IT Manager

About Fresh Direct

At Fresh Direct, we are reinventing the grocery experience by bringing the best, freshest food directly from the farm to people’s homes — faster, fresher, and smarter than anyone else. We are a technology‑powered, customer‑obsessed team building an innovative end‑to‑end food supply chain.

The CTS Manager – End User Devices oversees the lifecycle, performance, and support of all end‑user computing devices across the organization. Responsibilities include managing the CTS team, ensuring seamless device operations, user satisfaction, alignment with corporate IT strategy, managing the Service Desk ticketing system, and leading the Tech Bar.

• Oversee procurement, deployment, and retirement of end‑user devices.
• Develop and enforce device standards, configurations, and policies.
• Manage hardware/software inventory, tracking systems, and forecasting.
• Approve hardware orders, loaners, and replenishment requests.
• Source new technologies to improve efficiency and user experience.

• Lead the CTS desktop support team to resolve hardware/software issues.
• Oversee daily operations of the Service Desk ticketing platform.
• Manage the Tech Bar and promote visibility and engagement.
• Monitor ticket flow, address stale or aging tickets, and ensure escalation.
• Provide first‑level guidance and oversight to team members.
• Track device performance and user satisfaction metrics.

• Implement endpoint security protocols (antivirus, encryption, patching).
• Ensure compliance with corporate IT policies and regulatory standards.
• Conduct regular audits of device configurations, software licensing, and access controls.

• Manage attendance, scheduling, PTO, and timekeeping for CTS staff.
• Serve as the first point of mediation for staff concerns.
• Train, mentor, and guide team members.
• Manage resource allocation across projects and daily operations.

• Act as first‑line contact for escalations, requests, and business moves.
• Provide recommendations and solutions to meet departmental needs.
• Maintain visibility with employees through the Tech Bar.
• Oversee vendor relationships, contracts, and service agreements.

• Partner with infrastructure, cybersecurity, and application teams.
• Engage in cross‑functional communication to share updates and strategy.
• Represent CTS in stakeholder discussions.

• Evaluate emerging technologies for device management and workplace productivity.
• Recommend and implement automation, self‑service, and workflow improvements.
• Drive continuous service enhancements.

• Plan, manage, and execute CTS‑related projects.
• Coordinate staff resources for enterprise initiatives.
• Provide regular reports on ticket metrics, device performance, and project statuses.
• Compose and maintain process documentation, SOPs, and PM deliverables.

• Bachelor’s degree in Information Technology, Computer Science, or related field, or 7+ years of progressive IT experience, including 3+ years in a managerial role.
• Strong knowledge of Windows, macOS, mobile OS platforms, and MDM tools (e.g., Intune, JAMF).
• Solid understanding of ITIL practices and service desk operations.
• Excellent leadership, communication, and problem‑solving skills.

• Certifications such as ITIL, CompTIA A+, Microsoft Certified:
  Modern Desktop Administrator or equivalent.
• Experience in large‑scale device rollouts and remote workforce support.
• Demonstrated success in vendor and contract management.

• A fast‑paced, innovative environment where ideas turn into action.
• Opportunities for growth.
• Direct impact on how thousands of customers experience food every day.

$95,000 – $125,000

• Competitive compensation and comprehensive benefits.
• PTO, Safe & Sick Time, and Paid Holidays.
• Medical, Vision, Dental, and Voluntary Disability coverage.
• 401(k) with employer match and Life Insurance.
• State‑of‑the‑art Bronx campus with on‑site basketball court, cafeteria, and employee market.
• Onsite free parking.
• Free employee shuttle bus…