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IT Manager

Position Overview: Due to HM Cragg's continued growth and increasing reliance on secure, reliable, and integrated technology platforms, we are seeking an IT Manager to provide hands-on leadership and operational support for the company's IT environment. This role is responsible for managing the day-to-day performance, priorities, workload, development, and accountability of the Help Desk and System Administration team. The IT Manager works under the direction of the IT Director to ensure technology systems are stable, secure, scalable, well-documented, and responsive to business needs.

Reporting Relationship: The IT Manager reports to the IT Director.

IT Manager Responsibilities/Accountabilities:

· Technology Operations

o Maintain reliable day-to-day operation of HM Cragg's IT infrastructure, including servers, workstations, laptops, cloud services, collaboration tools, printers, and end-user technology.

o Monitor system performance, resolve technical issues, coordinate escalations, and ensure recurring problems are documented and addressed through root-cause resolution.

o Maintain accurate inventories, asset records, licensing information, equipment lifecycle plans, system documentation, and support procedures.

o Support IT projects assigned by the IT Director, including system upgrades, hardware refreshes, office moves, new location setup, and technology standardization.

o Plan and manage assigned IT initiatives using MS Planner or other project planning tool.

· ERP and Enterprise Application Support

o Provide hands-on technical administration and support for HM Cragg's ERP platform, including user access, security roles, environment coordination, issue troubleshooting, system monitoring, and vendor escalation.

o Partner with the IT Director, Business Systems team, internal developer, and external ERP partners to maintain system stability, integrations, upgrades, patches, and technical documentation.

o Support ERP-related technical issue resolution while ensuring Business Systems retains ownership of business process requirements, functional configuration decisions, user training, and data integrity.

o Assist with ERP testing, release readiness, environment refreshes, integration monitoring, and post-upgrade support as directed by the IT Director.

· Cybersecurity, Identity, and Access Management

o Administer and maintain cybersecurity tools and controls, including endpoint protection, patching, vulnerability remediation, anti-phishing tools, backup monitoring, and security alert follow-up.

o Manage identity and access administration, including Microsoft 365, Active Directory or Entra ID, user provisioning, permissions, multi-factor authentication, and Single Sign-On (SSO).

o Execute security standards and procedures established by the IT Director, including access reviews, onboarding and offboarding controls, password policies, device security, and Principle of Least Privilege (PoLP) practices.

o Support incident response activities by documenting events, coordination and administration of initial containment steps, escalation, remediation, and follow-up actions.

· Network Infrastructure and Connectivity

o Maintain and troubleshoot network infrastructure across HM Cragg locations, including switches, access points, routers, firewalls, cabling, VLANs, VPN connectivity, wireless networks, and internet circuits.

o Monitor network availability, performance, and security; coordinate vendor support; and ensure network documentation, diagrams, passwords, and configuration records are current and secure.

o Support connectivity needs for remote offices, field employees, and mobile users, while maintaining consistent standards across sites.

· Telephony, Collaboration, and Facility Technology

o Administer and support the company's telephone system, call routing, voicemail, mobile devices, conferencing tools, and communication platforms.

o Support facility-related technology systems, including access control, cameras, building security systems, audio-visual systems, and conference room technology.

o Coordinate service tickets, maintenance activities, and vendor support for telecommunications and facility technology systems.

· Help Desk, User Support, and Service Delivery

o Oversee daily help desk support, ticket triage, user communication, issue escalation, and timely resolution of hardware, software, access, network, printer, phone, and ERP-related technical and permissions issues.

o Lead IT onboarding and offboarding activities for employee owners, including account setup, device preparation, access provisioning, security training, and equipment recovery.

o Maintain a service-oriented approach with internal customers by communicating clearly, setting expectations, and following through on commitments.

o Manage the Help Desk team's daily workload, ticket queues, priorities, service levels, escalation practices, and internal customer communication to ensure responsive, consistent, and professional support.

o Hire, supervise, coach, train, and develop Help Desk employees by setting clear expectations, reviewing ticket quality, reinforcing documentation standards, providing feedback, and building technical and customer-service capabilities.

