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.