Job Description

Job Description

Job Description

TPS Group Holdings, a family of brands including The Paper Store and Uncharted, is dedicated to creating destinations that inspire, delight, and surprise. Our mission is to connect with every customer through carefully chosen products, immersive shopping experiences, and service that goes the extra mile.

Senior IT Manager

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 in eliminating barriers 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:

• Serve as a TPS Brand Ambassador.
• Oversee daily IT operations, including management of internal IT resources, network systems, infrastructure, hardware, and security.
• Manage relationships with outsourced help desk providers and other IT vendors, ensuring service level agreements (SLAs) are met and issues are resolved promptly.
• Provide direction and support to internal IT staff to ensure high performance and alignment with departmental objectives.
• Lead, mentor, and develop the IT team, fostering a collaborative, engaged, and high-performing work environment.

• Develop and execute IT strategies that align with organizational goals; manage the IT budget and allocate resources efficiently.
• Implement and uphold IT security protocols; ensure compliance with applicable regulations and industry standards.
• Identify and drive process improvements and technology enhancements to elevate service delivery and operational efficiency.
• Create and maintain standard operating procedures based on best practices and strategic direction, ensuring all end-users receive clear documentation and training.
• Develop and enforce IT support policies, procedures, and documentation to ensure consistency and quality of service.
• Collaborate cross-functionally to ensure IT support services align with broader organizational needs and objectives.
• Respond to help desk tickets and serve as the primary escalation point for the IT Support team.

JOB REQUIREMENTS:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 7+ years of experience in IT management, with a proven track record in overseeing network systems, infrastructure, hardware, IT security, and internal IT resources.
• Proven ability to lead, develop, and inspire high-performing teams while fostering a culture of accountability, collaboration, and continuous improvement.
• Extensive technical expertise in network architecture, IT infrastructure, hardware systems, and cybersecurity, with a strong focus on stability, scalability, and security best practices.
• Demonstrated success in managing outsourced help desks and vendor partnerships, ensuring service level compliance, timely issue resolution, and continuous service improvement.
• Exceptional analytical and problem-solving skills, with a proven ability to diagnose complex technical issues, implement effective solutions, and optimize IT operations.
• Strong interpersonal and communication skills, with the ability to effectively engage and collaborate with stakeholders, vendors, and cross-functional team members.
• Relevant certifications such as ITIL, PMP, CISSP, or CCNA are advantageous.
• Collaborative and adaptable mindset, with a demonstrated ability to adjust to shifting priorities and support team members in meeting critical deadlines.
• Ability to work a minimum of 3+ days per week at the Corporate Office in Acton, MA.
• Professional presentation in attire, demeanor, and appearance.

TPS Group Holdings LLC 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.

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