IT Operations and Applications Manager

Job Title: IT Operations & Applications Manager

Work Location: Hybrid in Miami, FL 33172

We are seeking an experienced IT Operations & Applications Manager to oversee the day-to-day technology environment supporting our corporate offices and warehouse operations.

This role will lead our infrastructure and help desk functions and serve as a key point of accountability for IT operations, infrastructure, cybersecurity coordination, end-user technology, and enterprise applications, including our SAP S/4

HANA environment.

The ideal candidate is a hands-on IT leader who combines strong technical expertise with effective team, vendor, and stakeholder management. This position does not require deep SAP development or consulting expertise; however, the successful candidate should have experience working within an ERP environment and be comfortable supporting users, assessing issues, coordinating with external SAP partners, and driving issues and enhancement requests through resolution.

IT Operations & End-User Support

• Lead day-to-day IT support and help desk operations, ensuring timely resolution and appropriate escalation of technical issues.
• Lead, coach, and support infrastructure engineers and help desk analysts.
• Serve as an escalation point for complex technical issues and provide hands-on support when needed.
• Establish and monitor service levels and performance expectations for IT support.
• Oversee IT requirements for employee onboarding, offboarding, and role changes, including accounts, permissions, devices, and software access.
• Maintain accurate inventories of hardware, software, licenses, mobile devices, and other technology assets.
• Develop standards for technology provisioning, maintenance, replacement, and lifecycle management.
• Identify recurring issues and implement solutions that improve reliability and the employee technology experience.

• Oversee infrastructure supporting corporate offices and warehouse operations.
• Manage and monitor networks, Wi-Fi, internet connectivity, firewalls, VPNs, switches, access points, printers, scanners, conference room technology, and related equipment.
• Coordinate infrastructure installations, upgrades, maintenance, and troubleshooting.
• Ensure appropriate monitoring, redundancy, backup, recovery, and business continuity processes are in place for critical systems.
• Manage relationships with internet, telecom, network, hardware, and infrastructure vendors.
• Ensure warehouse technology and connectivity support reliable, continuous business operations.

• Coordinate day-to-day cybersecurity practices and partner with external cybersecurity providers when specialized expertise is required.
• Oversee endpoint protection, patch management, MFA, access controls, firewall policies, and device security.
• Manage employee system and application access in accordance with company policies.
• Coordinate responses to security incidents, suspicious activity, vulnerabilities, and other technology risks.
• Support cybersecurity awareness and employee training initiatives.
• Assist with IT security assessments, audits, compliance requirements, and remediation activities.
• Maintain and periodically test backup, disaster recovery, and business continuity procedures.

• Serve as the primary internal IT point of contact for the company's SAP S/4
  
  HANA environment.
• Develop and maintain a strong working understanding of key SAP processes, modules, integrations, and business use cases.
• Assess reported SAP issues and coordinate resolution with business users and external SAP partners.
• Support SAP user administration, roles, permissions, and access management.
• Maintain documentation related to recurring issues, system changes, configurations, and support procedures.
• Identify opportunities to improve SAP usability, support processes, and overall system effectiveness.
• Oversee Word Press environments, including platform stability, plugin compatibility, updates, and security patching.
• Maintain visibility into key enterprise applications, integrations, licenses, vendors, and support arrangements.
• Serve as an escalation point between internal business teams and external technology providers.
• Establish service expectations and escalation procedures with technology vendors.
• Monitor vendor performance, response times, service quality, and recurring issues.
• Review technology contracts, renewals, licensing, and vendor costs in partnership with leadership, Procurement, and Finance.
• Identify opportunities to consolidate vendors, optimize licensing, and improve technology spending.
• Coordinate new system implementations, upgrades, migrations, and other technology projects.
• Assist with developing and managing the annual IT operating and capital budget.
• Maintain technology roadmaps for infrastructure, end-user computing, security, and enterprise applications.
• Develop and maintain IT policies, procedures, system inventories, documentation, and…