor system availability and ensure infrastructure alerts and escalations are being addressed
- Support the transition of infrastructure changes or outages between MSPs
- Work with MSP to develop and maintain escalation processes and knowledge base content
- Drive continuous improvement in service delivery, ticket handling, and communication
- Collaborate with MSP on change control and incident management processes
- Provide regular reporting on ticket volumes, resolution times, SLA compliance, and user satisfaction
- Identify recurring issues and work with appropriate teams to develop long-term solutions
- Track hardware/software inventories and license renewals in coordination with MSP and procurement
- Must be highly organized and able to manage multiple priorities and service demands in a fast-paced environment
- Strong problem-solving skills with the ability to triage, assess, and escalate technical issues appropriately
- Excellent communication skills, both verbal and written, to interact effectively with technical and non-technical users across all levels of the organization
- Ability to build positive working relationships with internal staff, MSPs, and business stakeholders
- Must be detail-oriented, self-motivated, and capable of working independently with minimal supervision
- Comfortable leading meetings, conducting performance reviews, and facilitating service improvement discussions
- Ability to analyze support data and produce actionable reports on IT service performance
- Must have full use of arms and legs and be able to climb stairs to access all areas of the plant and offices
- Able to kneel, squat, bend, stoop, twist, and lift >20lbs. on an occasional basis
- Ability to work flexible hours as needed, including participation in on-call rotation support planning
- Able to travel up to 10% to other Joy Baking Group sites
- Bachelor’s degree or equivalent IT work experience
- Proven experience as an IT Operations Manager, supervising IT support staff
- 5+ years of experience managing complex IT operations, with a focus on system administration, end-user support and managing server, and desktop computing environments
- Experience managing or coordinating with a Managed Service Provider (MSP) or co-managed IT support model
- Strong understanding of ITIL service management principles and best practices (ITIL certification preferred)
- Hands-on experience with IT ticketing systems (e.g., Freshservice, Jira, Zendesk, ServiceNow)
- Proficiency with Microsoft 365, Windows environments(PCs and Server), Active Directory, and remote support tools
- Experience coordinating support for multi-site or manufacturing environments is preferred
- Familiarity with hardware/software asset tracking, license management, and vendor coordination
Skills Required
- Bachelor's degree or equivalent IT work experience
- Proven experience as an IT Operations Manager supervising IT support staff
- 5+ years of experience managing complex IT operations, including system administration, end-user support, and server and desktop computing environments
- Experience managing or coordinating with a Managed Service Provider or co-managed IT support model
- Strong understanding of ITIL service management principles and best practices
- ITIL certification
- Hands-on experience with IT ticketing systems such as Freshservice, Jira, Zendesk, or ServiceNow
- Proficiency with Microsoft 365, Windows PCs and Server, Active Directory, and remote support tools
- Experience coordinating support for multi-site or manufacturing environments
- Familiarity with hardware and software asset tracking, license management, and vendor coordination
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The Company
What We Do
Joy Baking Group is an independent, 100% employee-owned food manufacturer specializing in ice cream cones and related baked products. Its facilities in Pennsylvania, Arizona, Iowa, and Mexico produce cake, sugar, waffle, and specialty cones, waffle bowls, wafers, inclusions, and cookies. Practicing cone baking since 1918, the company serves customers across the United States and Mexico with products for retail and foodservice applications.
