Senior Manager IT Operations

W. W. Grainger; Green Bay (WI); Hybrid; USD 140,000 - 190,000; Full time

Benefits offered by this job

Work/Life balance

Immediate medical, dental, vision; 18d

6% retirement contribution, vested

Job summary

Imperial Supplies, a Grainger Company, headquartered in the US, seeks a Senior Manager IT Operations to lead IT support and operations and drive excellence across the organization. You will shape processes, oversee service delivery, and partner with Grainger IT and vendors to ensure secure, reliable technology services.

You will manage a team, implement best practices, and advance observability, automation, and security initiatives while aligning with business priorities.

Qualifications

• Bachelor's degree or equivalent experience in a related field.
• Demonstrated leadership of IT Operations teams.
• Experience in IT operations, service management and technical support.
• Working knowledge of cloud technologies, SaaS platforms and identity management.
• Strong communication and collaboration skills.
• Hybrid work with three days per week in the office.

Responsibilities

• Lead day-to-day IT Operations, including service desk, incident, problem, change and knowledge management.
• Evaluate current-state operations and propose improvements to service delivery and efficiency.
• Develop and mature IT service management processes, reporting, and automation.
• Oversee cloud applications, SaaS platforms, endpoints and identity services.
• Manage relationships with Grainger IT and vendors to ensure high-quality service.
• Drive observability, monitoring, automation and AI-enabled solutions.
• Collaborate with security/compliance to support governance and risk reduction.
• Coach and develop a high-performing IT team and foster accountability.
• Act as trusted advisor to business stakeholders on operational risks and opportunities.

Skills

Leadership

IT Operations

Service management

Cloud technologies

SaaS platforms

Identity management

Communication

Education

Bachelor's degree in Computer Science, Information Technology, or related field

Job description

Imperial Supplies, a Grainger Company, is a national distributor of quality maintenance products. Serving the fleet maintenance industry since 1958, Imperial has formed lasting relationships with customers by tailoring our services to meet their changing needs.

Our welcoming workplace enables you to learn, grow and make a difference by keeping businesses running and their people safe. As a Great Place to Work-Certified™ company, we’re looking for passionate people to join our team as we continue leading the industry.

Lead the future of IT Operations while making a direct impact on the business.

We're looking for a hands‑on, strategic Senior Manager IT Operations to lead and evolve our IT support and operational capabilities. This is an opportunity for an experienced technology leader who thrives on solving complex problems, building scalable processes, and developing high‑performing teams.

In this role, you'll oversee IT Operations, service desk functions, service management processes, and technology support services across the organization. You'll partner closely with business leaders, Grainger IT, and technology vendors to ensure reliable, secure, and customer‑focused technology services. Most importantly, you'll help shape the future state of IT Operations—identifying opportunities for improvement, implementing best practices, and driving operational excellence.

What You'll Do

• Lead day-to-day IT Operations, including service desk, incident, problem, change, request, and knowledge management processes.
• Evaluate current-state operations and develop recommendations that improve service delivery, operational efficiency, and user experience.
• Build and mature IT service management practices, workflows, reporting, automation, and service‑level performance.
• Oversee support for cloud applications, SaaS platforms, endpoint technologies, and identity services.
• Manage relationships with Grainger IT and third‑party technology providers to ensure high‑quality service and issue resolution.
• Drive observability, monitoring, automation, and AI‑enabled solutions that enhance operational effectiveness.
• Partner with security and compliance teams to support governance, access management, and risk reduction initiatives.
• Coach, develop, and lead a team of IT professionals while fostering a culture of accountability, collaboration, and continuous improvement.
• Serve as a trusted advisor to business stakeholders by proactively identifying operational risks and improvement opportunities.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• Previous leadership experience managing or leading teams.
• Experience in IT Operations, technical support, or service management environments.
• Working knowledge of cloud technologies, SaaS platforms, identity management, networking, and IT service management tools.
• Strong communication, collaboration, and problem‑solving skills.
• Hybrid work arrangement with an expectation of three days per week in the office.
• Occasional evening or weekend support may be required.
• Minimal travel will be required.

Why Join Us?

• Work/Life balance
• Immediate medical, dental, vision; 18 days paid vacation, 7 paid holidays and 6% of annual earnings contributed to your retirement, immediately vested!

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, protected veteran status or any other protected characteristic under federal, state, or local law. We are proud to be an equal opportunity workplace.

We are committed to fostering an inclusive, accessible work environment that includes both providing reasonable accommodations to individuals with disabilities during the application and hiring process as well as throughout the course of one’s employment, should you need a reasonable accommodation during the application and selection process, including, but not limited to use of our website, any part of the application, interview or hiring process, please advise us so that we can provide appropriate assistance.