IT Operations & Service Delivery Manager

Canyon Capital Resources; Grand Rapids (MI); On-site; USD 90,000 - 130,000; Full time

Job summary

Canyon Capital Resources in Grand Rapids, MI seeks an experienced IT Manager to lead the IT department, develop a high-performing team, and elevate technology services across our portfolio of companies. You will manage day-to-day operations, coach staff, and drive strategic initiatives with a focus on reliability, security, and scalable service delivery.

Reporting to the Director of Digital Transformation, this role requires hands-on leadership, strong stakeholder communication, and the ability

Qualifications

• Bachelor's degree in information technology, computer science, or a related field, or equivalent experience.
• 7+ years of progressive IT experience, including supervisory or team-lead responsibilities.
• Experience supporting multiple companies or sites in a shared-services or multi-entity environment is preferred.
• Relevant certifications (ITIL 4 Foundation, Microsoft 365 or Azure Administrator, CompTIA Network+ or Security+), a plus.
• Experience with IT service desk ticketing systems and time tracking.

Responsibilities

• Lead day-to-day IT department operations across Canyon Equities and its portfolio of companies.
• Directly manage IT staff, set priorities, assign work, and balance workloads and on-site coverage.
• Coach, develop, and evaluate team members with regular one-on-ones and performance reviews.
• Lead recruiting, hiring, and onboarding of IT staff with career path planning.
• Oversee the IT service desk, establish triage, prioritization, and escalation standards.
• Define, track, and report SLAs and KPIs for each portfolio company.
• Remain hands-on in complex technical issues and contribute to projects as needed.
• Lead major incident responses, coordinate resolution, and conduct post-incident reviews.
• Standardize IT operations, including onboarding/offboarding, device deployment, access management, change control.
• Own service catalog, knowledge base, runbooks, and SOPs; keep documentation current.
• Oversee security controls, patching, backups, endpoint management; support audits and risk reviews.
• Manage asset lifecycle, procurement, and vendor relationships; review contracts and renewals.
• Ensure accurate time tracking and allocation to portfolio companies.
• Contribute to annual IT operating budget and monitor spending against plan.
• Monitor capacity and cost efficiency across organizations; drive improvements.
• Serve as liaison between IT team and Director of Digital Transformation; escalate only strategic issues.
• Provide regular updates on performance, incidents, risks, staffing, and resource needs.
• Translate digital transformation initiatives into IT team plans and resource allocations.
• Build relationships with business leaders and stakeholders; communicate service performance.

Skills

IT Leadership

Team Management

Windows

Microsoft 365

Active Directory

Endpoint Management

Networking

Cloud Infrastructure

ITIL

ERP Systems

Education

Bachelor's degree in information technology or computer science

Job description

Canyon Capital Resources in Grand Rapids, MI seeks an experienced IT Manager to lead the IT department, develop a high-performing team, and elevate technology services across our portfolio of companies. You will manage day-to-day operations, coach staff, and drive strategic initiatives with a focus on reliability, security, and scalable service delivery.

Reporting to the Director of Digital Transformation, this role requires hands-on leadership, strong stakeholder communication, and the ability