Craft Your Career with Brasscraft Manufacturing Company!

POSITION SUMMARY:

We are seeking a strategic IT Infrastructure and Operations Manager to lead the planning, implementation, and maintenance of the organization’s IT infrastructure. This role is responsible for the reliability, scalability, and security of all IT systems, networks, and services, while managing a team of infrastructure and support employees. The position also has overall responsibility for service desk operations, driving high-quality support and timely issue resolution. This role ensures efficient service delivery, drives operational excellence, and aligns departmental goals with the organization's overall strategy, combining strategic oversight with a hands‑on approach to process improvement, customer satisfaction, and performance outcomes.

This is a hybrid role based out of Novi, MI.

PRINCIPAL FUNCTIONAL RESPONSIBILITIES:

• Lead IT operations to ensure high availability, optimal performance, and robust security of systems and services.

• Supervise and mentor staff across multiple locations to drive effective service delivery and professional development.

• Oversee incident, problem, and change management processes to minimize disruptions and coordinate with Managed Service Providers for multi-party changes.

• Develop and execute service and operational strategies aligned with organizational objectives, identifying and implementing process improvements and service enhancements.

• Manage the IT service catalog, request models, SLAs/SLOs, knowledge base, and problem management, including trend analysis and root cause investigation. Lead Change Advisory Board (CAB) processes and activities.

• Own and manage backup and disaster recovery, ensuring data immutability, offsite copies, and RTO/RPO targets for each application.

• Establish and monitor key performance indicators (KPIs)

• Collaborate with IT and business leadership to define the operational roadmap, set priorities, and align infrastructure strategy with business goals.

• Evaluate and implement new technologies, tools, and processes to drive efficiency and enhance service delivery.

• Monitor daily operations for compliance with company policies and standards; act as escalation point for complex technical issues.

• Act as liaison to Masco IT Support for troubleshooting and supporting enterprise-wide systems.

• Oversee the design, deployment, and maintenance of IT infrastructure, including servers, networks, storage, and cloud environments.

• Develop and enforce IT policies, procedures, and best practices for infrastructure and service management.

• Manage related vendor relationships, contracts, and SLAs; implement QBR governance, track penalties/earn-backs, and maintain scope and risk registers.

• Develop and manage budgets, forecasts, and resource planning for infrastructure and operations.

• Govern the asset lifecycle by updating and executing refresh policies by class and tracking assets through their lifecycle.

• Oversee manufacturing plant IT operations, including vendor remote access, industrial network segmentation, technology change windows, and the integration of labeling, printing, and scanning systems.

• Lead security operations by coordinating vulnerability management and patching, resolving incidents, serving as the primary contact for corporate incident response, enforcing identity controls, and delivering security training.

MINIMUM QUALIFICATIONS:

• Bachelor’s degree in Information Technology, Computer Science, or related field

• 7+ years in IT infrastructure and operations, including at least 3 years in a leadership role

• Strong expertise in networking, server virtualization, cloud platforms (e.g., Azure), and enterprise systems

• Hands-on experience with Commvault (or similar enterprise backup), Azure/M365/Entra ID security (CA/MFA/PIM), and Intune/Autopilot

• Experience with Change Advisory Board (CAB) and service catalog implementations

• Experience with vendor management, contract negotiation, SLAs, and QBRs

• Proven experience managing IT services and operations across multi-site, manufacturing, lab, and remote environments.

• Experience with ServiceNow or similar IT Service Management (ITSM) system.

PREFERRED QUALIFICATIONS:

• Professional certifications in operations or service management (e.g., ITIL, PMP, Cisco (CCNA/CCNP), Microsoft Certified: Azure Administrator, or equivalent).

• Skills in IT service management frameworks, including ITIL (Foundation required; Intermediate/Problem/Change preferred)

COMPETENCIES:

• Proven leadership and project management abilities, with experience overseeing complex initiatives and managing multiple priorities in fast-paced environments.

• Strategic thinker with strong problem-solving and decision-making skills, able to navigate ambiguity and drive continuous improvement.

• Demonstrated enthusiasm for developing people and fostering a growth mindset.

• Excellent communication, collaboration, and consulting skills for engaging stakeholders at all levels and supporting effective change management.

• Customer-focused, responsive to user needs, and committed to service excellence.

• Highly self-motivated and directed, with the ability to work independently and as part of a team.

• Financial acumen, including experience creating and managing budgets, monitoring expenses, and analyzing financial data to optimize resources and maximize ROI.

ABOUT US

BrassCraft Manufacturing Company is a leading manufacturer and distributor of high-quality water and gas flow control products, plumbing service, and repair parts for the new construction and repair/remodel markets. Headquartered in Novi, Michigan, BrassCraft supports a wide array of channel partners including wholesalers, retailers, and specialty dealers, who serve residential and commercial markets across the Americas. BrassCraft has set the plumbing standard for 70+ years, with industry leading brands including BrassCraft® and Plumbshop®

BrassCraft (the “Company”) is an equal opportunity employer, and we want to have the best available persons in every job. The Company makes employment decisions only based on merit. It is the Company’s policy to prohibit discrimination in any employment opportunity (including but not limited to recruitment, employment, promotion, salary increases, benefits, termination and all other terms and conditions of employment) based on race, color, sex, sexual orientation, gender, gender identity, gender expression, genetic information, pregnancy, religious creed, national origin, ancestry, age, physical/mental disability, medical condition, marital/domestic partner status, military and veteran status, height, weight or any other such characteristic protected by federal, state or local law. The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company regardless of where the employee is located and prohibits unlawful discrimination by any employee of the Company.

BrassCraft is an E-Verify employer.

Company: BrassCraft Manufacturing

Brasscraft (the “Company”) is an equal opportunity employer and we strive to employ the most qualified individuals for every position. The Company makes employment decisions only based on merit. It is the Company’s policy to prohibit discrimination in any employment opportunity (including but not limited to recruitment, employment, promotion, salary increases, benefits, termination and all other terms and conditions of employment) based on race, color, sex, sexual orientation, gender, gender identity, gender expression, genetic information, pregnancy, religious creed, national origin, ancestry, age, physical/mental disability, medical condition, marital/domestic partner status, military and veteran status, height, weight or any other such characteristic protected by federal, state or local law. The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all people involved in the operations of the Company regardless of where the employee is located and prohibits unlawful discrimination by any employee of the Company.

Brasscraft is an E-Verify employer. E-Verify is an Internet based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of their newly hired employees in the United States. Please click on the following links for more information.

E-Verify Participation Poster: English & Spanish

E-verify Right to Work Poster: English, Spanish