IT Manager

Description

We are ERock!

ERock is a leader and innovator in distributed energy. ERock has responded to long-term trends in electricity by becoming the first smart‑grid supplier to US energy consumers. The company installs, operates, and integrates its highly flexible, low‑cost, and quick‑response distributed generation to increase reliability and stability, reduce costs and decrease carbon footprint.

At ERock, our backup generators ensure that customers will never be without power, allowing their business to operate normally when there is an outage in the area. Our innovative approach provides customers with highly reliable, ultra‑clean backup generation at a fraction of the cost of traditional backup solutions. We seek those who share our commitment to customer service, innovation, and ingenuity.

As the IT Manager at ERock, you will lead the delivery, reliability, and continuous improvement of enterprise IT services, infrastructure, and end‑user support. You will serve as the primary escalation point for company wide IT issues while ensuring systems, tools, and processes are secure, scalable, and aligned with business needs. This role blends hands‑on operational leadership with strategic oversight – driving IT service excellence, improving user experience, and enabling productivity across a distributed, mission‑critical environment, with a strong focus on automation and operational efficiency.

• Lead day‑to‑day IT operations across end‑user support, systems, and infrastructure services in a multi‑location environment.
• Own the IT helpdesk function, including ticketing workflows, SLAs, knowledge base management, and continuous process improvement.
• Serve as the primary escalation point for complex technical issues, ensuring timely resolution and clear communication to stakeholders.
• Oversee lifecycle management of IT assets, including hardware, software, licenses, and subscriptions.
• Manage onboarding and offboarding processes, ensuring secure and seamless provisioning and deprovisioning of user access and devices.
• Partner with infrastructure, network, security, and business applications teams to troubleshoot issues and maintain system reliability.
• Ensure effective data backup, disaster recovery, and business continuity processes are in place and regularly validated.
• Develop, implement, and enforce IT policies, standards, and procedures to ensure consistency, security, and compliance.
• Lead and develop IT support staff, including hiring, coaching, performance management, and career development.
• Plan and execute IT projects such as system upgrades, software deployments, and workplace technology improvements within budget and timelines.
• Manage vendor relationships, including third‑party support providers, licensing, and service performance.
• Drive automation initiatives across IT operations, including user provisioning, device management, ticket routing, and routine support tasks to improve efficiency and reduce manual effort.
• Identify opportunities for process optimization and implement automation tools (e.g., scripting, workflow automation, endpoint management) to enhance service delivery and scalability.

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• 7+ years of experience in IT operations, infrastructure, or end‑user support roles, with progression into leadership responsibilities.
• Demonstrated ability to lead teams, manage priorities, and deliver IT services in a fast‑paced environment.
• Experience implementing or leveraging automation (e.g., Power Shell, scripting, RMM/MDM tools, workflow automation) to streamline IT operations.
• Proven experience managing IT support functions (helpdesk/service desk) and ticketing systems.
• Strong knowledge of enterprise IT environments, including networks, servers, operating systems, and end‑user technologies.
• Experience with IT service management (ITSM) principles and frameworks (e.g., incident, problem, and change management).
• Hands‑on experience with Microsoft ecosystems (e.g., Windows, Azure AD/Entra , Microsoft 365).
• Experience managing vendors, service providers, and…