IT Manager

The IT Manager is an integral part of the growth trajectory of American Freight Furniture and Mattress by leading day-to-day IT operations, vendor management, cloud platforms, and retail technology support. This role ensures corporate strategies are aligned with scalable, secure, and efficient technology solutions. The IT Manager will oversee Microsoft 365 cloud services, VoIP systems, software vendor relationships, retail store support operations, and manage service desk capabilities. This position combines operational leadership, technical oversight, vendor management, and strategic process improvement. This role requires availability for occasional off-hours support, including evenings and weekends, to address critical incidents, system outages, or urgent retail operational needs.

Responsibilities:

IT Operations & Infrastructure Management

• Administer Office 365 modules including Exchange, SharePoint, Intune, and related services
• Oversee desktop support, networking, telecom, and SaaS platforms
• Manage identity and access controls including Microsoft Entra ID, MFA, and conditional access policies
• Lead incident, problem, and change management processes
• Maintain technical documentation, standards, and governance policies
• Provide escalation and on-call support during off-hours as needed to ensure business continuity Vendor & Technology Management
• Serve as a point of contact for IT vendors and service providers
• Manage vendor contracts, renewals, performance metrics, and SLAs
• Oversee VoIP phone system administration and vendor coordination
• Evaluate and recommend technology tools and solutions to improve operational efficiency
• Monitor licensing, usage, and cost optimization initiatives Retail Store IT Support
• Support multi-site retail technology environments (POS, endpoints, printers, connectivity, telecom)
• Provide escalation support to minimize store downtime
• Coordinate hardware lifecycle management and deployments
• Ensure IT service delivery meets operational and business expectations
• Respond to critical retail technology incidents outside standard business hours when required Leadership & Organizational Support
• Manage and optimize service desk capabilities and support operations
• Lead and mentor IT support staff, ensuring high service quality and continuous professional development
• Foster a collaborative and innovative IT team environment
• Track and report on service delivery metrics including cost, cycle time, and performance Strategic & Analytical Support
• Partner with cross-functional teams to align IT initiatives with business objectives
• Gather and analyze data to support executive decision-making
• Develop and track KPIs and performance metrics
• Identify opportunities for continuous improvement and technology adoption
• Drive best practices for technical implementation, governance, and compliance

Required Skills:

• Minimum 5 years of technology deployment and operational management experience
• Expertise managing Microsoft Office 365 modules (Exchange, SharePoint, Intune, etc.)
• Familiarity with Microsoft security tools (Defender, Conditional Access, Intune security policies)
• Experience managing vendors and vendor resources
• Familiarity with networking, security, telecom, and SaaS environments
• Strong problem-solving and analytical skills
• Technical documentation development experience
• Ability to operate effectively in ambiguous environments

Preferred Skills:

• Scripting experience (PowerShell, VBScript, batch)
• Microsoft certifications
• Retail or multi-site environment experience
• Strong verbal and written communication skills
• Experience with data and statistical analysis