IT Manager

## Description **About Us** **** At **FreshDirect**, we are reinventing the grocery experience. Since day one, our mission has been simple: bring the best, freshest food directly from the farm to people’s homes — faster, fresher, and smarter than anyone else. We’re not just a food company. We’re a technology-powered, customer-obsessed team building one of the most innovative end-to-end food supply chains in the industry. From proprietary routing systems to our state-of-the-art fulfillment center, every part of our business is designed to deliver unmatched quality, convenience, and care. We partner directly with farmers, fishermen, and artisans to source the highest quality ingredients — then use smart data, automation, and logistics to deliver them at peak freshness. It’s grocery shopping reimagined — and we’re just getting started. If you’re passionate about innovation, care deeply about what people eat, and want to help build the future of food, we’d love to meet you. **The Role** The CTS Manager – End User Devices is responsible for overseeing the lifecycle, performance, and support of all end-user computing devices across the organization. This includes desktops, laptops, mobile devices, peripherals, and associated software. The role manages the Corporate Technology Services (CTS) team, ensuring seamless device operations, user satisfaction, and alignment with corporate IT strategy. The CTS Manager also oversees use of the ServiceDesk ticketing system to manage IT requests and incidents, and leads the Tech Bar, where employees can access in-person, walk-up support during open hours. **What You’ll Do** **Device Management & Strategy** - Oversee procurement, deployment, and retirement of end-user devices. - Develop and enforce device standards, configurations, and policies. - Manage hardware/software inventory, tracking systems, and forecasting. - Approve hardware orders, loaners, and replenishment requests. - Source new technologies to improve efficiency and user experience. **Support & Operations** · Lead the CTS desktop support team to resolve hardware/software issues. · Oversee daily operations of the ServiceDesk ticketing platform, ensuring IT incidents and requests are logged, prioritized, assigned, and resolved efficiently. · Manage the Tech Bar, where CTS staff provide walk-up, face-to-face support during open hours, promoting visibility and engagement. · Monitor ticket flow, address stale/aging tickets, and ensure proper escalation. · Provide first-level guidance and oversight to team members. · Track device performance and user satisfaction metrics to optimize service delivery. **Security & Compliance** · Implement endpoint security protocols (antivirus, encryption, patching). · Ensure compliance with corporate IT policies and regulatory standards. · Conduct regular audits of device configurations, software licensing, and access controls. **Staff & Team Leadership** · Manage attendance, scheduling, PTO, and timekeeping for CTS staff. · Serve as the first point of mediation for staff concerns and escalate as needed. · Train, mentor, and guide team members to maximize efficiency and productivity. · Manage resource allocation across projects and daily operations. **Business & Vendor Liaison** · Act as first-line contact for escalations, requests, and business moves. · Provide recommendations and solutions to meet departmental and organizational needs. · Maintain visibility with employees through the Tech Bar and proactive engagement with business leaders. · Oversee vendor relationships, contracts, and service agreements, including but not limited to: Kyocera (printers), Verizon Wireless (mobility), Lenovo, CDW, Liquid Technologies, Best Buy, MMHayes, Meridian, Connections, Insight, Adobe, ThinkCell, RingCentral, PGP Networks. **Collaboration & Leadership** · Partner with infrastructure, cybersecurity, and application teams to deliver end-to-end solutions. · Engage in cross-functional communication to share updates an…