Manager, IT Operations

Responsibilities

• Lead daily IT operations and support delivery for helpdesk, endpoint, collaboration, and employee technology services.
• Manage and mentor IT support staff or vendor resources, setting expectations for ticket quality, SLA performance, documentation, and customer experience.
• Serve as escalation point for high-priority users and complex issues across Microsoft 365, Windows, macOS, mobile devices, connectivity, peripherals, and productivity tools.
• Oversee endpoint lifecycle management, including procurement, deployment, MDM enrollment, asset tracking, repair, refresh, and retirement for Apple and Windows devices.
• Administer and improve workflows for Microsoft 365, SharePoint, Intune, Jamf, Okta or equivalent identity tools, Zoom, Fresh Service, and other core SaaS platforms.
• Partner with Security, Compliance, HR, Facilities, and Finance on onboarding, offboarding, access changes, device compliance, asset recovery, and audit-ready procedures.
• Own executive, conference room, and corporate A/V support, ensuring meetings, events, and hybrid collaboration spaces are reliable and professionally supported.
• Perform root-cause analysis for recurring incidents, access issues, endpoint problems, and support bottlenecks; recommend long-term process, automation, or training improvements.
• Coordinate with Level 3 teams, vendors, and service providers when needed, ensuring timely and documented resolution.
• Build and maintain IT runbooks, user guides, knowledge base content, and training materials to improve self-service and support consistency.

Qualifications

• 10+ years of experience in IT operations, end-user support, helpdesk management, infrastructure support, or related enterprise IT functions.
• 3+ years of experience leading, managing, mentoring, or supervising IT support teams, technical operations staff, contractors, or vendor resources.
• Strong understanding of Microsoft 365, Windows, macOS, Apple and PC hardware, MDM, SaaS administration, identity workflows, and corporate A/V systems.
• Proven ability to lead helpdesk operations, optimize ticket workflows, maintain SLA discipline, and communicate with technical and non-technical stakeholders.
• Experience with IT asset management, procurement, vendor coordination, lifecycle planning, documentation, and secure support operations.
• Ability to thrive in a fast-paced, multitasking environment and respond effectively to shifting priorities and confidential information.