{"id":2665194,"url":"https://alion.io/job/joybakinggroup-it-services-manager","title":"IT Services Manager","company":{"id":4422274,"name":"Joy Baking Group","domain":"joybakinggroup.com","url":"https://alion.io/company/joybakinggroup","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":null},"role":"Management","role_family":"Management","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Hermitage, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":80000,"max":110000,"currency":"USD","period":"year","gross":null,"usd_annual":110000},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"Jira","optional":false},{"name":"ServiceNow","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-16T02:06:11Z","employer_posted_date":"2026-10-16","last_verified_at":"2026-10-16T15:32:42Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Overview\nThe IT Services Manager is responsible for overseeing the delivery, coordination, and continuous improvement of IT support services across all Joy Baking Group locations. This includes managing internal support workflows, ticketing systems, and the system performance of co-managed service providers (MSPs). The role acts as a key liaison between the business, internal IT staff, and external vendors to ensure reliable, responsive, and end-user focused IT service delivery in support of a 24/7 manufacturing environment.\nResponsibilities\nManage the day-to-day operation of end-user IT support across all sites\nEstablish, monitor, and enforce service level agreements (SLAs) with internal staff and Manage Service Provider (MSPs)\nImplementing IT service strategies to optimize service quality, efficiency, and user experience\nAct as the point of escalation for unresolved or high-priority support incidents\nCoordinate user onboarding/offboarding and IT asset provisioning with HR and business units\nEnsure on-call support schedules are maintained and communicated across teams\nManage relationships with external support providers, including MSPs, telecommunications, and IT hardware/software vendors\nConduct regular performance reviews and service quality checks with MSPs\nMonitor system availability and ensure infrastructure alerts and escalations are being addressed\nSupport the transition of infrastructure changes or outages between MSPs\nWork with MSP to develop and maintain escalation processes and knowledge base content\nDrive continuous improvement in service delivery, ticket handling, and communication\nCollaborate with MSP on change control and incident management processes\nProvide regular reporting on ticket volumes, resolution times, SLA compliance, and user satisfaction\nIdentify recurring issues and work with appropriate teams to develop long-term solutions\nTrack hardware/software inventories and license renewals in coordination with MSP and procurement\nEssential Functions\nMust be highly organized and able to manage multiple priorities and service demands in a fast-paced environment\nStrong problem-solving skills with the ability to triage, assess, and escalate technical issues appropriately\nExcellent communication skills, both verbal and written, to interact effectively with technical and non-technical users across all levels of the organization\nAbility to build positive working relationships with internal staff, MSPs, and business stakeholders\nMust be detail-oriented, self-motivated, and capable of working independently with minimal supervision\nComfortable leading meetings, conducting performance reviews, and facilitating service improvement discussions\nAbility to analyze support data and produce actionable reports on IT service performance \nMust have full use of arms and legs and be able to climb stairs to access all areas of the plant and offices \nAble to kneel, squat, bend, stoop, twist, and lift >20lbs. on an occasional basis \nAbility to work flexible hours as needed, including participation in on-call rotation support planning\nAble to travel up to 10% to other Joy Baking Group sites \nQualifications\nBachelor’s degree or equivalent IT work experience \nProven experience as an IT Operations Manager, supervising IT support staff \n5+ years of experience managing complex IT operations, with a focus on system administration, end-user support and managing server, and desktop computing environments \nExperience managing or coordinating with a Managed Service Provider (MSP) or co-managed IT support model\nStrong understanding of ITIL service management principles and best practices (ITIL certification preferred)\nHands-on experience with IT ticketing systems (e.g., Freshservice, Jira, Zendesk, ServiceNow)\nProficiency with Microsoft 365, Windows environments(PCs and Server), Active Directory, and remote support tools\nExperience coordinating support for multi-site or manufacturing environments is preferred\nFamiliarity with hardware/software asset tracking, license management, and vendor coordination\nPay Range\nUSD $80,000.00 - 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