IT Operations Manager

Description

Kanawha Scales & Systems (KSS) is a leader in industrial weighing, measurement, and automation solutions, supporting customers across manufacturing, mining, utilities, logistics, aerospace, defense, and energy. For decades, we’ve built our reputation on technical expertise, reliable service, and a simple philosophy: take care of our customers and take care of our people.

At KSS, our people are what set us apart. We offer competitive pay, strong benefits, and ongoing training to support long-term growth. As we continue to expand, we provide real opportunities for employees to develop their skills, advance their careers, and make an impact.

The IT Operations Manager is responsible for the day‑to‑day leadership, reliability, and continuous improvement of the company’s information technology operations. This role serves as the primary owner of the managed service provider (MSP) relationship, ensuring contracted services are delivered effectively, securely, and in alignment with business needs.

This position provides operational oversight across infrastructure, end‑user computing, business systems, security operations, and IT service management, while partnering closely with internal leadership and third‑party providers. The IT Operations Manager is a hands‑on leader who balances strategic planning with practical execution and accountability.

To support our operational footprint and on‑site collaboration needs, candidates must be based in one of the following locations:

• Charlotte, North Carolina
• Columbus, Ohio
• Poca, West Virginia
• Pittsburgh, Pennsylvania
• Memphis, Tennessee

Candidates must be able to reliably commute to or reside within one of these areas to be considered for the role.

• Serve as the primary point of contact and escalation for the Managed Service Provider (MSP)
• Define, monitor, and enforce service level agreements (SLAs), KPIs, and performance metrics
• Conduct regular service and roadmap reviews with MSP leadership
• Ensure MSP services align with security, compliance, and operational standards
• Evaluate vendor performance and recommend improvements or changes

• Oversee daily operation of infrastructure, cloud services, endpoints, and networks
• Ensure system availability, performance, and scalability
• Own incident, problem, and change management processes
• Maintain documentation, runbooks, and standard operating procedures

• Coordinate Cybersecurity operations with MSP and internal stakeholders
• Support audits, customer security requirements, and compliance initiatives
• Oversee identity, access management, and endpoint security

• Oversee operational support for ERP, CRM, HRIS, and collaboration platforms
• Ensure consistent, high‑quality end‑user support across all locations
• Manage device lifecycle and standardization

• Assist with IT operational budgeting and vendor spend optimization
• Identify opportunities to improve service quality and reduce risk
• Support technology initiatives related to modernization and acquisitions

• Bachelor’s degree in information technology or equivalent experience
• 5+ years of experience in IT operations or service delivery
• Experience managing MSPs or outsourced IT providers
• Strong understanding of enterprise IT environments
• Excellent communication and organizational skills

• Experience in multi‑location or field‑service organizations
• Familiarity with Microsoft ecosystem
• Familiarity with Cisco Meraki SD‑WAN technology
• ITIL certification or equivalent

• Office environment; mostly sitting

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

We provide a competitive compensation and benefits package, including:

• Health Insurance:
  Highmark
• Critical Illness, Accidental, and Hospital Indemnity Plans
• Dental and Vision Plans
• Company‑paid…