Senior IT Manager

The Paper Store is committed to being the premiere destination for all of our customer's gift-giving needs. Our mission is to share our passion for The Paper Store with each customer, during each visit, by going above and beyond their expectations for both selection and service.

The Senior IT Manager will be responsible for overseeing the daily operations of our IT department, including internal IT resources, network management, infrastructure, hardware, and IT security. This role involves managing an outsourced help desk, coordinating with multiple vendors, and ensuring the seamless execution and enhancement of IT operations.

The Senior IT Manager reports directly to the Executive Director of Technology.

COMPETENCIES:

• Communication: Communication is direct and to the point while maintaining employees' self-esteem. Sets clear performance expectations and provides ongoing feedback. Solicits dialogue to ensure understanding of expectations.
• Leadership: Ability to motivate and influence the team to create buy-in. Clarifies initiatives and articulates their strategic relevance. Helps employees to see the potential for developing their skills; assists them ineliminatingbarriers to their development.
• Development: Demonstrates a passion for teaching. Identifies skill opportunities and takes timely and appropriate action to coach, develop and redirect employees as needed.
• Delegation: Delegates responsibility based on the employee's ability and potential. Communicate action steps and desired outcomes. Follows up to ensure success.
• Accountability: Demonstrates a sense of corporate responsibility. Takes personal ownership and responsibility for the quality and timeliness of work. Ensures that actions are consistent with words.
• Creativity and Initiative: Forward-thinking, recognizes opportunities and finds new ways of doing things and implements improvements whenever possible. Encourages creativity and innovation.
• Professionalism: Maintains a professional and positive manner even under changing or uncertain conditions. Works well with a wide range of individuals to provide support, encouragement and direction. Engages others to accomplish organizational and departmental goals. Is seen as a role model.
• Personal Development: Displays self-awareness, a high level of energy, persistence and a positive outlook. Continuously seeks ways to improve and learns from mistakes and constructive feedback.

KEY RESPONSIBILITIES:

• Be a TPS Brand Ambassador
• Oversee daily IT operations, including internal IT resources, network systems, infrastructure, hardware, and security
• Supervise relationships with outsourced help desk providers and other IT vendors, ensuring service level agreements (SLAs) are met and issues are resolved promptly

• Direct and support internal IT staff to ensure effective performance and alignment with departmental goals
• Lead, mentor, and develop the IT team, fostering a collaborative and productive work environment
• Develop and execute IT strategies that align with organizational goals; manage IT budgets and allocate resources effectively
• Implement and maintain IT security measures; ensure compliance with relevant regulations and standards
• Identify and drive opportunities for process improvements and technology upgrades to enhance service delivery and operational efficiency
• Develop standard operating procedures based on best practice and in support of strategies set by upper management; ensuring documented protocols, guidelines, and training are provided to all end-users
• Develop and implement IT Support policies, procedures, and documentation to ensure consistent service delivery
• Collaborate with other departments to ensure support services are meeting the broader needs and goals of the company
• Respond to help desk tickets and act as a point of escalation for the IT Support team

JOB REQUIREMENTS:

• Experience: 7+ years of experience in IT management, with a proven track record in overseeing network systems, infrastructure, hardware, IT security, and internal IT resources.
• Skills:
  • Strong leadership and team management abilities.
  • Deep technical expertise in network systems, IT infrastructure, hardware, and cybersecurity.
  • Proven experience in managing outsourced help desks and vendor relationships.
  • Excellent problem-solving and analytical skills.
  • Effective communication skills for interacting with stakeholders, vendors, and team members.
• Education: Bachelor's degree in Computer Science, Information Technology, or a related field
• Certifications: Relevant certifications such as ITIL, PMP, CISSP, or CCNA are advantageous.
• Ability to work 3+ days/week at the Corporate Office in Acton, MA

• Professional presentation in attire, demeanor, and appearance

The Paper Store is an equal-opportunity employer and considers all qualified applicants for employment without regard to race, color, national origin, religion, sex, disability, age, veteran status, or any other classification protected by state, local or federal law.

We are looking for a full-time Senior IT Manager at our Corporate Office in Acton, MA!