Position Summary:The IT Operations Manager is a hands-on technology leader responsible for the daily performance, availability, and security of AHIP's technology ecosystem. Reporting to the Vice President of Information Technology, this role oversees the organization's IT support functions, including the direct supervision of IT Support Analysts and the management of the outsourced Managed Services Provider (MSP).

The IT Operations Manager serves as the technical owner for the Microsoft 365 and Azure environment, troubleshooting and maintaining cloud infrastructure, endpoints, and enterprise applications. This position requires deep, current technical skills as well as successful vendor management to deliver high-quality support to AHIP staff while ensuring technology investments are secure, compliant, and optimized for a hybrid workforce. In this role, you'll be instrumental in modernizing AHIP's IT environment and building out our new, tech-forward office - shaping the systems and spaces our team relies on every day.

Essential Duties and Responsibilities:

1. IT Operations & Support Leadership: Lead the daily operations of the IT Service Desk, serving as the escalation point for technical issues. Manage IT Support Analysts and the outsourced MSP to ensure tickets are resolved within Service Level Agreements (SLAs) and user satisfaction remains high.
2. Microsoft 365 & Azure Administration: Serve as the primary administrator for the Microsoft 365 tenant and Azure environment. Configure user identities, Exchange Online, SharePoint, OneDrive, Teams, and Intune/Endpoint Manager policies to ensure a secure and productive digital workspace.
3. Vendor & MSP Management: Act as the primary operational liaison with AHIP's Managed Services Provider (MSP) and other technology vendors. Monitor vendor performance, review monthly service reports, and hold providers accountable for deliverables, SLAs, and contract obligations.
4. Infrastructure & Asset Management: Manage the lifecycle of hardware and software assets, including laptop procurement, imaging, and inventory tracking. Oversee the maintenance of on-premise and cloud infrastructure, ensuring backups, patching, and disaster recovery systems are tested and functional.
5. Onboarding & Offboarding: Streamline and execute technical onboarding and offboarding processes for employees and contractors, ensuring timely access provisioning and secure data retention in compliance with AHIP policies.
6. Security Operations: Collaborate with the VP of IT to implement cybersecurity best practices. Operationalize security policies such as Multi-Factor Authentication (MFA), Conditional Access, email security gateways, and vulnerability remediation. Ensure appropriate system level protections such as endpoint protection and backups are in compliance with established policies.
7. System Documentation & Knowledge Management: Create and maintain comprehensive technical documentation, including network diagrams, standard operating procedures (SOPs), and knowledge base articles to support the IT team and end-users.
8. Project Implementation: Lead technical execution for IT projects, such as system migrations, software rollouts, and office technology upgrades. Coordinate with internal stakeholders and external vendors to deliver projects on time and within budget.
9. Audio-Visual (AV) & Conference Support: Set up, maintain, and troubleshoot conference room AV technology and collaboration tools (Zoom/Teams Rooms) to support hybrid meetings and member engagements.
10. Budget & Procurement Support: Assist the VP of IT in tracking operational expenses, reviewing invoices for accuracy, and identifying optimization within software licensing and hardware procurement.
11. Continuous Improvement: Analyze helpdesk metrics and system performance data to identify trends and recommend process improvements or training opportunities for staff.
12. Perform other related duties as assigned.

Physical Demands

The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. For example, while performing the duties of this job, the employee is regularly required to see, talk and hear. In addition, the employee frequently is required to stand, walk; use hands to finger, handle or feel; and reach with hands and arms, communicate verbally, use computer and other technology (including keyboarding).

Mental Demands

The mental demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Employee must have a high capacity for logical thinking, be able to cope effectively with stressful demands involving high levels of responsibility and urgent deadlines, remain calm in conflict situations, focus on mission-critical matter, but also have the ability to switch quickly from one project or demand to another (and back again).

Minimum Education and Experience Required

1. Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent operational experience).
2. Minimum of 7 years of progressive IT experience, with at least 3 years in an operations management or team lead role.
3. Technical expertise in the Microsoft 365 stack, including Admin Center, Exchange, Teams, SharePoint, and Entra ID (Azure AD).
4. Proven experience managing Managed Service Providers (MSPs) and third-party vendors, including contract and SLA enforcement.
5. Hands-on experience with Microsoft Azure infrastructure (IaaS/PaaS) and Intune/Autopilot for device management.
6. Demonstrated success in troubleshooting complex technical issues and acting as a Tier 3 escalation point.
7. Experience supporting hybrid workforces and managing remote support tools.

Other Qualifications

• Microsoft Certifications (e.g., Microsoft 365 Certified: Enterprise Administrator Expert, Azure Administrator Associate) are highly preferred.
• Experience in the association or nonprofit sector is a plus.
• Strong customer service orientation with the ability to explain technical concepts to non-technical stakeholders.
• Excellent organizational skills with the ability to prioritize tasks in a fast-paced environment.
• Commitment to continuous learning and staying current with emerging Microsoft technologies.

Expected Hours of Work

This is a full-time position. Days and hours of work are Monday through Friday, 8:30 a.m. to 5:30 p.m.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.