Job Summary

The IT Operations Manager supports a modern, secure, and globally connected technology environment. Reporting to the Director, Information Services, this role leads day-to-day IT operations across cloud services, endpoints, identity, collaboration tools, procurement, vendors, and operational projects.

The IT Operations Manager serves as a bridge between internal Information Security/IT teams, business stakeholders, and external service providers to improve service delivery, strengthen cybersecurity and compliance practices, streamline technology workflows, and support scalable operations in a hybrid, AI-enabled workplace.

Essential Duties and Responsibilities

The incumbent may be asked to perform other function-related activities in addition to the below-mentioned responsibilities as reasonably required by business needs.

IT Infrastructure & Systems Management

• Manage day-to-day IT operations across cloud services, network connectivity, endpoints, identity, collaboration platforms, and business-critical applications
• Support administration, deployment, and adoption of platforms such as Microsoft 365, Intune, Entra ID/Azure AD, endpoint management tools, ITSM systems, and secure collaboration Isolutions
• Coordinate technology setup and support for global and hybrid office environments, including onboarding, device readiness, connectivity, and remote-work enablement
• Track license utilization, SaaS renewals, asset lifecycle, and cloud consumption to improve cost visibility and support budget planning
• Participate in IT and security projects such as endpoint modernization, office moves, system migrations, access reviews, software upgrades, and process automation

Policy Support & Compliance Management

• Support implementation of IT, cybersecurity, acceptable-use, data protection, and access management policies through documentation, communications, and user enablement
• Coordinate identity, permissions, and role-based access for Microsoft 365, SharePoint, cloud services, business applications, and vendor-managed platforms
• Monitor and document compliance with approved device standards, software usage, patching expectations, security practices, and audit-readiness requirements
• Assist with evidence collection and coordination for security reviews, vendor risk assessments, SOC 2/ISO-aligned controls, privacy requirements, and international compliance needs

Procurement & Vendor Management

• Coordinate technology procurement for laptops, peripherals, SaaS subscriptions, telecom services, and accessories in alignment with standards, budget guidance, and security requirements
• Track vendor agreements, renewals, service-level commitments, purchase requests, invoices, and contract documentation to support governance and cost control
• Coordinate with managed service providers, internet carriers, mobile providers, software vendors, and third-party support partners to resolve issues and improve service delivery

Support & Troubleshooting

• Serve as a coordination point for escalated incidents and service requests, ensuring clear ownership, timely updates, accurate documentation, and effective handoff between support teams
• Provide users with clear guidance on hardware, software, collaboration tools, secure access, VPN, MFA, and remote-work practices while maintaining troubleshooting knowledge articles
• Assist with onboarding, offboarding, training, access readiness, equipment provisioning, and adoption of new tools, including AI-assisted productivity and automation capabilities where approved

Project Management & Planning

• Track IT initiatives, operational metrics, service levels, incident trends, change activities, and project milestones to support reliable, measurable service delivery
• Collect data and prepare reporting inputs for technology roadmaps, process improvements, risk reduction efforts, automation opportunities, and future system enhancements
• Support planning for contract renewals, vendor evaluations, service reviews, cost optimization, and ongoing performance improvement using usage and operational data
• Stay current on emerging technologies, cybersecurity practices, ITSM capabilities, AI-enabled operations, and modern workplace tools; assist with pilots and rollout planning as needed

Qualifications

• Experience supporting Microsoft 365, Intune, Entra ID/Azure AD, Windows and macOS endpoints, collaboration platforms, mobile devices, VPN/MFA, and ITSM ticketing tools
• Strong organizational skills with the ability to manage competing priorities, communicate status, follow up on action items, and coordinate work across internal teams and vendors
• Foundational understanding of cybersecurity principles, identity and access management, endpoint security, phishing awareness, vulnerability management, incident escalation, and data protection practices
• General familiarity with cloud, networking, SaaS administration, endpoint lifecycle management, asset inventory, backup/recovery concepts, and business continuity practices
• Exposure to procurement, vendor management, contract tracking, service-level reporting, and basic financial or usage reporting for technology service

Education & Certifications

☒ Bachelor's degree required, Master's degree preferred

☒ Education and experience combination:

☒ Master's degree is equivalent to four (4) years of experience

Specific Area of Study: Information Systems, Business/Business Administration, Engineering, Technology Management or a related discipline.

Experience

☒ 3+ years relevant experience

• Minimum 3 years in IT operations, service desk management, systems administration support, endpoint management, vendor coordination, or a related technology operations role

Skills

• Clear communicator who can translate technical details into concise updates, documentation, user guidance, executive-ready summaries, and vendor-facing action items
• Able to balance daily operational coordination with project execution, continuous improvement, process documentation, and measurable service outcomes
• Comfortable using data, dashboards, ITSM reports, and AI-assisted productivity tools to identify trends, reduce manual work, and improve service quality
• Familiarity with HRIS, ERP, CRM, finance/procurement systems, regulated environments, and data privacy requirements is a plus
• Preferred certifications or training include ITIL 4 Foundation, CompTIA A+/Network+/Security+, Microsoft 365 Fundamentals, Azure Fundamentals, or equivalent practical experience

Physical Demands

The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• ☒ Sit; use hands to finger, handle or feel objects, tools, or controls.
• ☒ Stand; walk; reach with hands and arms; and stoop, kneel, crouch, or crawl.
• ☒ Other (please specify) Use standard office equipment and participate in meetings, presentations and occasional travel as required.