Senior Information Technology Manager

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
• 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
• Manage and support cloud infrastructure and services (e.g., Azure, AWS, or Google Cloud), including provisioning, cost management, security configuration, and ongoing optimization to support business operations
• 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
• 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
• Manage and support cloud infrastructure and services (e.g., Azure, AWS, or Google Cloud), including provisioning, cost management, security configuration, and ongoing optimization to support business operations
• 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
• 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
• Manage and support cloud infrastructure and services (e.g., Azure, AWS, or Google Cloud), including provisioning, cost management, security configuration, and ongoing optimization to support business 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.
• Able 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.