IT Service Operations Manager

Baldor Specialty Foods, Inc.

New York (NY)

On-site

USD 120,000 - 170,000

Full time

7 days ago

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Benefits offered by this job

Paid Time Off

Medical, Dental & Vision Coverage

401(k) Plan with Match

Life Insurance

Disability Coverage

Employee discounts

Commuter Benefits

Career growth opportunities

Job summary

Baldor is seeking an IT Service Operations Manager to lead our 24/7 Service Desk and own the incident management program within the Technology Team. Based at our Bronx headquarters, you will drive reliability, observability, and on-call excellence across distribution centers and corporate offices.

You will partner with Infrastructure, Security, Product, and business stakeholders to develop SOPs, reduce incidents, and empower the team with AI-augmented tooling, automation, and scalable processes

Qualifications

Bachelor degree or equivalent work experience in a relevant field.
5+ years in IT operations, including people management.
Experience owning incident management programs and post-mortems.
Working knowledge of reliability, observability, and automation.
Experience with ITSM platforms (Zendesk, Jira) and monitoring tools.

Responsibilities

Lead 24/7 IT Service Desk across three shifts, meeting SLAs.
Coach Service Desk supervisors and technicians for excellence.
Own incident management, on-call, major incidents, reviews, and actions.
Set reliability targets, monitoring, and on-call escalation.
Leverage AI/automation to improve efficiency and uptime.
Collaborate with Infrastructure, Security, and Product on resiliency.
Oversee endpoint management, IAM operations, and device lifecycle.
Manage vendor relationships with SLAs and performance reviews.

Skills

IT operations

Leadership

Incident management

Observability

Automation

Effective communication

SLA management

Problem solving

Education

Bachelor's degree in Computer Science, MIS, Engineering, or related

Tools

Zendesk

Jira

Azure Monitor

Prometheus

Grafana

Intune

PowerShell

Python

Job description

OVERVIEW

Baldor is seeking an IT Service Operations Manager to join our Technology Team, reporting to the Director of Infrastructure & Cybersecurity. Baldor's Technology organization delivers reliable, scalable, and secure technology services that power our distribution centers, corporate offices, and customer-facing platforms.

Brief Description

OVERVIEW

This role leads our 24/7 IT Service Desk while also owning the technology incident management program and our department-wide reliability and IT resiliency practices. The IT Service Operations Manager delivers responsive support to end users across our Bronx headquarters and branch distribution centers, manages production incidents with urgency, and drives an operational excellence agenda that develops the team, reduces incident frequency, and improves observability across our services.

This is a leadership-focused role grounded in deep technical experience. The manager is expected to roll up their sleeves, with no task too small, to guide complex incidents and build new operational capabilities. They partner with Infrastructure, Security, Product, and business stakeholders to translate operational needs into standard operating procedures (SOPs) that drive day-to-day execution, proactively prevent incidents, and elevate the end user experience.

Key Responsibilities

Lead 24/7 IT Service Desk operations across three shifts, ensuring tickets meet defined SLAs across our distribution centers
Coach and develop Service Desk supervisors and technicians, fostering a culture of urgency, accountability, and continuous improvement
Own the technology incident management program, including the on-call schedule, major incident response, executive communications, post-incident reviews, and corrective actions to prevent recurrence
Establish reliability targets for critical systems, mature monitoring and alerting, and formalize on-call paging and escalation
Leverage AI and automation to drive efficiencies across the team; Baldor actively encourages the use of AI-augmented tooling to reduce repetitive work, accelerate response, and improve uptime, with latitude to introduce new capabilities and build an automation-first mindset
Partner with Infrastructure, Security, and Product teams to design for resiliency, and maintain business continuity procedures, failover testing, and recovery runbooks
Own endpoint management and the device lifecycle, including Intune-based MDM for Windows, macOS, iOS, and Android; imaging, patching, and compliance state; hardware refresh, asset inventory, and procurement coordination
Own identity and access management (IAM) operations for end users, including onboarding and offboarding, role and access changes, provisioning standards, and account lifecycle hygiene
Configure and continually improve our Zendesk and Jira Work Management platforms to streamline ticketing workflows, surface meaningful reporting, and deliver a better end user experience
Manage VAR and vendor relationships with ownership of SLAs, performance reviews, and quality outcomes

Requirements

Bachelor's degree (Computer Science, MIS, Engineering, or related) preferred, or equivalent work experience
5+ years in IT operations, Service Desk, or infrastructure roles, including direct people management; a hands-on leader with a technical background who operates alongside the team
Previous experience owning or contributing to an incident management program (major incident response, root cause analysis, and post-mortems)
Working knowledge of reliability principles (service-level targets, observability, and automation)
Experience with ITSM platforms (Zendesk, Jira, or equivalent), monitoring/observability tooling (Azure Monitor, Prometheus, Grafana, or equivalent), and endpoint management (Microsoft Intune or equivalent MDM)
Strong analytical and problem-solving skills under pressure; excellent written and verbal communication, with experience presenting operational performance to leadership and partnering across technical and non-technical stakeholders

Preferred Qualifications

Experience building or maturing a reliability or operational excellence practice, including standing up on-call paging platforms (PagerDuty, Opsgenie, or equivalent)
Hands-on experience with Microsoft Azure (Azure Monitor, Log Analytics, Action Groups) and automation/scripting (PowerShell, Python, or equivalent)
Experience supporting distributed operations across multiple sites (warehouse, logistics, or food distribution environments) and familiarity with IT compliance and security frameworks

What Success Looks Like

Service Desk meets or exceeds SLA, response time, and customer satisfaction targets across all shifts.
Major incidents are managed with clear communication, fast resolution, and rigorous follow-through on corrective actions.
Reliability targets, mature monitoring and alerting, and a formal on-call/paging program are in place, with a measurable downward trend in incident frequency.
IT resiliency plans are documented, tested, and trusted by the business.
Endpoint compliance, asset hygiene, and IAM operations are auditable, accurate, and meet our security and compliance standards.
The Service Desk team is engaged, developing in their careers, and delivering an excellent end user experience.

WORK ENVIRONMENT & SCHEDULE

Primarily on-site at our Bronx headquarters (155 Food Center Drive), with occasional travel to branch distribution centers as needed
Participates in the on-call rotation as the senior escalation point for major incidents
Ability to work additional hours, weekends, or holidays as needed for major incidents and system implementations

About Baldor

Since our beginnings as part of the iconic Greenwich Village retail store, Balducci’s, Baldor has upheld its original promise—to curate and deliver the finest ingredients from around the world. For more than 30 years, we have supported the food industry using cutting-edge logistics, a modern supply chain, and an unwavering commitment to service. Today, we are the trusted distribution partner for top hotels, restaurants, country clubs, hospitals, nursing homes, and culinary professionals across the region.

Benefits