ERP SUPPORT & OPERATIONS MANAGER

In 1989, Wikoff’s first continual improvement department was established, adopting a Total Quality Management approach. Over the years, the department has matured and expanded its vision to include not only oversight of the quality management system, but also training programs and employee safety while adopting other improvement methodologies such as lean and six sigma.

We are seeking a hands-on ERP Support & Operations Manager to lead the day-to-day stability, support, and administration of the organization’s ERP ecosystem. This role is responsible for reliable system performance, user support, security, and operational excellence. The ideal candidate is service-oriented, process-driven, and focused on uptime, responsiveness, and consistent delivery of support.

This position ensures the ERP system runs smoothly, securely, and efficiently to meet ongoing business needs.

Key Responsibilities

Operational Support & Service Delivery

• Lead and manage ERP support analysts, SQL developers and application support staff.
• Oversee ticket queues and ensure timely resolution of incidents and service requests.
• Establish, track, and enforce SLAs and KPIs for responsiveness, resolution time, and user satisfaction.
• Prioritize issues based on business impact and coordinate escalations when required.
  
  

System Stability & Administration

• Own system availability, performance, and reliability of the ERP platform and related applications.
• Perform system administration including user provisioning, role-based security, and access controls.
• Manage patches, updates, and configurations with minimal operational disruption.
• Monitor system health, troubleshoot recurring issues, and implement preventative measures.
  
  

Security & Compliance

• Maintain ERP security standards and data integrity controls.
• Conduct periodic audits of user access and system configurations.
• Ensure compliance with internal policies and external regulatory requirements.
  
  

Process & Documentation

• Develop and maintain SOPs, knowledge base articles, and support documentation.
• Standardize support workflows and best practices.
• Provide training and guidance to users and support staff.
  
  

Vendor & Service Management

• Serve as primary contact for ERP support-related vendor escalations.
• Coordinate issue resolution with software providers and partners.
  
  

Continuous Operational Improvement

• Identify recurring issues and implement root-cause solutions.
• Improve support processes and automation to increase efficiency.
• Monitor system metrics and user feedback to proactively enhance service quality.
  
  

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• 5 years of ERP support/administration experience in a manufacturing or distribution environment.
• Experience managing ticketing systems, SLAs, and service operations.
• Strong knowledge of ERP security, databases, and system architecture.
• Demonstrated leadership of technical support teams.
• Excellent troubleshooting and communication skills.
  
  

This company is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or protected veteran status.