WHY MILLCRAFT
At Millcraft, we’re more than a business, we’re a family. For over 100 years, we’ve been proud to serve the paper, packaging, and graphic arts industries, guided by our values of Family, Passion, Aspire, Responsible, and Deliver. We care deeply about our people, our customers, and our communities, and we believe in creating a place where you can grow, belong, and make a real difference. Our technology team builds and maintains the platforms that power our B2B e-commerce, order management, logistics, and customer-facing systems across a multi-state operation. We are growing our development team to support a portfolio of high-impact projects and accelerate delivery on critical business initiatives. Come join us and be part of something truly special.
THE DIFFERENCE YOU WILL MAKE
We are looking for an IT Operations Manager to own the daily heartbeat of Millcraft's technology — the service desk, infrastructure, identity, endpoints, and licensing — while leading a small operations team and delivering the projects that keep our platform modern. This role exists so that everything our users touch
simply works, and so the team behind it keeps getting better. You will run operations with discipline, develop people with intention, and carry a meaningful share of project delivery alongside the run-the-business work.
This is an ideal role for an experienced IT professional ready to own both systems and people. You will operate deep in the Microsoft stack — Microsoft 365, Entra ID, Intune, Azure, and a Dynamics 365 enterprise environment — with dedicated ownership of operational and infrastructure projects and a seat in portfolio governance across ERP, e-commerce, data, and integration initiatives.
The successful candidate will demonstrate reliability, accountability, and follow-through. They will be expected to work in-office regularly to lead the team, collaborate with peers across the business, and set the standard for consistent communication and disciplined execution.
CORE FUNCTIONS OF THIS ROLE
IT Operations and Team Leadership
- Own day-to-day IT operations end-to-end: service desk performance, infrastructure health, identity and access, endpoints, and licensing
- Run the operating cadence: queue reviews, standups, coverage planning, and incident response — so SLA targets are met consistently and nothing falls through the cracks
- Serve as the escalation point for complex technical and customer-facing issues, and drive incidents to root cause rather than repeat resolution
- Mentor team members, support skill development, and foster a collaborative, customer-focused, accountable culture
- Manage team dynamics directly — address conflicts early and keep standards high
Infrastructure, Security, and Systems Administration
- Own the health of the Microsoft 365 tenant, Entra ID, and Intune — user lifecycle, access governance, conditional access, MFA posture, and device compliance
- Manage licensing across the environment: assignments, reclamation, renewal preparation, and ongoing alignment of license spend with actual usage
- Oversee device and asset lifecycle — procurement, standardized builds, enrollment, refresh planning, and disposal
- Monitor system health, batch jobs, and integration endpoints; ensure failures are caught and resolved before they become user-facing incidents
- Manage IT vendors and contracts — hardware, connectivity, and SaaS — holding partners accountable to service and cost commitments
- Own backup, patching, and business continuity practices; govern change management for production deployments with pre- and post-deployment validation
Project Management and Delivery
- Own operational and infrastructure projects end-to-end — scoping, planning, execution, and adoption — such as device refresh cycles, identity and MFA consolidation, licensing optimization, and office technology upgrades
- Contribute to the broader project portfolio: maintain status reporting, flag risks early, and plan operations team capacity against project timelines
- Coordinate across development, business, and vendor teams — run meetings that end in decisions, track action items, and follow through on deliverables
- Communicate clearly with both technical and non-technical stakeholders — translate project status, blockers, and trade-offs into language appropriate for each audience
Process, Reporting, and Continuous Improvement
- Own the standards for runbooks, SOPs, and knowledge base quality — ensure common resolutions are documented, repeatable, and self-service where possible, including the knowledge base that powers our AI-assisted help desk agent
- Own onboarding and offboarding processes end-to-end, from access provisioning through equipment and training
- Report operational performance to leadership — SLA attainment, ticket trends, uptime, license utilization, and project status — with metrics leadership can trust
- Identify patterns across tickets, incidents, and projects; champion root-cause fixes and process improvements over repeated manual intervention
WHAT YOU NEED TO SUCCEED
- 5–7+ years in IT operations, systems administration, or technical support roles, including 2+ years leading or supervising a technical team
- Proven ability to lead, coach, and develop small technical teams in a collaborative, results-driven environment
