IT Services Manager

Job overview

The IT Services Manager role is onsite in Hermitage, PA, with compensation of $80,000–$110,000 per year. The manager oversees IT support services across Joy Baking Group locations in support of a 24/7 manufacturing environment. The role coordinates internal support workflows and managed service providers to deliver reliable, responsive service to end users. It improves service quality by monitoring performance, resolving escalations, reporting on service outcomes, and addressing recurring issues.

What you'll do

• Manage day-to-day end-user IT support across sites
• establish and monitor service-level agreements
• implement IT service strategies
• escalate unresolved incidents
• coordinate onboarding, offboarding, and IT asset provisioning
• maintain on-call support schedules
• manage vendor relationships and performance reviews
• monitor system availability
• support infrastructure transitions
• improve service delivery and incident processes
• report on ticket and SLA metrics
• track inventories and license renewals.

What we're looking for

Skills & competencies

it services manager

hermitage pa

joy baking group

it operations

end-user support

managed service providers

service-level agreements

itil

freshservice

jira

zendesk

servicenow

microsoft 365

$80,000–$110,000/year

Work arrangement

• Weekend coverage required

Why this role

Multi-site IT service delivery role coordinating internal teams and managed service providers in a 24/7 manufacturing environment.

About the employer

Joy Baking Group is hiring for this role. Industry: Retail Bakeries. Sector: 31.