Senior IT Manager

TPS Group Holdings, a family of brands including The Paper Store and Uncharted, is dedicated to creating destinations that inspire, delight, and surprise. Our mission is to connect with every customer through carefully chosen products, immersive shopping experiences, and service that goes the extra mile.

Position Overview: The Senior IT Manager will be responsible for overseeing the daily operations of our IT department, including internal IT resources, network management, infrastructure, hardware, and IT security. This role involves managing an outsourced help desk, coordinating with multiple vendors, and ensuring the seamless execution and enhancement of IT operations.

The Senior IT Manager reports directly to the Executive Director of Technology.

KEY RESPONSIBILITIES:

• Be a TPS brand ambassador
• Oversee daily IT operations, including management of internal IT resources, network systems, infrastructure, hardware, and security.
• Manage relationships with outsourced help desk providers and other IT vendors, ensuring service level agreements (SLAs) are met and issues are resolved promptly.
• Provide direction and support to internal IT staff to ensure high performance and alignment with departmental objectives.
• Lead, mentor, and develop the IT team, fostering a collaborative, engaged, and high-performing work environment.
• Develop and execute IT strategies that align with organizational goals; manage the IT budget and allocate resources efficiently.
• Implement and uphold IT security protocols; ensure compliance with applicable regulations and industry standards.
• Identify and drive process improvements and technology enhancements to elevate service delivery and operational efficiency.
• Create and maintain standard operating procedures based on best practices and strategic direction, ensuring all end-users receive clear documentation and training.
• Develop and enforce IT support policies, procedures, and documentation to ensure consistency and quality of service.
• Collaborate cross-functionally to ensure IT support services align with broader organizational needs and objectives.
• Respond to help desk tickets and serve as the primary escalation point for the IT Support team.
• Manage and support retail technology systems, including point-of-sale (POS) platforms, store networking, and in-store endpoint devices across all TPS brand locations, ensuring consistent uptime and a seamless customer experience.
• Oversee cloud infrastructure and services (e.g., Azure, AWS, or Google Cloud), including provisioning, cost management, security configuration, and ongoing optimization to support business operations.
• Own and manage IT asset lifecycle, including hardware procurement, inventory tracking, deployment, maintenance, and disposition across corporate and retail locations.
• Develop, maintain, and regularly test disaster recovery (DR) and business continuity plans (BCP) to ensure rapid restoration of critical systems and minimize operational disruption across all locations.
• Participate in an on-call rotation to support critical infrastructure incidents and after-hours issues, ensuring timely response to outages or emergencies affecting store or corporate operations.

JOB REQUIREMENTS:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 7+ years of experience in IT management, with a proven track record in overseeing network systems, infrastructure, hardware, IT security, and internal IT resources.
• Proven ability to lead, develop, and inspire high-performing teams while fostering a culture of accountability, collaboration, and continuous improvement.
• Extensive technical expertise in network architecture, IT infrastructure, hardware systems, and cybersecurity, with a strong focus on stability, scalability, and security best practices.
• Demonstrated success in managing outsourced help desks and vendor partnerships, ensuring service level compliance, timely issue resolution, and continuous service improvement.
• Exceptional analytical and problem-solving skills, with a proven ability to diagnose complex technical issues, implement effective solutions, and optimize IT operations.
• Strong interpersonal and communication skills, with the ability to effectively engage and collaborate with stakeholders, vendors, and cross-functional team members.
• Relevant certifications such as ITIL, PMP, CISSP, or CCNA are advantageous.
• Collaborative and adaptable mindset, with a demonstrated ability to adjust to shifting priorities and support team members in meeting critical deadlines.
• Ability to work a minimum of 3+ days per week at the Corporate Office in Acton, MA.

• Experience with retail technology environments, including POS systems, store networking, and multi-site endpoint management; familiarity with retail operations and the IT demands of physical store environments is strongly preferred.
• Hands-on experience with cloud platforms (Azure, AWS, or Google Cloud), including infrastructure management, security configuration, and cost optimization.
• Demonstrated experience with IT asset management, including hardware lifecycle planning, inventory systems, and procurement processes.
• Proven experience developing and testing disaster recovery and business continuity plans; ability to respond effectively to critical incidents, including participation in an on-call rotation as needed.
• Professional presentation in attire, demeanor, and appearance.

TPS Group Holdings LLC is an equal-opportunity employer and considers all qualified applicants for employment without regard to race, color, national origin, religion, sex, disability, age, veteran status, or any other classification protected by state, local or federal law

 This range reflects what the company reasonably expects to pay for this position at this location at the time of this posting