IT Systems and Support Manager

Job Objective

The IT Systems & Technology Manager is responsible for the day-to-day management, support, coordination and continuous improvement of Gallagher Uniform's information technology and business systems. This hands-on position serves as Gallagher Uniform's primary internal technology resource and liaison among employees, management and specialized third-party technology partners.

The Manager supports traditional office technology as well as specialized production, garment-tracking, route-accounting and data systems. The position owns technology issues from identification through resolution: diagnosing what can be handled internally, engaging the appropriate vendor or specialist when needed, communicating progress, documenting the resolution and identifying ways to prevent recurrence.

The position also serves as a leader in Gallagher Uniform's adoption of artificial intelligence, automation, internally developed applications and emerging technologies to improve productivity, simplify work, strengthen decision-making and advance Gallagher Uniform's position as a technology leader in the industrial laundry industry.

Essential Duties & Responsibilities

1. IT Systems, Equipment & User Support

Provide responsive, hands-on technology support throughout Gallagher Uniform, including setup, configuration, maintenance, troubleshooting and vendor coordination for:

• 30+ desktop PCs, laptops and production workstations; local and network printers.
• 30+ Samsung mobile phones and tablets managed through Samsung Knox, plus approved personal/BYOD devices accessing company systems.
• TVs, monitors, communication displays and company-wide dashboards.
• Barcode scanners, garment-label readers, UHF/RFID readers and antennas, production workstations and Wesvic/other productivity piece-counting systems.
• VPN and remote-access technologies, Microsoft 365 and other business productivity applications.

Maintain accurate inventories of company technology assets, assigned users, location, configuration, age, warranty and anticipated replacement requirements.

2. Core Business & Production Systems

Develop in-depth knowledge of Gallagher Uniform's core business and production technology and serve as the primary internal point of coordination with specialized vendors.

• Softrol / Softrak Route Accounting System - develop extensive working knowledge of functionality, data, reporting and integration; work with Softrol on troubleshooting, enhancements and future development.
• Braun Washnet System - coordinate technology-related support associated with Braun laundry equipment, Washnet and the production environment.
• Gurtler Chemical System - coordinate with Gurtler regarding computerized chemical management and injection systems and related technology.
• Positek CASort - support and coordinate CASort garment-processing technology, computers, readers, interfaces and systems.
• Ludell Hot Water System – oversee system software.

The Manager is not expected to replace these vendors' specialized expertise, but is expected to understand Gallagher's use of their systems and own the internal coordination necessary to keep them functioning effectively.

3. Database, Reporting & Business Intelligence

• Support Microsoft SQL Server and related administration/support coordination.
• Support cloud storage, cloud data and cloud-based applications.
• Provide strong Microsoft Access capabilities, particularly query development, report writing, data analysis and troubleshooting.
• Extract and report data from Gallagher business systems; develop and maintain management and operational dashboards.
• Support production data, productivity measurements, data accuracy and accessibility; identify opportunities to automate recurring reports and manual processes.

4. Network Infrastructure & Cybersecurity

Serve as Gallagher Uniform's primary internal liaison with FDConsulting and other third-party network and cybersecurity professionals. Coordinate and monitor network infrastructure, servers/workstations, Wi-Fi, firewalls, VPN, endpoint protection, system security, user permissions, multi-factor authentication, updates, cybersecurity remediation, employee awareness and incident escalation.

Outside specialists provide advanced network administration and cybersecurity expertise; the Manager ensures recommendations, projects, issues and corrective actions are understood, prioritized, tracked and completed.

5. Backup, Disaster Recovery & Business Continuity

• Coordinate and maintain backup and disaster-recovery processes for critical company data and systems.
• Regularly verify backups and ensure recovery procedures are documented and tested.
• Maintain documentation of critical systems, vendor contacts, recovery priorities and procedures needed after technology failure, cybersecurity events, equipment loss or other emergencies.
• Work with management and outside partners to improve technology resiliency and business continuity.

6. Security, Fire & Emergency Systems

Coordinate technology and vendor relationships associated with Gallagher Uniform's electronic security, fire and emergency systems, including documentation, service, upgrades and technology integration. This responsibility is internal system oversight and vendor coordination and does not replace work requiring specialized or licensed fire, life-safety or security professionals.

7. Technology Vendors & Project Management

• Serve as the primary internal technology contact for third-party technology partners.
• Coordinate support requests, projects, priorities, upgrades and implementations; track unresolved issues through completion.
• Communicate effectively between employees and vendors; maintain vendor and system documentation.
• Review recurring problems and recommend permanent solutions; assist management in evaluating vendor performance, proposals and technology recommendations.

The expectation is not simply to report problems to vendors, but to manage them through successful resolution.

8. IT Request Management

Develop, implement and maintain a formal Gallagher Uniform IT Request Management System. Significant technology requests, problems and projects should be captured, prioritized and tracked. Provide an easy-to-read management dashboard showing open requests, priority/status, department/category, aging, response and resolution times, vendor-dependent issues, recurring problems, completed work and significant upcoming projects.