o Manage the System Administrator position by assigning priorities, reviewing infrastructure work, coordinating maintenance windows, ensuring timely completion

of assigned tasks, and validating that systems are maintained according to company standards.

o Working with the IT Director, establish and monitor practical IT service delivery metrics, including ticket volume, aging, resolution time, recurring issues, escalation trends, onboarding/offboarding completion, and user satisfaction feedback.

o Ensure Help Desk and System Administrator work is properly documented, cross-trained, repeatable, and aligned with cybersecurity, access control, asset management, and change management expectations.

· Vendor Coordination and Documentation

o Coordinate day-to-day work with managed service providers, ERP partners, telecommunications vendors, security vendors, and other technology partners under the direction of the IT Director.

o Track vendor tickets, open issues, renewal dates, support contracts, and escalation items to ensure accountability and timely completion.

o Maintain current documentation for systems, networks, applications, access rights, vendors, support procedures, and standard operating practices.

Requirements:

Skills/Knowledge

· Strong working knowledge of ERP system administration, enterprise application support, user access management, technical troubleshooting, upgrades, integrations, and vendor escalation.

· Hands-on experience administering Microsoft 365, Active Directory or Entra ID, identity management, Single Sign-On (SSO), multi-factor authentication, endpoint management, and user permissions.

· Strong understanding of cybersecurity operations, including endpoint protection, patch management, vulnerability remediation, backup monitoring, security alerts, access controls, and incident response support.

· Demonstrated experience maintaining and troubleshooting networks, including switches, access points, routers, firewalls, VPNs, wireless networks, cabling, and internet connectivity.

· Experience supporting telephone systems, mobile devices, collaboration platforms, conferencing tools, printers, and facility-related technology systems.

· Ability to lead the documentation of systems, processes, configurations, incidents, and recurring support issues in a clear and organized manner.

· Experience leading or supervising Help Desk technicians, System Administrators, or technical support staff, including workload management, coaching, accountability, documentation, and service level improvement.

· Strong analytical, troubleshooting, communication, prioritization, and follow-through skills in a multi-location environment.

· Demonstrated project planning skills and experience.

Personal Attributes:

· Service-oriented professional who communicates clearly, follows through on commitments, and manages internal customer expectations with urgency and professionalism.

· Hands-on problem solver who takes ownership of issues, investigates root causes, and drives practical solutions.

· Demonstrates honesty, confidentiality, integrity, and sound judgment when handling sensitive systems, data, credentials, and security matters.

· Demonstrates the ability to work in high stress, time sensitive situations.

· Collaborative team member who works effectively with the IT Director, Business Systems, end users, vendors, and leadership.

· Organized, detail-oriented, and able to balance daily support demands with project work, and documentation.

· Capable people manager who sets clear priorities, develops technical staff, holds team members accountable, and creates a professional, responsive, and well-organized support culture.

· Committed to continuous improvement, security awareness, reliability, and scalable technology practices.

Posting Qualifications:

· Bachelor's degree in Information Technology, Computer Science, Information Systems, Cybersecurity, or related field preferred; equivalent experience may be considered.

· 5+ years of progressive IT experience supporting infrastructure, enterprise applications, networks, cybersecurity tools, end-user technology, and multi-site operations.

· 2+ years of experience supervising, leading, or coordinating Help Desk, System Administrator, infrastructure, or technical support personnel preferred.

· Direct experience supporting and maintaining ERP systems required.

· Experience administering Microsoft 365, Active Directory or Entra ID, SSO, MFA, endpoint devices, and security controls.

· Demonstrated experience with network infrastructure, including switches, access points, routers, firewalls, VPNs, wireless networks, and connectivity troubleshooting.

· Experience supporting telephone systems, mobile devices, conference room technology, printers, and facility technology systems preferred.

· Experience working with managed service providers, ERP partners, telecommunications vendors, security vendors, or other technology partners preferred.

· Minimal travel required; occasional travel to HM Cragg locations may be needed.