- Experience prioritizing and delegating work across team members to balance operational support and project demands
- Depth in the Microsoft environment — Microsoft 365 administration, Entra ID, Intune, and Windows endpoint management
- Experience running a service desk against SLA targets, with hands-on fluency in a ticketing system (Azure DevOps, Jira, ServiceNow, or similar)
- A track record of delivering projects — planning, cross-team coordination, stakeholder communication, and follow-through to adoption
- Vendor management experience and working awareness of IT budgeting and license economics
- Strong written communication — status reports, documentation, and clear messaging for technical and non-technical audiences
- Organized and detail-oriented — you track what matters, follow up without being asked, and hold documentation to a high standard
- Reliable time management and ability to work on-site regularly
NICE TO HAVE QUALIFICATIONS
- Exposure to Microsoft Dynamics 365 (Commerce or Finance & Operations) or another enterprise ERP environment
- Azure administration experience — networking fundamentals, resource management, and cost visibility
- Familiarity with Azure DevOps boards and pipelines
- Experience with security baselines and frameworks (conditional access rollouts, CIS or NIST fundamentals)
- ITIL Foundation, Microsoft 365 Administrator, AZ-104, CompTIA Security+, or PMP/CAPM certification
- Experience with IT budgeting, procurement, and contract negotiation
- Background in distribution, manufacturing, or B2B operations
WHAT WINNING LOOKS LIKE
Within 30 days: Met one-on-one with every team member and assessed strengths, workload, and development needs. Fluent in the systems landscape, vendor relationships, and licensing position. Operating cadence established — queue reviews, standups, and escalation paths. Baseline metrics captured: SLA attainment, ticket volume and aging, license utilization, and system uptime.
Within 60 days: Owning operations end-to-end — SLA targets met consistently, incidents driven to root cause, and the team working from clear priorities with individual development goals set. First operational project scoped, planned, and underway. Leadership receiving a regular operations report with numbers they can trust.
Within 90 days: Operational metrics trending up against the 30-day baseline. First project delivered or tracking on schedule with clean status reporting. Licensing and vendor review completed, with right-sizing or savings opportunities identified and actioned. The team is visibly stronger — coverage is reliable, escalations are rare, and documentation is current.
GROWTH PATH
This role is designed as a foundation for advancement. Upon demonstrating consistent reliability, accountability, leadership, and delivery of successful IT initiatives, the IT Project Manager may progress into one of the following career paths:
Senior IT Operations Manager / Director of IT Operations — expanded operational ownership, budget accountability, and organizational planning
IT Program Manager — for those who lean into delivery: enterprise initiatives, portfolio management, and strategic planning
Director of IT — strategic leadership, organizational IT direction, budget ownership, and alignment of technology with business goals
Progression will be based on visible results, ownership of deliverables, team leadership effectiveness, and proactive contribution—not tenure.
This job description is not designed to cover or contain a comprehensive list of activities, duties, or responsibilities that are required of the employee. They may change, or new ones may be assigned at any time with or without notice.
WORK ENVIRONMENT
At the corporate level, the work environment characteristics described herein are generally representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The work environment is moderately quiet to moderately noisy. Temperature is moderated by heat in the winter and air conditioning or air circulation methods in the summer.
HOW WE WILL TAKE CARE OF YOU
- Medical, Dental, & Vision
- Profit-Sharing
- Generous Time Off Policies
- Tuition Reimbursement Program
- Military Leave Pay
- Voluntary Dependent Life Insurance
- Accident and Critical Illness
- Company Paid Life Insurance
- Wellness Program
- Company Paid Holidays
- 401k Retirement Savings Plan
- Employee Assistance Program
- Veteran’s Day Pay
- Limited Purpose F.S.A and Dependent Care F.S.A
- Company paid Short Term Disability, and Long-Term Disability
Don’t meet every single requirement? That’s okay. At Millcraft, we believe great people come with many different experiences, and if our core values—Family, Passion, Aspire, Responsible, and Deliver—resonate with you, we encourage you to apply. We’re always looking for people who think differently, bring new perspectives, and want to grow with us.
Your passion, our purpose—let’s make a difference together.
Millcraft Paper Company is an EEO employer. We are committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability, or veteran status.
Millcraft Paper Company complies with all applicable national, state and local laws governing nondiscrimination in employment as well as employment eligibility verification requirements of the Immigration and Nationality Act. All applicants must have authorization to work for Millcraft Paper Company.
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