9. IT Preventive Maintenance

Develop and maintain a formal IT Preventive Maintenance Program covering Gallagher's technology infrastructure and equipment. Maintain back up computers and Software for critical production operations.  Establish appropriate inspection, update, maintenance and replacement schedules for PCs, workstations, mobile devices, printers, production technology, readers, displays, servers and other equipment. Provide an easy-to-read management dashboard showing maintenance status, upcoming and overdue requirements, aging equipment and anticipated replacement needs. The objective is to move the IT function from primarily reactive problem solving toward proactive technology management.

10. Procurement, Licensing, Asset Management & Budgeting

• Coordinate hardware procurement, software purchasing/licensing, renewals, warranties, mobile-device management, technology inventory and hardware standardization.
• Maintain equipment replacement schedules and evaluate vendor proposals, cloud/subscription services and unnecessary technology expenses.
• Develop and manage budgets and forecasts for hardware, software, licensing, vendor support, cybersecurity, mobile technology, projects and capital requirements.
• Participate in longer-term technology planning and recommend future investments that balance reliability, functionality, cybersecurity and cost.

Artificial Intelligence, Automation & Technology Innovation

Serve as Gallagher Uniform's internal AI leader and technology innovation champion. Aggressively - yet thoughtfully - explore how artificial intelligence, automation, software and emerging technologies can improve Gallagher Uniform.

• Continually identify repetitive, manual or inefficient work that can be improved through technology.
• Explore and implement appropriate AI tools throughout the organization and help employees become more capable, productive AI users.
• Work with employees to understand business problems and translate them into practical technology solutions.
• Participate in the conception, development, testing and implementation of internally developed applications, dashboards and software tools.
• Explore appropriate integration between AI and Gallagher business data and systems, including reporting, analytics, employee support, customer service, sales, operations and administration.
• Establish thoughtful controls around confidential company, customer and employee information and work with cybersecurity partners to ensure responsible AI adoption.

The expectation is not simply to use AI tools, but to continually look for opportunities to reinvent and improve the way Gallagher Uniform works.

Business & Operational Understanding

Technology at Gallagher Uniform is closely integrated with company operations. The Manager is expected to learn workflows throughout production, route service, customer service, sales, accounting, purchasing and other departments, understand the business or operational problem first, and then determine how technology can best help solve it.

Documentation, Onboarding & Training

• Maintain appropriate documentation of hardware/software inventories, system configurations, vendor contacts, licenses/subscriptions, network/system information, support procedures, backup/recovery procedures, significant changes, projects, common resolutions and user/access procedures.
• Ensure technology knowledge critical to Gallagher is documented and accessible rather than residing solely with one employee or outside vendor.
• Coordinate technology requirements for new employees, transfers and departing employees, including equipment, applications, permissions and timely access removal.
• Train and assist employees so they become more effective users of Gallagher technology

Qualifications

Job Specifications & Requirements

Education & Experience

• Associate degree in Information Technology, Computer Science, Information Systems or a related technical field, or equivalent combination of education and relevant experience; Bachelor's degree preferred but not required.
• Approximately 3-7 years of progressively responsible IT, systems or related technology experience preferred.
• Experience supporting technology in a manufacturing, industrial, distribution or similarly operational environment is highly desirable.

Technical Qualifications

Strong working knowledge or experience in several of the following areas:

• Microsoft Windows environments and Microsoft 365.
• Microsoft SQL Server; Microsoft Access query and report development.
• Cloud storage and cloud-based applications.
• Network fundamentals, VPN and remote connectivity.
• PC/workstation configuration and troubleshooting; printers and peripheral equipment.
• Mobile-device management and Samsung Knox.
• Backup and disaster recovery; cybersecurity fundamentals.
• Software licensing and asset management.
• Dashboards, data reporting and visualization.
• Barcode and/or RFID technology.
• AI tools, automation and application development.

Direct experience with Softrol/Softrak, Braun, Gurtler, Positek or industrial laundry technology is not required, but the successful candidate must demonstrate the technical aptitude, curiosity and motivation to develop substantial expertise in Gallagher's specialized systems.

Personal & Professional Qualifications

• Strong diagnostic and problem-solving skills with personal ownership and follow-through.
• Excellent organizational, written and verbal communication skills.
• Ability to explain technical concepts to nontechnical employees and work effectively at all levels of the organization.
• Ability to manage multiple priorities and projects and work independently with minimal supervision.
• Strong vendor-management skills, intellectual curiosity and desire to continually learn.
• High level of integrity and discretion, strong work ethic and professional attitude.
• Enthusiasm for new technology and innovation; ability to translate business needs into practical technology solutions.
• Willingness to challenge existing processes when a better technology solution is available.

Gallagher Uniform is an equal opportunity employer. This job description is intended to describe the general nature and level of work performed and is not an exhaustive list of all responsibilities, duties or qualifications required.