IT Operations Lead

Compensation $ - $/year

Job Description

At The Shade Store, we have handcrafted the finest Shades, Blinds and Drapery for 75 years. We believe designing beautiful custom window treatments should be an effortless experience, so we offer outstanding services to help our customers every step of the way, from inspiration to installation.

As IT Operations Lead, you’ll oversee the day-to-day operations of our IT Technical Support Team, ensuring seamless performance across systems and networks. You’ll lead a talented group of IT support specialists, set operational standards, and drive continuous improvement while maintaining a high level of customer satisfaction.

This role requires a hands‑on leader with strong technical skills, attention to detail, and the ability to work independently. You’ll report directly to the VP of Network Infrastructure and play a key role in managing and evolving our IT environment.

Schedule: Monday–Friday, with participation in a rotating on‑call schedule and occasional off‑hours support.

• Mentor and guide IT support specialists through a hands‑on approach.
• Collaborate with IT leaders (Security, Network) to align operational goals.
• Conduct performance reviews, skill gap analyses, and training plans.
• Manage KPI reporting and team documentation.

• Ensure high availability and performance of IT systems and services.
• Oversee incident response, problem management, and service request fulfillment.
• Maintain and improve ITIL‑based processes and documentation.

• Support design, implementation, and maintenance of network infrastructure.
• Partner with the Network Manager to ensure scalability and security.
• Monitor system performance and proactively address issues.

• Work with the IT Security Manager to enforce cybersecurity policies.
• Ensure compliance with regulatory requirements and manage audits.

• Lead IT projects including upgrades, migrations, and deployments.
• Collaborate with cross‑functional teams to deliver solutions on time and within budget.
• Manage vendor relationships and oversee procurement and lifecycle management of IT assets.

• Office
  365 including Outlook, Microsoft Teams, SharePoint, etc.
• Windows 11 and Apple OSX.
• IoT support and management.
• VoIP systems and call center technologies.
• LAN/WAN configuration and troubleshooting.
• Experience with in‑house and cloud technologies.
• Power Shell or other scripting languages.

• Bachelor’s degree in IT, Computer Science, or related field.
• 3‑5+ years in IT operations with experience as an IT lead.
• Strong knowledge of IT support, network infrastructure, and cybersecurity.
• Experience with ITSM tools, monitoring platforms, and automation.
• Excellent communication, leadership, and problem‑solving skills.
• Certifications such as ITIL, PMP, CCNA, or CISSP are a plus.
• Ability to work under tight timelines and participate in on‑call rotations.
• Willingness to travel up to 10%.

• Medical Benefits
• 401k with Company Match
• Up to $100k Life Insurance & Short‑Term Disability (Employer Paid)
• Legal and Pet Insurance Plans
• Employee Assistance Program
• Product Discount

• Proof of legal authorization to work in the United States for The Shade Store, which will be confirmed by E‑Verify within three business days of your hire date.

The Shade Store provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.