The Position:We are hiring for an
IT Operations Manager to join our growing team in
Spokane, WA(this is an in-office position). The IT Operations Manager will lead the day-to-day operations of the IT Service/Help Desk, ensuring employees across the organization receive timely, high-quality technical support. This role will manage the service desk team, ticketing processes, and support standards, and partners closely with the Director of IT on broader technology initiatives and projects.
- Oversee day-to-day service desk operations, ensuring tickets, calls, and requests are triaged, assigned, and resolved within established SLAs.
- Establish, monitor, and report on service desk KPIs (response times, resolution times, ticket backlog, customer satisfaction) and drive continuous improvement.
- Manage the IT ticketing/helpdesk software system, including workflows, categorization, and knowledge base content.
- Serve as an escalation point for complex or high-priority technical issues that front-line technicians cannot resolve.
- Assist coordination of hardware and software support, including desktop/laptop deployment, mobile device management, and end-user application support.
- Own the employee onboarding/offboarding technology process, ensuring new hires have equipment and system access on day one and departing employees are deprovisioned promptly.
- Develop and maintain service desk documentation, standard operating procedures, and self-service resources for end users.
- Contribute to IT policies and procedures aligned to enterprise governance and security frameworks, and support internal and external audits.
- Partner with the Director of IT and other IT team members on projects such as system rollouts, upgrades, and site technology needs.
- Track and manage IT asset inventory (laptops, phones, peripherals), including procurement, deployment, and retirement.
- Provide end-user training and communication on new systems, tools, and IT policies.
- Identify recurring issues and recommend process, tooling, or infrastructure improvements to reduce ticket volume.
- Administer and secure Active Directory, Microsoft 365, Okta, and related identity management systems, including group policies, SSO, and MFA.
- Partner with IT Systems Engineer on network operations, including firewalls, VPNs, switches, wireless systems, and WAN connectivity.
- Monitor system performance, capacity, and security posture; propose improvements and drive automation to increase efficiency.
- Automate routine administration and configuration management using scripting and infrastructure-as-code tools where appropriate.
- Lead or co-lead infrastructure projects such as upgrades, migrations, hardware refreshes, and SaaS/PaaS integrations, including planning, risk assessment, and documentation.
Other Duties: This job profile is not intended to be an all-inclusive list of job duties and responsibilities, as one may be asked to perform additional tasks in order to meet the needs of the organization.
What We Are Seeking:- Must be a team player who takes a "we over me" approach to building and sustaining relationships with others.
- Must be determined, ambitious, and self-motivated.
- Bachelor's degree in Information Technology, Computer Science, or a related field strongly preferred. Equivalent combination of education and experience required.
- 7+ years of experience in IT support, help desk, and engineering roles, with at least 2 years in a supervisory or team lead capacity.
- Experience supporting a workforce of 300+ employees across multiple departments and/or locations preferred.
- Hands-on experience with ticketing systems (e.g., ServiceNow, FreshService, Zendesk) and remote support tools.
- Strong working knowledge of Windows/Mac OS, Microsoft 365, networking basics, and common business applications.
- Expert-level experience with Windows Server, Active Directory, Group Policy, and Microsoft 365/Azure AD; Linux experience is a plus.
- Strong communication skills and customer service orientation, with the ability to work effectively with stakeholders across departments in a growing organization. Must be proficient in speaking, reading, and writing in English.
- Strong leadership and coaching skills with the ability to develop a team.
- Ability to prioritize and manage multiple requests in a fast-paced environment.
- Solid troubleshooting and problem-solving skills across hardware, software, and connectivity issues.
- Experience developing and maintaining clear, accurate IT documentation, procedures, and technical resources.
- Familiarity with IT security best practices (password management, phishing awareness, endpoint protection).
- Valid driver's license and insured, operable vehicle.
Compensation and Benefits:- Competitive salary, $125,000 - $140,000 (based on experience).
- Annual bonus incentive.
- Annual performance review with potential merit increase.
- Medical, Dental, & Vision insurance - with 100% employer paid monthly premiums for associates.
- Flexible Spending Accounts- for healthcare and dependent care.
- Disability, AD&D, and Life insurance.
- 401(k) with 3% company contribution.
- Accrued vacation time, sick pay, 12 paid holidays per calendar year, personal day, and paid volunteer day.
- Employee Assistance Program.
- Charitable giving program and community involvement.
Physical Requirements: - Sitting: 2-7 hours/day.
- Walking: 1-2 hours/day.
- Climbing (stairs): 1-3 hours/day.
- Lifting: 20-40 lbs. regularly.
- Endurance: light to moderate energy requirements.
- Manual Dexterity: frequent fine motor skills.
- Near Vision: minimal near vision.
Environmental and Safety Factors:- Weather: work is primarily indoors in a temperature-controlled office environment with occasional exposure to outdoor weather conditions, including uneven and slippery surfaces.
- Noise: frequent exposure to typical office environment noise levels including conversational voice levels; infrequent exposure to high-volume office equipment (e.g., shredder).
- Pace of Work: great, multi-tasking/pressure paced environment.
