Salary Band: $110,000K - $130,000K

Make a Difference in YOUR Career!

Our vision is both simple and ambitious: to put our drinks on every table.  

We are the leading global independent beverage solutions provider. We serve a broad range of national and international retailers as well as Global, National and Emerging (GNE) brands. Our products are distributed worldwide from our production sites in Europe, North America, and Australia. Although our own branding may not appear on the labels of the beverages we produce, there is a good chance you are reading this while sipping one of our drinks.

Our ambition is to continually improve and it’s what keeps us at the top of our game. We are solutions-based. We are innovative.  We seek out new challenges and conquer them.  This is our company ethos, but it’s our people’s too: Refresco is at the cutting edge of a fast-moving industry because we have passionate people pushing the boundaries of what’s best.

Stop and think: how would YOU put our drinks on every table?  

Summary Description:

The IT Technical Services Manager is responsible for leading and managing the technical services team to ensure the delivery of high-quality IT support, infrastructure management, and technical services across the organization. This role oversees all aspects of technical service delivery, including systems administration, network management, end-user support, and IT service management (ITSM). The IT Technical Services Manager ensures the reliability, performance, and security of the organization’s IT infrastructure, while continuously improving operational efficiency and aligning IT services with business objectives.

Key Responsibilities:

Leadership & Team Management:

Lead, mentor, and manage a team of IT technical professionals, including system administrators, network engineers, and technical support staff. Set team goals, delegate tasks, and monitor performance to ensure service level agreements (SLAs) are met. Conduct regular team meetings, performance reviews, and one-on-one sessions with team members to ensure consistent delivery of high-quality services. Foster a culture of continuous improvement, collaboration, and professional development within the IT technical services team.

IT Service Delivery & Support:

Oversee the delivery of IT technical services, ensuring efficient operation of IT infrastructure, end-user support, and business systems. Ensure timely and effective resolution of incidents and service requests, while managing escalations for critical issues. Monitor the performance of IT systems and infrastructure, proactively addressing potential issues to minimize downtime and disruptions.

Infrastructure Management:

Oversee the maintenance, operation, and security of the organization’s IT infrastructure, including servers, networks, storage systems, and cloud environments. Ensure system availability, performance, and scalability through capacity planning, proactive monitoring, and disaster recovery planning. Collaborate with infrastructure engineers to plan and execute system upgrades, migrations, and other technology initiatives. Lead efforts to optimize infrastructure costs and streamline processes to improve efficiency.

Strategic Planning & Project Management:

Contribute to the development of the organization’s IT strategy, ensuring alignment between technical services and business goals. Plan and manage IT projects, including infrastructure upgrades, cloud migrations, and deployment of new technologies. Work closely with business units to understand their technology needs and ensure that technical services are designed to support those needs. Manage project timelines, budgets, resources, and risks, ensuring successful project delivery on time and within scope.

Vendor & Contract Management:

 Manage relationships with external vendors and service providers, ensuring high-quality delivery of hardware, software, and support services.

Negotiate contracts and service level agreements (SLAs) with vendors to ensure the best value and performance for the organization. Monitor vendor performance, ensuring that contractual obligations are met, and address any issues or deficiencies as they arise. Evaluate and recommend new technologies, tools, and services to enhance IT service delivery and infrastructure performance.

Security & Compliance:

Ensure that all IT systems and services adhere to security policies, regulatory requirements, and industry best practices. Collaborate with the cybersecurity team to implement security measures such as firewalls, encryption, intrusion detection, and endpoint protection. Oversee regular audits, vulnerability assessments, and patch management processes to mitigate security risks.

Budgeting & Resource Management:

Develop and manage the IT technical services budget, ensuring efficient allocation of resources to meet operational and project needs. Monitor and control expenses related to hardware, software, licensing, and support contracts. Forecast future resource requirements and plan for technology investments that align with the organization’s growth and technological roadmap. Ensure the optimal use of IT assets and resources and manage asset lifecycle from procurement to disposal.

Performance Monitoring & Reporting: 

Establish and track key performance indicators (KPIs) and metrics to evaluate the effectiveness of IT service delivery and infrastructure performance. Provide regular reports to senior management on system uptime, incident response times, project progress, and overall IT service performance. Identify trends in service requests and incidents and implement corrective actions or process improvements as needed. Lead root cause analysis (RCA) for major incidents and system outages, ensuring lessons learned are incorporated into future operations.

Qualifications & Skills:

Required:

Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience. 7+ years of experience in IT support, infrastructure management, or technical services, with at least 3 years in a managerial or supervisory role. Strong knowledge of IT infrastructure, including networks, servers, storage systems, virtualization, and cloud technologies. Experience with IT service management (ITSM) frameworks such as ITIL, including incident, problem, and change management. Proven ability to lead technical teams and deliver high-quality IT services in a fast-paced environment. Strong project management skills, with experience planning and executing IT infrastructure projects. Excellent communication and interpersonal skills, with the ability to collaborate with cross-functional teams and interact effectively with senior management. Knowledge of security best practices and experience implementing IT security measures.

Preferred:

IT certifications such as ITIL, CompTIA Network+, Microsoft Certified: Azure Solutions Architect, or equivalent. Experience with cloud platforms (e.g., AWS, Azure, Google Cloud) and hybrid infrastructure environments. Familiarity with automation tools and scripting languages (e.g., PowerShell, Bash) for managing IT operations. Knowledge of compliance requirements such as GDPR, HIPAA, or SOX. Experience with disaster recovery planning and business continuity.

Personal Attributes:

Strong leadership and decision-making skills, with the ability to motivate and guide technical teams. Analytical and problem-solving mindset, with the ability to diagnose complex technical issues and develop effective solutions. A proactive approach to identifying opportunities for improvement and implementing solutions. Highly organized, with the ability to manage multiple tasks and projects simultaneously. Strong commitment to customer service and delivering high-quality IT services.

 

Working Conditions:

 

Physical Demands– Continuously sitting for prolonged periods, as the job is administrative in nature. Visual/Sensory – This position requires attention to detail, requiring attention with one or two senses at a time. Work environment – Work and environment fasted paced, requiring ability to remain focused under pressure.  Mental Stress – There is pronounced pressure from deadlines, project management, accuracy or similar demands.

Other Duties:

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.

A Career with Refresco  

Refresco offers a competitive salary and comprehensive benefits, which include:  

Medical/dental/vision insurance    Life insurance    401(k) savings plan with company match   Paid holidays and vacation    Well-being benefits   Discount programs  

Join Refresco TODAY and enjoy a rewarding CAREER!  

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