Job description

Position Overview A strategic and hands-on IT Lead is needed to oversee three critical areas of technology operations: Local Infrastructure Management, Help Desk Leadership, and Azure Platform Administration. This role ensures the stability, security, and efficiency of IT systems while serving as a key contributor to both operational excellence and strategic initiatives. As the primary point of contact for internal IT support, this position requires a professional, collaborative demeanor, strong leadership skills, and a proactive approach to service delivery and process improvement. Key Responsibilities: Local IT Infrastructure Management • Own and manage local IT infrastructure, including daily operations and continuous improvement initiatives. • Act as the primary liaison with third-party infrastructure vendors and service providers. • Support and maintain the local area network (LAN), phone systems, Windows and Mac workstations, and related peripherals. • Manage warehouse technologies such as barcode scanners, label printers, HP printers, baggers, panel displays, and other specialized equipment. • Collaborate with warehouse leadership to maintain and improve warehouse technology systems. • Support AV and conferencing technology in meeting rooms, including docking stations, conference phones, wall-mounted displays, and micro-PCs. • Provide IT support for a satellite office in York, PA, including small network administration and support for design-specific printing equipment. Cybersecurity • Work with the Global Cybersecurity Lead to implement security initiatives across on-premises and Azure environments. • Lead the transition from local domain controllers to cloud-based services where appropriate. • Support the rollout of security awareness training, patch management, and regular risk assessments. • Stay informed about emerging cybersecurity threats and update security protocols accordingly. Help Desk Function Management • Oversee IT Help Desk operations via Zendesk, ensuring efficient ticket triage and resolution. • Route tickets to the appropriate support areas (e.g., ERP, Analytics, Infrastructure, Administration, Platform Support). • Develop and maintain IT service level agreements (SLAs) in collaboration with IT leadership. • Monitor SLA performance, escalate risks, and coordinate with other IT functions as necessary. • Personally handle local IT support tickets and ensure consistent, value-added communication in ticket updates. • Promote accountability across IT teams by fostering timely and professional ticket resolution. • Utilize Zendesk reporting tools or Power BI to generate performance and trend reports. • Coordinate with HR to manage IT onboarding/offboarding processes, including provisioning and de-provisioning of hardware, software, and access. Azure Platform Administration • Administer and optimize the organization’s Azure Cloud Platform for performance, cost-efficiency, and security. • Identify opportunities for cloud service improvements and cost reduction. • Oversee access controls, governance, backup strategies, and disaster recovery planning. • Monitor cloud resource usage and provide regular reporting on performance, costs, and optimization opportunities. • Stay up to date with Azure developments and implement relevant improvements as appropriate. Qualifications • Bachelor’s degree in Information Technology, Computer Science, or a related field (Master’s degree or certifications such as PMP, ITIL, Azure Administrator are a plus). • Minimum 8 years of IT experience, including leadership in infrastructure, help desk operations, cybersecurity, and cloud administration. • Proven expertise with Microsoft Azure, security best practices, and vendor management. • Strong leadership, communication, and organizational skills. • Ability to work in a dynamic, fast-paced environment with shifting priorities. Working Conditions • Location: Niles, IL (Onsite) • Travel: Occasional travel to York, PA • Schedule: Full-time; standard business hours with flexibility as needed

Requirements