Help Desk / Information Technology Manager (w/ ERP exp)

Job Title: IT Manager

Location: Mahwah, NJ (onsite daily)

Salary: up to around $100k plus benefits, etc

Overview:

We are seeking a hands-on IT Manager to oversee and support the activities and resources of our IT department. In this role, you will provide exceptional customer service and technical support to employees across all levels of the organization. You will manage company-wide computer resources, including PCs, laptops, servers, mobile devices, and peripherals, while also supporting and managing the configuration, deployment, data management, and operations of our ERP system, Aptean Apprise, including EDI. As the primary IT point of contact for our headquarters and global locations—Canada, Chicago, Latin America, and our 3PL facilities—you will play a pivotal role in ensuring smooth IT operations.

Key Responsibilities:

IT Support & Management:

Manage and operate the IT Help Desk ticketing system, ensuring prompt resolution of user issues

Provide in-person, phone, and remote troubleshooting for hardware/software, connectivity, Active Directory (AD), and ERP system issues.

Offer technical support for remote locations and serve as liaison with third-party service providers.

Configure and install programs, applications, and software across both Windows and Mac operating systems.

Set up, manage, and support company mobile iOS devices.

Maintenance & Installation:

Install laptops/workstations and peripheral devices (may involve lifting up to 50 lbs).

Maintain and upgrade workstations/laptops to ensure functionality, security, and performance.

Diagnose, troubleshoot, and resolve PC, printer, and connectivity issues.

Training & Collaboration:

Train and mentor employees on IT systems and processes, both locally and remotely.

Support teams across Sales, Accounting, Logistics, and Warehouse functions with ERP usage, reporting, and troubleshooting.

Management & Performance:

Oversee IT staff performance and ensure compliance with company policies.

Manage hours for non-exempt direct reports, including approval of overtime.

Travel & Flexibility:

Travel required (10-15%), along with occasional overtime based on business needs.

Technical Expertise:

Administer, support, and maintain company systems, including Windows Server (2008-2022), Microsoft 365, Internet routing (VPN, firewalls), and network architecture.

Daily operational support of the Aptean Apprise ERP system.

Qualifications & Requirements:

Education:

Bachelor’s degree in Computer Science or a related field.

Technical Skills:

Proficient in Microsoft Windows operating systems in an Active Directory domain environment.

Expertise in ERP systems, with Aptean Apprise experience preferred.

Knowledge of software such as Microsoft 365, Smartsheet, Veeam, Barracuda, VMware, and AirWatch.

Experience troubleshooting network devices (routers, switches, access points) and ISP issues.

Familiarity with tools like LogMeIn and TeamViewer for remote assistance.

Programming or scripting knowledge is a plus.

Software/Hardware Proficiency:

Strong knowledge of the complete Microsoft 365 Suite, including Outlook, Word, Excel, PowerPoint, and Access.

Expertise in installing, configuring, and troubleshooting desktops, laptops, tablets, printers, and mobile devices.

Preferred experience with Microsoft Teams, OneDrive, and MacOS/iOS.

Skills & Competencies:

Analytical mindset with strong problem-solving abilities

Ability to handle multiple projects and prioritize tasks effectively under pressure.

Efficient time management and attention to detail.

Strong interpersonal and communication skills (English and Spanish proficiency required).

High level of confidentiality and results-oriented approach.

Personal Characteristics:

Focused, motivated, and organized.

Exhibits patience and exceptional attention to detail.

Excellent verbal and written communication.

Additional Duties:

Support for Aptean Apprise ERP system, including projects and troubleshooting within Sales, Marketing, Accounting, Warehouse, and other departments.

Administer domain registrations and SSL certificates.

Train new users on company systems, ensuring seamless onboarding and setup.

Coordinate web cache refreshes outside of business hours.