ICT Operations Manager

OUTDOOR LIVING SUPPLY LLC; Hawaii; Remote; USD 115,000 - 130,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance

Company-paid Life Insurance

Company-paid Long-Term Disability (LTD

Legal/ID Shield Coverage

Paid Time Off and Company Holidays

Job summary

Outdoor Living Supply is seeking a hands-on Manager, IT Operations to oversee technology infrastructure, outsourced IT support, and service providers across our locations. The role is remote with periodic travel to OLS locations as needed.

You will lead reliability and security across networks, cloud services, and Microsoft 365, manage third-party vendors, and drive improvements in service delivery while partnering with the CIO on technology planning and cost optimization.

Qualifications

• At least 10 years of progressive IT experience in IT operations, infrastructure, service delivery, and technical leadership.
• Broad technical knowledge of enterprise networking, cloud infrastructure, Microsoft 365, identity management, and technology operations.
• Demonstrated experience managing outsourced IT services, managed service providers, and third-party technology vendors.
• Strong understanding of incident management, service delivery, performance measurement, and operational improvement.
• Bachelor’s degree preferred, with equivalent experience accepted. Relevant technical or IT service management certifications are a plus.

Responsibilities

• Oversee the performance, reliability, and availability of networks, Wi-Fi, internet connectivity, servers, cloud infrastructure, and telecommunications across all locations.
• Provide operational oversight of Microsoft 365, identity management, collaboration tools, and IT management systems administered by third-party providers.
• Identify infrastructure risks and recurring issues, and coordinate improvements that strengthen reliability, efficiency, and scalability.
• Lead infrastructure initiatives in partnership with project management, internal teams, and external providers.
• Manage relationships with managed service providers, outsourced IT support, SaaS administrators, security providers, and technology consultants.
• Establish service expectations, monitor vendor and service desk performance, and hold providers accountable for timely, effective support.
• Develop practical service standards and reporting that highlight service quality, recurring issues, and improvement opportunities.
• Support incident coordination and escalation in partnership with the teams responsible for individual systems.
• Partner with the virtual Chief Information Security Officer and security providers to implement effective security measures within assigned services.
• Advise the CIO on technology planning, vendor performance, investment decisions, and opportunities to improve costs and operational efficiency.
• Build productive relationships across IT and the business, leading improvements through collaboration and accountability.

Education

Bachelor’s degree preferred

Job description

Outdoor Living Supply (OLS) is a leading wholesale distributor of outdoor living products, serving professional contractors, dealers, and customers through a growing network of locations across the United States. We are seeking an experienced Manager, IT Operations to oversee our technology infrastructure, outsourced IT support, and service providers. This opportunity is ideal for a hands-on technical leader who enjoys solving problems, improving service delivery, and making technology work better for employees.

Responsibilities

• You’ll combine technical expertise with operational leadership to keep services reliable, secure, and efficient across OLS locations while helping shape technology improvements that support our growing business.
• Oversee the performance, reliability, and availability of networks, Wi-Fi, internet connectivity, servers, cloud infrastructure, and telecommunications across all locations.
• Provide operational oversight of Microsoft 365, identity management, collaboration tools, and IT management systems administered by third-party providers.
• Identify infrastructure risks and recurring issues, and coordinate improvements that strengthen reliability, efficiency, and scalability.
• Lead infrastructure initiatives in partnership with project management, internal teams, and external providers.
• Manage relationships with managed service providers, outsourced IT support, SaaS administrators, security providers, and technology consultants.
• Establish service expectations, monitor vendor and service desk performance, and hold providers accountable for timely, effective support.
• Develop practical service standards and reporting that highlight service quality, recurring issues, and improvement opportunities.
• Support incident coordination and escalation in partnership with the teams responsible for individual systems.
• Partner with the virtual Chief Information Security Officer and security providers to implement effective security measures within assigned services.
• Advise the CIO on technology planning, vendor performance, investment decisions, and opportunities to improve costs and operational efficiency.
• Build productive relationships across IT and the business, leading improvements through collaboration and accountability.

Requirements

• At least 10 years of progressive IT experience, including IT operations, infrastructure, service delivery, and technical leadership.
• Broad technical knowledge of enterprise networking, cloud infrastructure, Microsoft 365, identity management, and technology operations.
• Demonstrated experience managing outsourced IT services, managed service providers, and third-party technology vendors.
• Strong understanding of incident management, service delivery, performance measurement, and operational improvement.
• Bachelor’s degree preferred, with equivalent experience accepted. Relevant technical or IT service management certifications are a plus.

Compensation

Base Salary: $115,000-130,000 annually, commensurate with experience, qualifications, industry knowledge, and internal equity.

Eligible for participation in a performance-based incentive program with competitive bonus earning potential based on company and store performance.

Final compensation will be determined based on relevant experience, industry knowledge, leadership capabilities, and internal equity.

Benefits

• Medical, Dental, and Vision Insurance
• Company-paid Life Insurance
• Company-paid Long-Term Disability (LTD)
• Legal/ID Shield Coverage
• Paid Time Off and Company Holidays

Location and Remote Work

This remote position requires a reliable high-speed internet connection and a dedicated, secure workspace. Work includes extensive computer use, virtual meetings, and collaboration with internal teams and external service providers. Periodic domestic travel to OLS locations, meetings, and training is required.

Standard business hours are generally Monday through Friday, with flexibility to meet business needs. Occasional evening or weekend work may be required for critical incidents, system implementations, maintenance, and other business initiatives.

The position involves prolonged periods of sitting and computer work, occasional standing and walking, frequent verbal communication, and occasionally lifting up to 15 pounds.