Information Technology Manager

Primary Responsibilities

• Lead day-to-day IT operations in Kenosha and Chicago manufacturing environments.
• Manage service desk operations, escalations, and end-user experience.
• Establish and maintain visibility into local IT assets, applications, integrations, and endpoints.
• Identify, document, and rationalize undocumented or non-standard systems in partnership with Group IT.
• Owning and operating the IT intake, prioritization, and demand management process.
• Partner with business leaders to set expectations around scope, timing, and delivery.
• Cook up and coordinate ERP and application support to ensure operational stability and continuous improvement.
• Provide dotted-line leadership to Software Development Managers to align support and sprint delivery.
• Reinforce disciplined execution, communication, and accountability across IT work.

Job Requirements

• Strong operational leadership in a matrixed or partially centralized IT model.
• Demonstrated ability to bring structure, visibility, and order to complex environments.
• Prior proven relationship-building skills across technical teams and business stakeholders.
• Experience managing intake, prioritization, and delivery processes in IT.
• Able to operate effectively in environments with shared ownership and dependencies.
• Hands-on experience with IT service management (ITSM) ticketing platforms (e.g., ServiceNow) including incident, request, problem, and change workflows; SLA tracking, prioritization, and escalation management; and knowledge base / self-service enablement.
• Working knowledge of network infrastructure (switching, VLANs, Wi-Fi, basic routing/WAN concepts) sufficient to partner with Group IT on network design improvements and to troubleshoot user-reported issues logically and methodically when incidents may be related to outages, configuration changes, or performance degradation.
• Proven experience managing and developing a help desk / service desk team in a manufacturing or plant environment, including scheduling/coverage, coaching, quality control, and driving consistent ticket handling and customer communication standards.
• Endpoint & identity management: strong working knowledge of Microsoft 365, Entra ID (Azure AD), Intune, device lifecycle, patching.
• Cybersecurity & compliance: local enforcement of security controls (MFA, least privilege, vulnerability remediation), plus coordination during security incidents.
• Asset lifecycle & procurement: inventory accuracy, refresh planning, standardization, and budget input for site IT needs.
• Project delivery: lead/coordinate site rollouts (network refreshes, line expansions) with clear scope, schedule, risk management, and cutover plans.
• OT/plant-floor awareness : familiarity working around production systems (shop-floor PCs, scanners, label printers) and understanding uptime/safety constraints—even if OT is owned by another team.
• Clear, consistent communicator who follows through on commitments.

Ideal Experience

• 5+ years of progressive IT leadership or IT operations management experience.
• Prior experience supporting manufacturing operations and plant environments.
• Hands-on experience with ERP systems and business-critical applications.
• Experience working within or alongside decentralized / Group IT organizations.
• Background in service management, application support, or IT operations preferred.
• Experience with an ITSM ticketing platform (e.g., ServiceNow) and service management practices (incident/request/problem/change; SLA reporting).
• Network fundamentals and exposure to LAN/Wi-Fi environments (switches, VLANs, access points) with the ability to collaborate with Group IT on network improvements and structured troubleshooting during suspected outages or change-related issues.
• Experience managing a help desk / service desk team in a manufacturing or plant setting (coaching, coverage planning, escalation management, and continuous improvement).
• Experience leading teams through change, process improvement, and maturity-building efforts.

Special Job Requirements

• Very limited travel may be required.
• Frequent presence (3-5 days a week) in Kenosha, WI is essential, and periodic presence (2-4 days a month) in our Chicago office will be necessary for success.