IT Operations Manager

Come join the Tillamook Team, one of the fastest-growing dairy brands in the US, where we Play to Win to create over 200 dairy products in 7 different categories : cheese, ice cream, yogurt, sour cream, butter, cream cheese and frozen meals. Our Uncompromising Quality has led us to become the #1 Cheddar, #2 Cream Cheese and #3 Family Size Ice Cream brand, but we're not stopping there. We're loading up for our best years to come and want you to join us.

As a farmer-owned cooperative since 1909, we know that being Good Stewards for our stakeholders and doing a little extra always pays off. We're looking for team members with a One Team and Genuine Care mindset who are inspired to share the delight of the Tillamook brand with each other and others every day.

What you will do :

Reporting to the Director, IT Infrastructure & Operations, the IT Operations Manager will manage and oversee support resources and ensure Information Technology (IT) services are delivered with excellence. The IT Operations Manager directly leads a team which is responsible for hardware and software that includes end user computing, video conferencing, mobile devices, and support processes. The Operations Manager will be focused on analyzing common IT support requirements, processes, and championing new solutions for continually improving service efficiency and effectiveness. In this capacity, the manager will ensure that corporate technology aligns with defined infrastructure architecture and engineering standards. The Operations Manager will be responsible for improving and maintaining service levels and ensure that ITIL standards are defined and leveraged across all aspects of IT. Additionally, the IT Operations Manager is accountable for staffing, professional development and technology budgets / financial administration related to IT Operations, including vendor contracts and expenditure. This role is responsible for championing ITIL best practices, with a strong advocation for agile methodologies. The IT Operations Manager is responsible for establishing and monitoring KPIs that measure department performance against defined SLAs and financial performance. This role involves collaboration and engagement with team members, colleagues, and the executive leadership team.

Here's a day in the life :

• Manage overall team performance to SLAs, and individual staff performance to measurable goals and objectives with an emphasis on continuous improvement in operational efficiency. Achieved through process and technology configuration standardization, consistency, automation, common platforms, rigorous documentation, and excellent communication
• Lead the department in the delivery of IT services supporting corporate desktops, laptops, mobile devices, printers, audio / video conferencing technology, Microsoft productivity tools and other corporate applications and services, measurable through customer satisfaction surveys and other ticket-based metrics.
• Act as a point of escalation for the operations team members, and escalation of critical incidents within Infrastructure & Operations.
• Support IT Infrastructure projects and have strong experience supporting connectivity and networking technologies.
• Collaborate with IT leadership team to develop and author IT support policies and procedures. Advocate the adherence of such policies through the engagement of key TCCA stakeholders.
• Collaborate with P&C and corporate office department leads to plan, budget, procure and deploy new technology related to company growth and new hires. Ensure that IT hardware, software, and applicable access are provisioned and deprovisioned in a timely manner.
• Plan and oversee annual technology refresh roadmaps including budgetary planning and financial management.
• Responsible for establishing and maintaining Hardware Asset Management best practices, ensuring all corporate assets are secured and tracked at all times.
• Manage software licensing, support renewal contracts and budget for applications as assigned.
• Lead the operations team to provide VIP support to the TCCA executive leadership team.
• Act as intermediary and facilitator to help resolve ongoing and complex technical issues that span multiple departments.
• Continually improve service quality by evaluating IT Service Management metrics, and re-designing processes or automation where opportunity exists.
• Create and manage team goals that align with the TCCA, Information Technology (IT) and Infrastructure roadmap and strategies.

Knowledge, skills, and abilities :

Physical requirements :

Industry leading benefit and reward programs :

We offer outstanding benefits to our employees. For more information, please visit the careers page : www.tillamook.com / careers.

We are committed to creating a diverse culture and inclusive conditions where all employees are heard, valued and feel a sense of belonging. We rely on different perspectives, thoughts, backgrounds and cultures to inform our work, to help us be better as a brand and as an employer and to fuel our success. We are seeking talent from a wide range of diversity, perspectives, and backgrounds to join our exceptional organization and help us build our future.

Tillamook County Creamery Association (TCCA) is a Drug-Free Workplace. EEO

TCCA prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to age, race, color, religion, national origin, sexual orientation, gender or gender identity, disability status (including those related to pregnancy and childbirth), protected veteran status, membership / non-membership in a labor organization, or any other characteristic protected by law.