IT Operations Manager - Retail Infrastructure

Position Overview

The IT Operations Manager – Retail Infrastructure is responsible for owning day-to-day IT operations and execution across the retail and corporate environments. This role is execution‑focused, ensuring stability, consistency, and timely delivery of IT services, projects, and support. The role operates within a governed IT model, where advanced infrastructure architecture, security design, and complex remediation are supported by third‑party consultants. The IT Operations Manager is accountable for running the play, coordinating resources, and delivering outcomes within approved standards and approval frameworks.

Location: In person

Key Responsibilities

• Own day-to-day IT operations across retail locations and corporate environments
• Manage IT ticket flow, prioritization, and escalation
• Ensure timely resolution of issues impacting retail operations
• Coordinate internal IT resources, including IT Support Specialist(s) and hardware support
• Maintain operational stability and service quality
• Operate and maintain IT infrastructure within established standards
• Execute approved infrastructure changes and updates
• Perform validation and testing post‑change
• Monitor system health and surface risks early
• Maintain documentation, runbooks, and operational procedures
• Serve as the day‑to‑day point of contact for IT vendors and consultants
• Coordinate architecture reviews, technical check‑ins, and follow‑ups
• Implement consultant recommendations once approved
• Track consulting usage and flag potential overages
• Support procurement and vendor evaluation efforts
• Drive execution of IT projects and initiatives
• Manage timelines, dependencies, and cross‑functional coordination
• Communicate status, risks, and blockers proactively
• Maintain accurate documentation of systems, configurations, and standards
• Capture and institutionalize operational knowledge
• Reduce long‑term dependency on external support through knowledge transfer

Required Qualifications

• 2+ years of experience in IT operations or IT management
• Experience managing IT service delivery and ticketing
• Strong organizational and execution skills
• Experience coordinating vendors and third‑party support
• Comfortable operating within approval frameworks

Preferred Qualifications

• Experience supporting multi‑site or retail environments
• Exposure to networking, UCaaS, and infrastructure operations
• Experience working with consultants or external IT partners

Benefits & Perks

• Location: In person