IT/OT Services Support & Operations Manager

New-Indy Containerboard LLC; Ontario; On-site; CAD 90,000 - 120,000; Full time

Job summary

A leading company in Ontario is seeking an IT/OT Services Support & Operations Manager to lead a bi-coastal services support team. The role involves managing IT/OT operations, ensuring system integrity, and collaborating with various teams to enhance service delivery. Candidates should have a Bachelor's degree and extensive experience in IT operations and leadership. This position requires strong organizational and communication skills, along with technical proficiency in IT support tools.

Qualifications

• 10+ years in IT operations/support, with 5+ years in leadership.
• Ability to work on-site in Ontario, CA, with travel to other sites as needed.

Responsibilities

• Manage resources to meet IT/OT service goals.
• Oversee daily helpdesk operations and ensure SLA compliance.
• Collaborate with teams to optimize systems and resolve issues.

Skills

Organizational Skills

Communication

Customer Service

Knowledge of ITIL

Education

Bachelor’s degree in a related field

Tools

Microsoft Office 365

Active Directory

VPN

Networking

Job description

Who We Need

New-Indy Containerboard (NICB) is seeking an IT/OT Services Support & Operations Manager based in Ontario, CA, to lead an internal bi-coastal services support team, infrastructure administrators, and third-party vendors. This role supports NICB’s manufacturing operations, packaging companies, and headquarters, ensuring the stability, integrity, and security of IT and Operational Technology systems. The manager collaborates with site leaders, IT/OT teams, and end-users to enhance support services, response times, and operational strategies, bridging the gap between IT and OT across multiple sites.

What You Will Do

Services Support

• Manage resources, including personnel and third-party partners, to meet IT/OT service goals.
• Oversee daily helpdesk operations, ensuring timely resolution and SLA compliance.
• Analyze KPIs and SLAs to identify improvement areas.
• Lead staffing, scheduling, and team development efforts.
• Develop and implement technical strategies, policies, and SOPs.
• Ensure security awareness and compliance across the organization.
• Maintain strong relationships with manufacturing sites to support continuous improvement.

Operations

• Manage daily IT/OT infrastructure operations, including servers, networks, and hardware.
• Ensure timely patching, backups, and preventive maintenance.
• Collaborate with enterprise teams, vendors, and partners to optimize systems and resolve complex issues.

What You Will Need

• Bachelor’s degree in a related field or equivalent experience.
• 10+ years in IT operations/support, with 5+ years in leadership.
• Strong organizational, communication, and customer service skills.
• Knowledge of ITIL and experience managing cross-functional teams.
• Technical proficiency with IT support tools, Microsoft Office 365, Windows, Mac OS, Active Directory, VPN, and networking.
• Ability to work on-site in Ontario, CA, with travel to other sites as needed.

What To Expect

Work Environment & Conditions

This role is based in Ontario, CA, overseeing a bi-coastal team, with travel up to 50%. The environment includes office settings and manufacturing facilities, with some noise and temperature considerations.

Physical Demands

• 40-hour work week, with flexibility for off-hours and emergency calls.
• Work may involve hazardous environments and lifting up to 40 lbs.
• Travel for system integration, team activities, and offsite support may be required.