IT Operations Manager: Freshservice & Lead Tech Team

Renew Cannabis Co.; Minneapolis (MN); On-site; USD 80,000 - 90,000; Full time

Benefits offered by this job

Salary: $80,000-90,000

Health insurance

HSA / FSA

PTO + Wellness Days

401k match

Job summary

Vireo Health IT is seeking an IT Manager to own day-to-day IT support operations across markets, backstop the Specialist team with hands-on L2 troubleshooting, and lead expansion of Freshservice asset management. You’ll mentor a distributed IT team and drive KPI/SLA reporting while partnering with the Director of IT on staffing and budgets.

The role requires strong leadership, hands-on MS 365/Intune/JAMF expertise, and a passion for process improvement in a fast-paced cannabis tech environment.

Qualifications

• BS or equivalent combination of education and experience.
• Hands-on ITSM and asset management experience with Freshservice.
• Experience defining and tracking KPIs, SLAs, and metrics.
• Experience leading a distributed multi-state IT team.
• Strong communication and organizational skills.

Responsibilities

• Triage and assign IT tickets across markets and monitor queue health.
• Backstop the Specialist team with hands-on L2 troubleshooting.
• Mentor IT staff and supervise IT Specialists.
• Expand Freshservice asset management and streamline IT processes.
• Define and report KPIs, metrics, and SLAs for IT support.
• Collaborate with Director of IT on staffing, budgets, and roadmaps.
• Support MS 365, Intune/JAMF, networking, and POS/e-commerce issues.

Skills

L2+ hands-on IT troubleshooting

Freshservice administration

KPIs and SLAs tracking

Leadership & supervision

Process improvement

MS 365 / Intune / JAMF

Network fundamentals

Device management

Ticketing workflows

Education

BS or equivalent in IT/related field

Tools

Freshservice

Microsoft 365

Intune/JAMF

Job description

Vireo Health IT is seeking an IT Manager to own day-to-day IT support operations across markets, backstop the Specialist team with hands-on L2 troubleshooting, and lead expansion of Freshservice asset management. You’ll mentor a distributed IT team and drive KPI/SLA reporting while partnering with the Director of IT on staffing and budgets.

The role requires strong leadership, hands-on MS 365/Intune/JAMF expertise, and a passion for process improvement in a fast-paced cannabis tech environment.