Job Description

Company Overview

Grit - Pest Process Outsourcing (Grit PPO) is a US-based BPO company focused on transforming the customer experience for pest control, tree and lawn management, and wildlife management industries. We strive to empower businesses to increase operational efficiency, improve customer satisfaction, and achieve sustainable growth through innovative technology solutions.

Position Summary

Grit PPO is seeking an experienced and strategic IT Manager to lead our IT department and oversee the planning, development, and implementation of all technology initiatives within the organization. You will be responsible for managing IT infrastructure, supporting business processes through technological solutions, ensuring security and compliance, and leading a team of IT professionals to deliver high-quality services that align with company goals.

The ideal candidate is a proactive leader with strong technical expertise, excellent communication skills, and a track record of managing IT projects and teams effectively in a fast-paced environment.

Key Responsibilities

• Develop and implement the IT strategy aligned with the company's business objectives.
• Manage and oversee the day-to-day operations of the IT department, including system administration, network management, and user support.
• Lead, mentor, and develop the IT team to ensure high performance and professional growth.
• Manage IT projects from initiation to completion, ensuring timely delivery within budget.
• Maintain and optimize IT infrastructure, including hardware, software, networks, and cloud services.
• Partner with leadership to identify and develop innovative operational technologies, automation strategies, and new service offerings that support company growth and scalability.
• Establish and enforce IT policies, procedures, and best practices to ensure data security and regulatory compliance.
• Collaborate with other departments to understand their technology needs and provide appropriate solutions.
• Manage vendor relationships and oversee procurement of IT equipment and services.
• Ensure business continuity through disaster recovery planning and backup solutions.
• Monitor and report on IT performance metrics and recommend improvements.
• Support and help expand company AI initiatives, including conversational AI platforms, workflow automation, operational integrations, and internal process optimization
• Research and recommend emerging technologies, AI tools, and scalable operational solutions that align with company goals

Requirements

• Bachelor's degree in Computer Science, Information Technology, or related field; Master’s degree preferred.
• 5+ years of experience in IT management or a related role.
• Proven leadership and team management skills.
• Strong knowledge of IT infrastructure, network administration, and system security.
• Experience managing cloud environments and SaaS platforms.
• Excellent project management abilities with experience using project management tools.
• Strong problem-solving and decision-making skills.
• Familiarity with compliance standards and cybersecurity best practices.
• Effective communication and interpersonal skills.
• Ability to work under pressure and manage multiple priorities.
• IT certifications such as PMP, ITIL, CISSP, or Microsoft certifications are a plus.
• Experience supporting contact center technology environments including VOIP systems, workforce platforms, ticketing systems, remote agents, and operational support tools.
• Experience supporting AI-powered customer service platforms, conversational AI systems, chatbots, or workflow automation tools.

Benefits

Salary based on experience

This is a full-time on-site position, benefits include:

• Health Care Plan (Medical, Dental & Vision)
• Flexible Spending Account
• Retirement Plan
• Life Insurance
• Paid Time Off
• Family Leave
• Short Term & Long Term Disability

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