About the roleUSAgain is hiring an IS Operations Manager to lead our Information Systems support team and keep our technology and business applications running smoothly. This hands-on leadership role covers end-user technical support, support for the software our operations depend on, Microsoft 365 administration, email security, device management, network infrastructure, and leading USAgain's adoption of AI tools.
You'll manage a team responsible for both hardware and software support, and you'll be the go-to person for keeping our people productive and our systems secure.
Location: West Chicago, IL (Remote / Hybrid)
Annual Salary: $100K - $120K based on experience
Primary responsibilities- Lead, schedule, and develop the hardware and software support team
- Set priorities, manage the ticket queue, and track response and resolution times
- Serve as the escalation point for complex or high-impact issues
- Document procedures and build a knowledge base for staff and end users
- Oversee help desk support for computers, peripherals, phones, and network connectivity
- Support the business applications our operations rely on, including CRM/ERP custom system and integrations with company mobile APPs and payroll system
- Evaluate and recommend AI tools, such as Microsoft 365 Copilot, that improve productivity across teams
- Lead rollout, configuration, and licensing of approved AI tools
- Set and enforce policies for safe AI use, including data protection, privacy, and access controls
- Train staff on effective and responsible use of AI tools
- Identify opportunities to automate routine support and operations tasks with AI
- Manage company devices through Microsoft Intune or a similar platform
- Set up, configure, and maintain local and wide area networks, including switches, routers, firewalls, and Wi-Fi
- Manage VPN and secure remote access for staff
- Monitor network performance and uptime, and troubleshoot connectivity issues
Our Benefits Include:- Medical: 80% Company Paid
- Dental & Vision Coverage
- Short-Term Disability (STD)
- Long-Term Disability (LTD)
- 401(k) Program
- Life & Accidental Death Insurance
- 9 Paid Holidays
- Safety Bucks Program
- Wellness Programs
We offer a comprehensive benefits package to support your health, well-being, and future.
Requirements
Required - 6+ years in IT or IS support, including 3+ years leading a team
- Hands-on Microsoft 365 administration experience (Exchange Online, Entra ID, Teams)
- Working knowledge of networking, email security, MFA, and endpoint protection
- Experience supporting business applications and working with software vendors
- Familiarity with cPanel/WHM, web hosting, and MySQL administration
- Familiarity with APIs, PHP, and MySQL database
- Strong troubleshooting skills across Windows, macOS, and mobile devices
- Clear communicator who can explain technical issues to non-technical staff
Preferred - Bachelor's degree in Information Systems, Computer Science, or a related field, or equivalent experience
- Certifications such as Microsoft 365 Administrator
- Experience deploying AI tools such as Microsoft 365 Copilot, including data governance and user training
- Experience with SugarCRM/SuiteCRM
- Experience with device management tools
Salary Description
$100K - $120K
