IT Manager

Job Summary: The IT Manager is a hands-on technical leader responsible for supporting and maintaining our corporate and production technology platforms. This role blends deep technical expertise in desktop support, cybersecurity, Enterprise Resource Planning (ERP) systems, infrastructure, and networking with strong people management and performance leadership. The IT Manager will work alongside the team - contributing directly with day-to-day operations, troubleshooting, and project execution - while also building, developing, and holding team members accountable for performance, attendance, and service delivery expectations. This position supports a 24/7/365 environment and requires a proactive approach to ensure high availability and optimal performance of enterprise IT systems.

Essential Functions: To perform this job successfully, an individual must be able to perform each essential function satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Responsible for maintaining enterprise technology which includes:

• User devices - desktops, laptops, tablets, mobile devices (both business and user devices as per policy and Service Level Agreement).
• Business applications/software/middleware - coordinate and support as appropriate with the Business Applications development team on configuration, installation, and best practices around managing, executing, and deploying applications whether on-site or in the cloud.

• Responsible for the maintenance and management of the physical and software components that comprise the core network infrastructure of the enterprise, including:

• Business critical applications and services, i.e., corporate e-mail, payroll, ERP, Customer Relationship Management (CRM), system alerts, etc.
• Security - manage and maintain security policies across the enterprise to address potential threats, outages, and best practices for keeping the environment secure and operational.
• Licensing - manage enterprise licensing, renewals, and performance to budget. Perform regular audits at specified intervals to ensure compliance.
• Networking components/security appliances - switches, firewalls, routers, content filters, and remote access.

• Lead, manage, and hold the IT team accountable for attendance, conduct, performance, and responsiveness. Set clear expectations and follow through with coaching or corrective actions when needed.
• Measure, monitor, and maintain team performance to meet or exceed internal resolution Service Level Agreements (SLA) and serve as the escalation point for critical issues and drive Root Cause Analysis process.
• Develop and maintain policies, procedures, and ensure the IT team is following corporate and industry best practices.
• Responsible for creating and administering disaster plans that will maintain business continuity in the event of a crisis.
• Collaborate with colleagues and department heads to develop strategies which will help the IT department better align itself with the company's overall corporate strategy.
• Establish, maintain, and enhance relationships with business and IT partners. Communicate status to key stakeholders on a regular basis.
• Recruit, develop, lead, and retain a high-performing, effective team that practices continuous improvement. Foster a culture of ownership, accountability, and technical growth within the team.

Supervisory Responsibilities: Enterprise IT Service Desk Technicians reports to this position, and the IT Manager is responsible for assigning and reviewing work, conducting performance evaluations, providing coaching and development, and addressing attendance, conduct, and performance concerns.

Other Duties: This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

• Bachelor's degree in Computer Science, Information Systems, or equivalent practical experience.
• 10+ years of enterprise IT operations experience, with 3+ years in a leadership or team lead capacity.
• Demonstrated hands-on expertise in systems administration, cybersecurity, network troubleshooting, and endpoint support.
• Proven ability to manage team performance, address attendance or conduct issues, and foster accountability in a technical environment.
• Experience in procurement, budgeting, forecasting, and asset management.
• Strong analytical and problem-solving skills; calm under pressure with a bias toward action.
• Experience managing technical projects and coordinating cross-functional initiatives.
• Excellent verbal and written communication skills; able to explain technical concepts to non-technical stakeholders.
• Willingness to provide 24/7 on-call support for escalations.
• Must be able to report on-site at 450 Science Drive, Madison, WI within 30 minutes in the event of a critical IT incident or emergency.

Physical Demands and Work Environment: The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Physical Demands: While performing the duties of this job, the employee is regularly required to sit, hear and talk; use hands to finger, handle or feel objects, tools, or controls; reach with hands and arms. Specific vision abilities required by the job include close vision, depth perception and the ability to adjust focus.
• Work Environment: While performing the duties of this job, the employee is exposed to weather conditions prevalent at the time. The noise level in the work environment is usually moderate.

This full-time position offers a Monday - Friday on-site schedule, a competitive starting salary, a full benefits package, and a casual work environment. Absent undue hardship, Ultratec will make reasonable accommodations for religious beliefs and individuals with disabilities.

Ultratec, Inc., located on the west side of Madison, is the worldwide leader in developing new technologies for the deaf and hard of hearing population. Today, our equipment is recognized as the standard for excellence in text telecommunications. Ultratec, Inc. is actively seeking an IT Manager to join our team.