Position Description

KPA is seeking a hands-on IT Operations Manager to lead the IT support function while driving operational excellence, process improvement, automation, and technology enablement across the company. The role will directly manage service desk personnel while also owning key operational areas including employee IT operations, vendor management, support tooling, asset lifecycle management, and process improvement initiatives. The ideal candidate is technically capable, service-oriented, highly organized, and excited about improving processes, leveraging automation and AI-assisted tooling, and helping scale IT operations in a collaborative SaaS environment.

Responsibilities:

Team Leadership

• Manage, coach, and develop service desk personnel.
• Set expectations for communication, ownership, documentation, professionalism, and follow-through.
• Conduct regular one-on-ones and performance discussions.
• Build a culture of accountability, responsiveness, continuous improvement, and high-quality employee support.
• Develop the service desk team's troubleshooting, escalation, communication, and technical capabilities.
• Partner with security, DevOps, HR, finance, and other stakeholders to ensure IT work is coordinated, well-communicated, and completed effectively.
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IT Service Delivery & Operations

• Lead daily service desk operations, escalations, SLA performance, ticket quality, and employee support
• Manage onboarding, offboarding, access requests, equipment lifecycle, and employee IT workflows.
• Serve as the primary escalation point for complex employee-facing IT issues.
• Lead operational IT initiatives such as support platform improvements, collaboration tooling, mobile device lifecycle management, and employee technology rollouts.
• Develop and maintain operational standards, SOPs, support documentation, and knowledge base content.
• Leverage tools and technologies such as PowerShell, Power Automate, APIs, ChatGPT, Claude, or similar automation platforms.
• Own relationships, renewals, and operational coordination with IT vendors, SaaS providers, carriers, and hardware partners.
• Help improve IT asset lifecycle management processes for hardware and software.

Qualifications:

• Bachelor's degree in computer science, information technology, or equivalent experience; certifications such as Microsoft MS-102, MD-102, CompTIA Security+, ITIL Foundation, or similar certifications are a plus.
• 5+ years of experience in IT operations, systems administration, service delivery, or internal IT support.
• 2+ years of team lead or people management experience.
• Ability to independently troubleshoot and resolve moderately complex technical and operational issues across endpoint, SaaS, identity, and employee IT systems.
• Strong experience with Microsoft 365, Entra ID, endpoint management, SaaS administration, and enterprise IT operations.
• Experience managing service desk operations, escalations, vendors, procurement, and operational workflows.
• Experience with PowerShell, APIs, automation platforms, AI-assisted tooling, or workflow automation technologies.
• Solid understanding of networking, security, Azure, endpoint management, and modern cloud-based IT environments.
• Experience supporting SOC 2 audits, security initiatives, or compliance-driven operational processes.

Success Criteria:

• Improve service desk responsiveness, accountability, and consistency.
• Clear escalation paths between support, security, cloud/systems engineering, and DevOps.
• Improve documentation, SOPs, request workflows, and ticket quality.
• Increase visibility into IT performance through useful metrics and reporting.
• Improve vendor, licensing, procurement, and renewal management.
• Help modernize and scale the internal IT support experience for employees across the organization.

Compensation:

• Annual base salary range between $90-110k
• Bonus potential of 15% annually

Physical Requirements:

Physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Working at a computer typing and view a screen - Constantly
• Stationary sitting or standing - Constantly
• Visual Recognition - Constantly
• Hearing/Listening - Occasionally
• Communicating verbally and/or in writing - Occasionally
• Travel - Seldom

Don't meet every job requirement? At KPA, we are dedicated to building a diverse, inclusive, and authentic workplace. Studies have shown that women and people of color are less likely to apply unless they meet every requirement. If you're excited about the role but your past experience doesn't align perfectly with every qualification, we still encourage you to apply! You might just be the right candidate for this or other roles.

As a growing company KPAvalues its employees by supporting them with a full benefits package including Medical, Dental, Vision, Flexible Spending Accounts, PTO, Paid and Floating Holidays, 401k with Company match and immediate vesting, Company-funded Life Insurance, Employee Assistance Programs, and No-cost Mental Health Benefits.