Kanawha Scales & Systems (KSS) is a leader in industrial weighing, measurement, and automation solutions, supporting customers across manufacturing, mining, utilities, logistics, aerospace, defense, and energy. For decades, we’ve built our reputation on technical expertise, reliable service, and a simple philosophy: take care of our customers and take care of our people.

At KSS, our people are what set us apart. We offer competitive pay, strong benefits, and ongoing training to support long-term growth. As we continue to expand, we provide real opportunities for employees to develop their skills, advance their careers, and make an impact.

The IT Operations Manager is responsible for the day-to-day leadership, reliability, and continuous improvement of the company’s information technology operations. This role serves as the primary owner of the managed service provider (MSP) relationship, ensuring contracted services are delivered effectively, securely, and in alignment with business needs.

This position provides operational oversight across infrastructure, end-user computing, business systems, security operations, and IT service management, while partnering closely with internal leadership and third-party providers. The IT Operations Manager is a hands-on leader who balances strategic planning with practical execution and accountability.

Location Requirement:
To support our operational footprint and on-site collaboration needs, candidates must be based in one of the following locations:

• Columbus, Ohio
• Poca, West Virginia
• Pittsburgh, Pennsylvania

Candidates must be able to reliably commute to or reside within one of these areas to be considered for the role.

MSP & Vendor Management

• Serve as the primary point of contact and escalation for our MSP, covering helpdesk, infrastructure, cloud, and security service
• Run the day-to-day relationship: manage the ticket queue and escalations, hold Resultant accountable to response and resolution times, and make sure KSS priorities are worked in the right order
• Define, monitor, and enforce service level agreements (SLAs), KPIs, and performance metrics
• Conduct regular service and roadmap reviews with Resultant leadership
• Ensure MSP services align with security, compliance, and operational standards
• Review MSP invoices and contract scope; identify gaps, overlaps, and out-of-scope work
• Evaluate vendor performance and recommend improvements or changes
• IT Operations & Infrastructure Oversight

IT Operations & Infrastructure Oversight

• Oversee daily operation of infrastructure, cloud services, endpoints, and networks
• Ensure system availability, performance, and scalability
• Own incident, problem, and change management processes
• Maintain documentation, runbooks, and standard operating procedures

Field & Branch Support 

• Travel regularly to KSS branches and, as needed, customer and job sites to support technicians and branch staff 
• Personally handle on-site needs the MSP can’t resolve remotely, including network and Meraki troubleshooting, device setup and swaps, and site connectivity issues
• Support IT setup for new branches, office moves, and acquired locations
• Understand how field technicians use laptops, tablets, mobile devices, and connectivity in vehicles and at customer sites, and make sure their tools work reliably
• Build working relationships with branch managers and field teams so IT issues surface early 

Security & Compliance Operations

• Coordinate Cybersecurity operations with MSP and internal stakeholders
• Support audits, customer security requirements, and compliance initiatives
• Oversee identity, access management, and endpoint security

Business Systems & Applications

• Oversee operational support for ERP, CRM, HRIS, and collaboration platforms
• Ensure consistent, high-quality end-user support across all locations
• Manage device lifecycle and standardization

Planning, Budgeting & Continuous Improvement

• Assist with IT operational budgeting and vendor spend optimization
• Identify opportunities to improve service quality and reduce risk
• Support technology initiatives related to modernization and acquisitions

Qualifications

• Bachelor’s degree in information technology or equivalent experience
• 5+ years of experience in IT operations or service delivery
• Experience managing MSPs or outsourced IT providers
• Strong understanding of enterprise IT environments
• Excellent communication and organizational skills

Preferred Qualifications

• Experience in multi-location or field-service organizations
• Familiarity with Microsoft ecosystem
• Familiarity with Cisco Meraki SD-WAN technology
• ITIL certification or equivalent

Work Environment

• Office environment; mostly sitting

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

What We Offer

We provide a competitive compensation and benefits package, including:

• Health Insurance: Highmark
• Critical Illness, Accidental, and Hospital Indemnity Plans
• Dental and Vision Plans
• Company-paid STD & LTD Disability Insurance
• Educational and Tuition Reimbursement
• Maternity (12 weeks) and Paternity Leave
• Employee Assistance Program
• Basic & Voluntary Life AD&D
• 401(k) Retirement Plan: 4% employer match
• Paid Time Off (PTO)
• Company-provided PPE
• Employee discounts on products and services
• Networking and professional development opportunities

Additional Information

This job description is not intended to cover all duties, responsibilities, or activities required of the employee. Responsibilities may change at any time with or without notice.

Proof of authorization to work lawfully in the United States is required.

Kanawha Scales & Systems is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status

Notice of AI Use in Job Application Review

Kanawha Scales & Systems is committed to a fair, efficient, and consistent hiring process. As part of that process, we may use artificial intelligence (AI) to help our recruiting team organize, summarize, and analyze the information you provide, including your resume, application responses, and other materials you submit.

AI may be used to highlight relevant skills and experience and to compare your qualifications with the requirements of the role. These tools support our recruiters and hiring managers. They do not make hiring decisions. Every hiring decision is made by people on our team.