IT Manager

Vireo Health; United States; Remote; USD 80,000 - 90,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

HSA

FSA

Wellness days

Volunteer hours

401k with match

Job summary

Vireo Health, Inc. is seeking an experienced IT Manager to oversee day-to-day IT support across markets, manage Freshservice tickets, and drive KPI/SLA discipline.

The role combines hands-on L2 troubleshooting with strategic IT process improvements and leadership of the IT Specialist team. You will mentor staff, expand asset management, and partner with the Director of IT on staffing, budget, and roadmaps for new markets and integrations.

Qualifications

• 5+ years IT support/infrastructure experience, including 1–2 years in a lead or supervisory capacity.
• Proficient in Microsoft 365, Intune/JAMF device management, and networking basics.
• Experience administering Freshservice (or a similar ITSM platform) and related ticketing workflows.
• Strong KPI/SLA tracking and operational metrics experience with regular leadership reporting.
• Bachelor’s degree or equivalent combination of education and experience.
• Ability to lead a distributed, multi-state IT team.

Responsibilities

• Own day-to-day operations of Freshservice across all markets, triaging and assigning tickets, monitoring queue health, and ensuring timely resolution.
• Provide hands-on L2 troubleshooting across Microsoft 365, device management (Intune/JAMF), networking, and POS/e‑commerce issues.
• Mentor IT Specialists and backstop complex issues when needed.
• Define, monitor, and report on KPIs, SLAs, and performance metrics with regular reviews.
• Lead asset management expansion and develop streamlined IT processes for scaling operations.
• Coordinate hiring, onboarding, and performance management for IT roles as the team grows.

Skills

Leadership

Communication

Troubleshooting

Team management

Problem solving

Education

Bachelor's degree or equivalent

Tools

Freshservice

Microsoft 365

Intune/JAMF

Job description

Who we are:

At Vireo, we’re growing something bigger than a business. With roughly 4,500 team members, over 1 million square feet of cultivation space, and more than 170 dispensaries across 10+ states, we’re one of the fastest-growing platforms in the industry. The best part is that we’re just getting started.

What sets us apart isn’t just our footprint. It’s our people. From cultivation and manufacturing to retail, corporate operations, and our expanding agribusiness ventures, every role here plays a real part in shaping where this industry goes next. We look for people with drive, a positive attitude, and a genuine desire to make a difference and in return, we offer real opportunities to grow, contribute, and make an impact.

We’re also proud to be one of the most diverse and inclusive workplaces in cannabis. Our culture is built on collaboration, respect, and continuous improvement. This shows in how we support each other, engage with our communities, and celebrate wins together.

If you’re ready to turn your passion into a career, we’d love to have you on the team. Let’s grow the future together.

What the role is about:

The IT Manager owns day-to-day IT support operations across all Vireo markets, managing the Freshservice ticketing system, assigning and tracking tickets by market, identifying underlying issues, and driving KPI/SLA/reporting discipline. This is a working technical role: the Manager must be capable of hands‑on L2 troubleshooting across our core stack to backstop the Specialist team, mentor on complex issues, and step in directly when needed. The Manager also leads expansion of Freshservice’s asset management capabilities and the development of streamlined IT processes, while providing technical leadership and supervision to the regional IT Specialist team.

Whatimpactyou’llmake:

• Own day-to-day operations of our Freshservice ticketing system — triaging and assigning tickets across all markets, monitoring queue health, and ensuring timely resolution




• Track unresolved and aging tickets, identify recurring or underlying issues, and drive root‑cause resolution with the Specialist team




• Define, monitor, and report on KPIs, metrics, and SLAs for IT support performance; own weekly, monthly, and quarterly reporting reviews




• Expand and administer Freshservice’s asset management module to maintain accurate device/asset inventory across markets




• Develop and continuously improve IT support processes and workflows within Freshservice to streamline operations as the team and markets grow




• Provide hands‑on L2 technical troubleshooting across Microsoft 365, device management (Intune/JAMF), networking, and POS/e‑commerce issues — directly resolving complex tickets and backstopping Specialists when needed




• Supervise and provide technical guidance to the IT Specialist team across all assigned markets, serving as the escalation point for complex Microsoft 365, device management, network, and security issues beyond Specialist‑level resolution




• Coordinate hiring, onboarding, and performance management for IT Specialist roles as the team scales.




