IT Operations Manager The IT Operations Manager leads Trilogy Innovations' internal technical support operations and core infrastructure services. This role is responsible for directing help desk personnel, managing day-to-day IT service delivery, administering Microsoft 365 / Entra ID environments and licensing, managing internal AWS cloud resources, and overseeing the administration of Atlassian collaboration and service tooling.
Sitting at the center of operational efficiency, end-user support, and technical governance, you ensure our workforce has secure, reliable access to the tools they need while maintaining system health, compliance posture, and cost transparency. You are both a hands-on technical problem-solver and a supportive team leader who elevates service standards across the company.
What you will do:- Lead internal infrastructure strategy across AWS, Microsoft 365, DevSecOps, and physical IT environments.
- Establish standards and protocols that reduce tech debt, eliminate system duplication, and increase reliability.
IT Operations Leadership
- Team Leadership & Service Delivery: Lead, mentor, and schedule help desk / tier 1-3 support personnel, establishing clear escalation paths, resolution metrics (SLAs/SLOs), and customer service excellence.
- Intake & Service Management: Champion and manage the internal service desk using Jira Service Management (JSM) to track hardware, software, onboarding, and access requests, reducing unstructured email requests.
- Asset & Hardware Lifecycle: Manage end-user equipment procurement, provisioning, asset tracking, inventory, warranty maintenance, and secure hardware disposal/wiping.
- Onboarding & Offboarding: Partner with HR to ensure seamless, day-one technical onboarding and secure, automated offboarding workflows.
Systems Oversight & Optimization
- Microsoft Entra ID (Azure AD): Serve as primary administrator for Entra ID, including user provisioning/de-provisioning, role-based access controls (RBAC), Conditional Access policies, Multi-Factor Authentication (MFA), and Single Sign-On (SSO) integrations.
- Microsoft 365 & Licensing: Manage and optimize the enterprise Microsoft licensing footprint (M365 E3/E5, Business, add-ons); regularly audit license allocation, eliminate unused seats, and govern Exchange Online, SharePoint, Teams, and OneDrive.
- Endpoint Management: Manage internal workstation policies, configuration baselines, compliance profiles, and patch management via Microsoft Intune.
Cloud & Infrastructure Operations
- AWS Cloud Administration: Manage and monitor internal AWS accounts, IAM users/roles, VPC networking, EC2, S3, and related foundational cloud services.
- Cost & Capacity Optimization: Monitor AWS and cloud usage to improve visibility, enforce tagging standards, eliminate orphaned resources, and optimize monthly operational expenditures.
- System Reliability & Backups: Oversee routine system maintenance, backup schedules, disaster recovery testing, and baseline monitoring for internal engineering and business tools.
Atlassian Ecosystem & Knowledge Management
- Atlassian Administration: Administer Trilogy's Atlassian stack (Jira Software, Jira Service Management, Confluence), including user access, group permissions, workflows, custom fields, and scheme configurations.
- Knowledge Base (Atlas / Confluence): Lead the structural design, space governance, and maintenance of Confluence as Trilogy's central knowledge hub and single source of truth for standard operating procedures (SOPs) and end-user documentation.
Compliance, Security & Governance
- Access Governance: Own and automate identity and access management (IAM) lifecycle controls and periodic access review certifications.
- Audit & Security Support: Maintain operational alignment with compliance and security standards (e.g., CMMC, NIST SP 800-171, SOC 2, ISO 9001); assist with vulnerability remediation, internal audits, and infrastructure readiness assessments.
- Vendor & Budget Tracking: Assist leadership in tracking IT operational budgets, vendor renewals, software subscriptions, and service agreements.
Key traits:- Service-Oriented Leader: Empathetic, calm under pressure, and dedicated to empowering end-users and supporting analysts.
- Practical Problem Solver: Able to balance operational firefighting with proactive, automated solutions to eliminate repetitive tasks.
- Process & Systems Thinker: Enjoys documenting workflows, establishing clear SOPs, and turning chaotic requests into structured, repeatable processes.
What you bringWe require:
- Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field (or equivalent direct experience)
- 6+ years of experience in technical infrastructure, DevSecOps, internal engineering, or enterprise IT leadership, with at least 2+ years supervising or leading help desk / support staff.
- Demonstrated success managing cloud-native platforms (e.g., AWS, Azure), Microsoft environments, and enterprise systems governance.
- Proven experience implementing security frameworks and compliance models (e.g., CMMC, NIST, SOC II).
- Strong communicator and collaborator with a track record of successful cross-functional leadership.
Nice to have:- Relevant certifications: AWS Certified Solutions Architect / SysOps Administrator, Microsoft Certified: Identity and Access Administrator (SC-300), M365 Fundamentals/Administrator, or Atlassian Certified Professional.
- Experience in government contracting (GovCon) or high-compliance cloud environments (e.g., AWS GovCloud).
- Experience with mobile device management (MDM) / Intune and basic automation scripting (PowerShell, Bash, or Python).
Work environment: Hybrid, Bridgeport, WV or locality with up to 10% travel
Compensation and Benefits:- Competitive salary based on experience
- Performance bonus eligibility
- 401k with company match
- Medical, dental, and vision coverage
- Life and disability insurance
- Health Savings Account
- Professional development programs
- Employee referral bonus program
