IT Manager

Xttrium Laboratories, Inc.; Mount Prospect (IL); On-site; USD 120,000 - 150,000; Full time

Job summary

Xttrium Laboratories, Inc. in Mount Prospect, IL is seeking an IT Manager to lead IT operations, manage the MSP relationship, and translate business needs into clear technical requests.

This role supervises one IT support staff and coordinates with telecom, software, hardware vendors to keep systems secure and compliant. You will oversee incident response, disaster recovery planning, MFA, patching, backups, and audits.

Qualifications

• Bachelor’s degree in IT or related field.
• 5 to 8 years of IT experience, including MSP or vendor management.
• Strong knowledge of Microsoft 365, Windows, networking basics, cloud services and endpoint security.
• Strong written and verbal communication, with the ability to explain technical issues to non-technical staff.
• Experience with ticketing systems and IT documentation.
• Strong organization, follow-through and prioritization.
• Ability to supervise and develop a team.

Responsibilities

• Serve as primary liaison to MSP and vendors for requests and projects.
• Escalate issues and ensure MSP SLAs are met.
• Review service metrics and participate in service reviews.
• Coordinate with vendors on support, installs and changes.
• Oversee IT support staff and set priorities.

Skills

Microsoft 365

Windows environments

Networking basics

Cloud services

Endpoint security

Communication

Education

Bachelor's degree in IT or related field

Tools

Ticketing systems

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

IT Manager

IT Mount Prospect, IL, US

Company Overview

Xttrium Laboratories is a trusted, family-owned and operated FDA-approved pharmaceutical manufacturer founded in 1932. As a leading supplier of healthcare products and infection prevention solutions, we specialize in the high-speed production of topical antiseptics, liquid formulations, and oral rinses. Rooted in our mission that "Our Solutions Protect Patients," we are seeking a dedicated leader to oversee our packaging engineering, innovation, and compliant execution at our state-of-the-ate facilities.

Position Summary

The IT Manager is the main point of contact between our internal staff, our managed service provider (MSP), and third-party technology vendors. The role makes sure requests are routed correctly, issues are resolved, and vendors deliver on their commitments, while translating business needs into clear technical requests and technical updates into plain language. The manager has enough technical skill to troubleshoot, ask the right questions, and judge whether the MSP’s answers hold up. The manager also supervises one IT support team member.

Key Responsibilities

• Serve as the primary liaison to the MSP: submit, prioritize and follow up on requests and projects.
• Escalate unresolved or recurring issues and hold the MSP accountable to agreed SLAs.
• Review ticket trends and response times, and take part in regular service reviews.
• Coordinate with third-party vendors (telecom, ISPs, software, hardware and line-of-business application providers) on support issues, installs and changes.
• Maintain vendor contacts, contract dates, renewal dates and license/warranty information, and flag upcoming renewals to leadership.

Internal Stakeholder Support

• Act as the first point of contact for staff on IT needs and escalations.
• Do first-level troubleshooting to understand and clarify an issue before handing it to the MSP, and resolve simple issues directly.
• Communicate outages, maintenance windows and changes in plain language.
• Coordinate onboarding and offboarding, access requests and equipment needs with HR and department heads.
• Gather requirements and set expectations on IT projects.
• Supervise, coach and evaluate IT support team member(s), setting priorities and workload.
• Make sure support requests are handled promptly and documented.

IT Operations & Documentation

• Coordinate project work (upgrades, migrations, rollouts) among the MSP, vendors and internal teams, tracking timelines and next steps.
• Confirm that security practices (MFA, patching, backups, access reviews) are being carried out, and help gather information for audits and compliance requests.
• Participate in incident response and disaster recovery/ business continuity planning.
• Provide input on technology needs and recommendations to leadership. Budget decisions remain with [Finance / Executive / other ].

Qualifications

• Bachelor’s degree in IT or related field.
• 5 to 8 years of IT experience, including working with an MSP or managing vendor relationships.
• Solid troubleshooting skills and working knowledge of Microsoft 365, Windows environments, networking basics, cloud services and endpoint security.
• Strong written and verbal communication, with the ability to explain technical issues to non-technical staff.
• Experience with ticketing systems and IT documentation.
• Strong organization, follow- through and prioritization.
• Ability to supervise and develop a team.

We are proud to be an Equal Opportunity Employer. We welcome people of all backgrounds, experiences, and perspectives. Employment decisions are made based on skills, qualifications, and potential; never on race, color, religion, sex, national origin, age, disability, veteran status, or any other protected trait.

Expected compensation for this role will be between $120,000.00 and $150,000.00 annually on a full-time basis plus applicable health and ancillary benefits offered by the company. Final compensation may vary depending on a number of factors including but not limited to, candidate experience, geographic location, and other affiliated factors.