Senior Manager, IT Strategy & Network Operations

Senior Manager, IT Strategy & Network Operations

Vernon

Who We Are:

Being naked is the #1 most sustainable option. We're #2.

None of this work is possible without the incredible people behind it. We're a mission-based company that invests in an inclusive culture, so we can innovate together and ensure everyone has the space to grow, thrive, and belong.

And starting right now, we want to do all that with you.

Work Location /

Schedule:

This position is an on-site role at our Vernon HQ, Monday through Friday, with the ability to step in during off hours as needed to support key business operations and keep our teams running smoothly.

• IT Service Excellence: Ensure and drive excellent, high-quality, customer‑centric technical service for all corporate employees.
• Strategic Partnership & Road mapping:
  Own the IT service strategy for all corporate staff. Define support requirements, develop the strategic roadmap, and execute projects to accomplish these requirements in partnership with key corporate stakeholders.
• Stakeholder Leadership:
  Partner closely with corporate leads (Facilities, People/HR, DC Operations, and Retail Tech teams) to align support strategies, manage expectations, and proactively improve technology delivery across all facilities.
• Vendor and Contract Management: Manage relationships, contracts, and licensing for key corporate systems (e.g., Microsoft 365, Adobe, Jira, etc.) and oversee vendor performance and renewals.
• Scale and Optimization: Expand the effective use of existing ticketing and observability systems to enhance scale, reporting, trend monitoring, and predictive support capabilities.
• Knowledge and Process Improvement: Learn and analyze complex business processes that rely on technology. Produce clear, professional documentation and spearhead the development of a comprehensive knowledge base to drive efficiency.
• Team Oversight: Provide high‑level guidance and mentorship to two independent Helpdesk Technicians, managing ticket escalation paths and ensuring consistent service quality.

• Critical Network Backup:
  Act as the expert escalation point and sole operational backup for the Network Engineer. This includes being capable of independently managing, troubleshooting, and resolving emergency‑level issues related to corporate network infrastructure.
• Emergency Response Ownership: Jump into and own the complete resolution of emergencies related to network outages or critical corporate technology failures, driving swift resolution and root cause analysis.

• Experience & Strategic Leadership: Minimum 10 years of experience in IT operations or technical support
  , with 5+ years in a senior/managerial role focused on strategy, road mapping, and stakeholder partnership within a multi‑site environment.
• Expert Network Operational Experience (CRITICAL): Strong, hands‑on experience with Cisco Meraki management (MX/MS/MR), including advanced troubleshooting of:
• Firewall Rules, VPNs (site‑to‑site and remote access).
• Complex Wi‑Fi and VLAN issues across corporate and DC facilities.
• A Network Engineering background is highly preferred.
• IT Service Management (ITSM) Expertise: Proven ability to define, implement, and manage high‑quality IT service delivery processes and metrics.
• Stakeholder Communication: Exceptional communication skills with a proven ability to partner with non‑technical business leaders and explain complex issues clearly.
• Multi‑Facility Environment: Expert understanding of networking and support challenges in a multi‑facility (HQ/Office/DC) and remote work environment.
• End‑User Environment Support: Extensive experience supporting employees in a Mac OS X environment.

• Windows Ecosystem
  
  Experience:
  
  Windows Server management and administration experience.
• Google Workspace Administration: Experience with Google Workspace administration and security hardening.
• Identity Management: Jump Cloud or similar modern cloud‑based IAM experience.

Compensation:

At Reformation, we believe in transparency and equity when it comes to compensation. For…