Operations Manager - IT White Bear Lake, MN Branch Wilson Tool International

Job Title:

Information Technology Operations Manager

Division and Department:
Information Technology

Reports To:

Global Director of Information Technology

The IT Operations Manager is a strategic and forward‑thinking leader supporting the Global Director of Information Technology, focusing on robust solutions in hardware, software, facilities, and service components that support the delivery of business systems and IT-enabled processes.

This position manages the help desk team, oversees third‑party vendor contracts, maintains budgets and payroll, and acts as the global IT communications liaison. The role also focuses on automation of services to minimize manual tasks, implementing the right tools and solutions to provide the highest level of security and accuracy while ensuring that technical operations meet the day‑to‑day needs of the business and staff can perform their duties efficiently.

To be successful, the Manager must leverage global technical talent and encourage an innovative culture consistent with leadership principles. Success will be measured by the manager’s ability to identify and empower the team to take operational responsibility for repeatable tasks and functions from other areas of IT and, in some cases, other areas of the business. This role is both a people leader and an individual contributor, resulting in an improved cyber security stance and predictable IT service delivery.

• Manages the project work schedule and assigns help desk staff to specific projects, overseeing activities of staff to ensure high quality infrastructure results and timely completion of all projects within budgetary guidelines.
• Provides daily management, supervision, and prioritization of all help desk ticket‑based workflow and ongoing project initiatives including resource management.
• Actively participates in help desk ticket queues and project‑based initiatives.
• Delegates tickets/tasks to team members and resolves escalated issues in a timely manner.
• Develops and maintains FAQs in support of standard business applications and technologies.
• Mentors help desk resources, developing excellent customer service delivery and performance.
• Establishes and demonstrates understanding of evolving customer and business needs, ensuring consistency across the help desk team.
• Creates and maintains a program for increased business, customer service, and technical knowledge, including process documentation.
• Monitors and identifies customer issues or problems which may require changes to procedures, standards, and systems.
• Prepares the support team for new product/service releases.
• Manages the IT budget, ensuring that expenses align with the organization’s financial goals.
• Manages and sets up networking and telecommunications systems for the organization.
• Establishes strong partnerships with vendors, setting clear expectations.
• Maintains current knowledge of industry trends and potential impact on the support business.
• Ensures that standards and procedures are in place and adhered to for the work of the IT team.
• Stays aware of the strategic direction of the organization and new technologies on the horizon, using this knowledge to recommend the right technology that enables the organization to move forward.
• Produces standard reports on the status of the infrastructure, regularly communicating what they are doing and how their work relates to the success of the organization.
• Ensures the right software and tools are in place to manage the infrastructure, including OS selection, software monitoring, device patching, and configuration management tools.
• Assists with overall business technology planning, providing current knowledge and future vision of technology and systems.
• Creates and fosters relationships with colleagues from other industries.
• Leads and manages in a way consistent with Wilson Tool values.
• Provides technical advice and support to all departments as needed.
• Builds and supports teams of diverse individuals with the right blend of experience and skills for security and general IT projects.
• Works directly with senior leadership to understand business objectives and develop solutions to meet those…