IT Services Manager - 24/7 Multi-Site IT Ops

Joy Baking Group; Lamonts Corners (PA); On-site; USD 80,000 - 110,000; Full time

Job summary

Joy Baking Group is seeking an IT Services Manager to oversee delivery and continuous improvement of IT support across all sites in a 24/7 manufacturing setting. You will coordinate internal IT staff, MSPs, and vendors to ensure reliable, responsive service and strong user experience.

The role emphasizes SLAs, escalation management, asset provisioning, and on-call planning, with a focus on metrics and continuous improvement. Travel up to 10% may be required.

Qualifications

• Bachelor's degree or equivalent IT work experience.
• 5+ years of IT operations management experience.
• Experience coordinating with MSPs or co-managed IT models.
• Understanding of ITIL service management principles; ITIL cert is a plus.
• Hands-on with IT ticketing systems such as Freshservice, Jira, Zendesk or ServiceNow.

Responsibilities

• Oversee day-to-day end-user IT support across all sites.
• Establish, monitor, and enforce SLAs with staff and MSPs.
• Coordinate onboarding/offboarding and IT asset provisioning with HR and business units.
• Maintain on-call schedules and incident/escalation processes.
• Provide regular reporting on tickets, resolutions, SLA compliance, and satisfaction.
• Drive continual service improvement and change control with MSPs.

Skills

IT Operations Management

ITIL principles

MSP coordination

End-user support

Ticketing systems

Windows/AD

Remote support tools

Vendor coordination

Education

Bachelor's degree

Equivalent IT work experience

Tools

Freshservice

Jira

Zendesk

ServiceNow

Microsoft 365

Active Directory

Windows Server

Job description

Joy Baking Group is seeking an IT Services Manager to oversee delivery and continuous improvement of IT support across all sites in a 24/7 manufacturing setting. You will coordinate internal IT staff, MSPs, and vendors to ensure reliable, responsive service and strong user experience.

The role emphasizes SLAs, escalation management, asset provisioning, and on-call planning, with a focus on metrics and continuous improvement. Travel up to 10% may be required.