Summary: The Senior Manager, IT Operations reports to the VP, IT and leads Accord's end-to-end IT operations, service delivery, and technology enablement. This hands-on leadership role is ideal for a practical, business-minded IT professional who can manage a small systems and network administration team while remaining close to the work. The role is accountable for reliable day-to-day operations, Level 1-4 support, infrastructure, cloud, network, endpoint, information security, data security, vendor management, and project delivery. The successful candidate will also help advance responsible AI adoption, assess emerging technologies, strengthen controls, and drive practical transformation across IT and broader business operations. Success requires sound judgment, strong ownership, clear communication, and the ability to translate technical topics into business terms for stakeholders at all levels.
Essential Duties and Responsibilities:- Lead end-to-end IT operations and service delivery, including Level 1-4 support, incident response, request fulfillment, change management, infrastructure, network, cloud, endpoint, and vendor operations.
- Manage, coach, and develop a small in-house systems and network administration team, setting clear priorities, standards, escalation paths, and accountability.
- Serve as a hands-on operational leader who can troubleshoot complex issues, support critical incidents, and help the team deliver when priorities are urgent or resources are lean.
- Maintain reliable, secure, and scalable technology services across infrastructure, cloud, endpoints, collaboration platforms, core applications, and business systems.
- Strengthen information security and data security practices, including access management, data protection, monitoring, backup, recovery, vulnerability remediation, security awareness, and secure operational processes.
- Improve IT service management practices, operational metrics, documentation, controls, and user experience in alignment with business needs.
- Lead and enable responsible AI adoption by identifying practical use cases, supporting governance, and helping teams use AI tools safely, effectively, and productively.
- Proactively evaluate and introduce emerging technologies, automation, and process improvements that act as force multipliers for IT, security, productivity, and business operations.
- Partner with business leaders to improve workflows, reduce manual effort, strengthen controls, and elevate operational effectiveness beyond traditional IT operations.
- Challenge the status quo and lead practical transformation initiatives that improve resilience, service quality, automation, decision-making, and business agility.
- Support audit, compliance, access reviews, risk management, business continuity, disaster recovery, and governance activities.
- Communicate clearly with stakeholders from front-line users to senior leaders, translating technical details into business impacts, risks, options, and recommendations.
Position Competency Requirement:- Hands-on IT Operations Leadership
- Information Security and Data Protection Mindset
- Ownership, Accountability, and Sound Judgment
- Critical Thinking and Practical Problem Solving
- Clear Communication and Business Translation
- Team Leadership, Coaching, and Talent Development
- Adaptability and Comfort Wearing Multiple Hats
- AI, Automation, and Emerging Technology Orientation
- Business Partnership and Change Leadership
Education / Experience Requirements: - Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field, or equivalent practical experience.
- 10+ years of experience in IT Operations, infrastructure, systems administration, service desk, or technology operations, including experience leading or managing a technical team.
- 5+ years and proven ability to manage end-to-end IT operations, including service delivery, infrastructure, network, endpoint, cloud, vendors, incidents, changes, and project work.
- Strong hands-on knowledge of Microsoft technologies and cloud services, including Microsoft 365, Azure, endpoint management, identity, collaboration, and security administration required.
- Working knowledge of information security and data security practices, including identity and access management, data protection, backup and recovery, vulnerability management, endpoint security, monitoring, and secure operations required.
- Experience with IT service management practices, service desk metrics, incident management, change management, operational documentation, and continuous improvement.
- Experience identifying, assessing, or implementing automation, AI-enabled tools, or emerging technologies to improve productivity, resilience, security, or business outcomes is an asset.
- Comfort working in a smaller entrepreneurial environment where priorities shift, resources are lean, and leaders are expected to take ownership and wear multiple hats.
- Strong communication skills with the ability to simplify technical concepts, explain risks and trade-offs, and engage effectively with stakeholders at all levels.
- Can-do attitude, self-starter mindset, critical thinking, sound judgment, and willingness to get hands-on when needed.
