Manager of IT Systems & Support

Who We Are

Wine Enthusiast Companies is a Certified B Corporation and the ultimate source of innovation and information around wine. Founded in 1979 by Adam and Sybil Strum, the family-owned company is composed of Wine Enthusiast Commerce and Wine Enthusiast Media. Wine Enthusiast Shop provides premium wine-lifestyle products, reaching millions of consumers globally via direct mail, an e-commerce site, and a business-to-business division. Wine Enthusiast magazine is an award-winning print publication and online resource that showcases wine news, food trends, and more than 25,000 ratings and reviews annually. Wine Enthusiast events include the annual premier Wine Star Awards gala. In 2024, the company launched a travel division, which includes the Tasting Room Directory and Cork+Compass Travel. Together, Wine Enthusiast Companies is the indisputable hub for everything wine. We bring wine to life.

Your Role in Our Journey

We're looking for a dynamic, motivated and resourceful team leader to oversee our IT Systems, Support & Infrastructure team. The Manager of IT Systems & Support will be responsible for leading and managing the day-to-day operations of all IT systems and services. They will be the primary point-of-contact for resolving technical issues, maintaining the security, integrity and operation of our employee-facing systems, providing employee support and driving process improvement and efficiency for the business.

Reporting to the Vice President of Customer Experience & Technology, the Manager will lead a team of IT Support Analysts responsible for help desk operations, onboarding / off-boarding, network and printing infrastructure, cybersecurity, device management, building access, equipment upkeep, system access management and more.

This is a hands-on role, where you'll be both leading a small team but rolling up your sleeves to work with employees and systems directly. We're building a best-in-class internal IT infrastructure and experience and need your help to take it to the next level!

What You'll Be Uncorking

Key Responsibilities :

Team Leadership & Strategy

Lead the internal IT support team in daily operations, including equipment provisioning, user access management, and vendor oversight.Hire, train, and mentor a team of IT Support Analysts.Manage contracts, renewals, and relationships with existing technology partners and MSPs.Document and maintain policies and procedures for all company-wide workflows and systems.Identify opportunities to improve efficiency, security, and user experience.

Operations & End-User Support

Manage the IT Help Desk Ticketing System (Siit), ensuring accurate workflows, SLAs, and self-service support articles.Provide direct end-user support to troubleshoot technical issues, access rights, and hardware failures.Offer elevated, white-glove support to the Executive Team and Ownership.Own the technical onboarding / off-boarding process (device procurement, setup, access management).Support a dispersed workforce, acting as the bridge between on-site staff, warehouse operations, and remote employees.

Infrastructure & Security

Manage and maintain on-premises servers, virtual machines, VPNs, firewalls, and network infrastructure.Oversee warehouse management systems, including printing and scanning infrastructure.Ensure all systems and network infrastructure remain patched, updated, and secure.Interface with HRIS applications to maintain the integrity of employee data.Serve as the escalation point for critical system outages, network intrusions, and events triggered by SIEM / SOC providers (includes after-hours on-call availability).

The Perfect Blend (What You Bring to the Table)

Qualifications : Experience

5+ years working in an IT support / help desk environment.3+ years experience managing or leading a team of IT professionals.Demonstrated experience leading an IT Help Desk and / or internal IT Support Team.Experience working with Managed Service Providers (MSPs).

Technical Skills

OS : Advanced knowledge of Windows, MacOS, and iOS. Platforms : Google Workspace / GCP, Microsoft Active Directory / Office 365. Tools : Advanced knowledge of RMM and MDM tools (Kandji, NinjaOne, Rippling) Network : Experience configuring firewalls, wireless / wired access points, and VPNs. Cloud / Server : Experience managing on-premises servers and virtual cloud environments. Identity : Knowledge of SSO platforms and SCIM provisioning (Okta).

Logistics

On-Site : This role is based in Valhalla, NY. Travel : Quarterly travel to Perth Amboy, NJ to support warehouse environments. Availability : Ability to be on-call after normal business hours and on weekends for critical emergencies.

Preferred Qualifications :

Holds relevant IT certifications (CompTIA, Google IT, CCNA, ITIL, etc.).Is extremely technically savvy and naturally curious about emerging tech trends.Possesses knowledge of scripting and command-line interfaces for automation.Excellent written / verbal skills with the ability to explain complex technical concepts to non-technical audiences.High level of empathy and patience while assisting employees with varying levels of technical skill.Customer-service oriented with a willingness to adapt to feedback.

This onsite role at our Valhalla, NY headquarters with quarterly travel to our Distribution Center in Perth Amboy, New Jersey.

Our Commitment to You

Unlimited PTO, Full Medical, Dental and Vision benefits, 401(K) Match, FSA & Dependent Care FSA, Flexible Work Environment, Onsite Gym, Pet Discount Plans, Employee Discount, optional Wine Tasting Class participation, Flexible Schedule, Dynamic and Collaborative work culture.

Our Core Values

JOY

We recognize that our business is not just about numbers, but also about people. As a family business, we honor the importance of our employees' home lives. We encourage fun, discovery, adventure and health for our teams.

EMPATHY

We support our employees with patience and understanding, recognizing that work hours represent a substantial percentage of one's time. We encourage a diverse mindset that helps us better reflect the evolving wine culture.

TRANSPARENCY

Communication and integrity are the cornerstones of our relationships with each other and our customers. We speak openly about our achievements and challenges, with the goal of helping each other grow.

PASSION

We're not just a company; we're a community. Our job is to enhance the lives of others, making the wine industry and all its offerings accessible and enjoyable. Delighting and educating our consumers is at the core of everything we do.

INNOVATION

We value those who think outside the box to elevate the company. We celebrate change, appreciating that a nimble culture attracts talent and motivates team members to push the envelope and build our business for the future.

COLLABORATION

We believe in the power of working together, sharing ideas, and leveraging our collective talents to achieve our goals. We mentor those we lead and surround ourselves with people who drive us to do more than our personal best.

Our Commitment to Inclusion & Equity

At Wine Enthusiast, we are committed to fostering a diverse, equitable, and inclusive workplace. We are an Equal Opportunity Employer (EOE) and do not discriminate against employees or applicants for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected status. As part of our commitment to fair hiring practices, we have adopted "ban the box" policies to provide individuals with criminal records a fair chance at employment. We consider all applicants on their merits and qualifications, considering their ability to perform the job.

Our family-owned company was born from a passion to bring a fine wine experience to the everyday. We believe wine is best shared with others and brings people together. In 2021, Adam and Sybil's daughters Erika Strum Silberstein and Jacqueline Strum were named co-presidents and continue to lead the mission of bringing wine to life. The second generation works together with the collective team to create new and better ways for everyone to explore and enjoy the exciting world of wine, including low-alcohol wines, non-alcohol wines, spirits, and beyond! We hope you'll join us with a glass in hand.

The pay range for this role is : 95,000 - 115,000 USD per year(200 Summit)

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