• Partner with the Director of IT on staffing plans, budget, and roadmap for IT support — including integrating new markets from M&A activity

Whatyou’recapable of:

• –5+ years of IT support/infrastructure experience, including 1–2 years in a lead or supervisory capacity




• L2+ hands‑on technical proficiency across Microsoft 365, Intune/JAMF device management, and networking fundamentals (TCP/IP, DNS, DHCP, VPN) — able to personally troubleshoot and resolve complex issues, not solely delegate them




• Hands‑on experience administering Freshservice (or a similar ITSM platform) — ticketing workflows, asset management, and reporting/analytics




• Demonstrated experience defining and tracking KPIs, SLAs, and operational metrics, with regular reporting cadence to leadership




• Strong leadership, communication, and organizational skills; able to manage a distributed, multi‑state team




• Process improvement / operational excellence mindset — comfortable building and refining workflows, not just following them




• Comfortable overseeing support for a variety of POS and e‑commerce platforms (specific platform experience not required)




• Bachelor’s degree or equivalent combination of education and experience

Physical Demands

• Sit Rarely 1–2 hours




• Stand Continuously 1–8 hours




• Walk Continuously 2–8 hours




• Balance Frequently 34–66%




• Bend Occasionally 1–33%




• Climb (2–6 ft) Occasionally 1–33%




• Crawl Occasionally 1–33%




• Crouch/Squat Occasionally 1–33%




• Kneel Occasionally 1–33%




• Reach (forward & overhead) Frequently 34–66%




• Twist (45 degrees at waist) Occasionally 1–33%

Lifting/Carrying

• 0–10 lbs. Occasionally 1–33%




• 11–25 lbs. Occasionally 1–33%




• 26–50 lbs. Occasionally 1–33%




• 51–100 lbs. Never 0%

What you’ve accomplished:

• Typically requires a BS or equivalent combination of education and related experience.

What we offer:

• Compensation: $80,000-90,000 annually depending on experience




• Medical, dental, vision, and life insurance on the first of the month after you begin employment




• Competitiveadditionalbenefits including HSA, FSA, Dependable Care, EAP services, etc.




• 15Days ofaccruedPTO in addition to 2 Wellness Days & Volunteer Hours that will increase with tenure




• 401k program with an employer match after six months of employment

Why Choose Vireo?

Life’s too short to work somewhere thatdoesn’tignite your passion. The cannabis industry is fast-paced, innovative, and full of opportunity—where science meets creativity, and wellness meets culture.

At Vireo Health,we’repioneering the future of cannabis with a teamthat’sas dynamic as the industry itself. Here,you’llfind a workplacethat’scollaborative, inclusive, and driven by HEART and purpose, where your work has a real impact on people’s lives.

Whetheryou’recultivating the highest-quality plants, craftingcutting-edgeproducts, or shaping unforgettable customer experiences,you’llbe part of something bigger.

Ifyou’relooking for a careerthat’sexciting, meaningful, and full of growth,let’sbuild the future of cannabis together.

• A Growing Industry: Work at the leading tech company in the cannabis industry and help shape the future


• Passionate Culture: Join a team that truly cares about the plant, the people, and the purpose behind what we do


• Employee Perks: Enjoy competitive pay and benefits, paid time off,and employee discounts


• Making an Impact: We’re committed to education, sustainability, and giving back to the communities we serve.

EEO Statement

Vireo Health, Inc. isan equal opportunity employer, and all qualified applicants will receive consideration for employmentwithout regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.www.vireohealth.com