IT Operations Manager

Position Overview

The IT Operations Manager runs day-to-day IT operations, endpoint security, and support across Cordance HQ and its business units. The role is the hands-on owner of our IT tooling, our managed service providers, and the transition of business units onto a common HQ-managed platform.

Because Cordance operates across multiple business units, this role balances central standards with each unit's individual systems, audits, and deadlines. The IT Operations Manager also supplies the evidence and controls that business units need for SOC 2 and other security certifications.

Key Responsibilities

IT Operations and Support

• Own IT service management across HQ and business units, including ticket quality, escalations, and SLAs with the helpdesk provider (currently 1Path).
• Run joiner, mover, and leaver processes, including provisioning and removing access across Microsoft 365, Google Workspace, AWS, and business applications, working with HR on identity data from Rippling.
• Maintain and keep current the IT Operations Runbook, covering systems, procedures, contacts, and escalation paths.

Endpoint and Security Tooling

• Administer the RMM and endpoint stack, including NinjaOne for device management and SentinelOne for EDR, and keep device inventories reconciled between them.
• Administer email and web security, including Abnormal Security and Cisco Umbrella, across multi-org and EU tenants.
• Enforce agent installation and device compliance on all company-managed devices and follow up with non-compliant users.
• Triage security alerts and integration health issues and route them to the appropriate team or provider.

Infrastructure and Cloud

• Support the AWS landing zone and cloud access for business units and keep its documentation current.
• Manage identity, access, and tenant configuration across Microsoft 365 and Google Workspace environments.

Business Unit Integration and Vendor Management

• Deliver IT and security integration workstreams that move business units from legacy MSPs onto HQ-managed tooling and in-house support.
• Hold MSPs and vendors accountable to deadlines for onboarding, offboarding, and tool removal, and report status and risk to leadership.
• Review and approve MSP invoices and manage hardware procurement with suppliers.

Compliance Support

• Provide device, access, and configuration evidence for SOC 2 and other security certifications.
• Close gaps identified during audits and implement a continuous compliance framework to ensure infrastructure is audit-ready and compliant.

Competencies

• Strong IT operations and infrastructure management capabilities.
• Hands-on expertise managing identity, access, endpoints, and cloud environments.
• Ability to manage outsourced helpdesk providers, MSPs, and technology vendors against defined SLAs and deadlines.
• Ability to balance centralized IT standards with the needs of multiple business units and technology environments.
• Strong organizational skills with the ability to maintain accurate operational documentation and compliance evidence.
• Ability to communicate clearly with executives, vendors, and non-technical users.
• Strong ownership and follow-through when managing integrations, escalations, security issues, and audit requirements.

Required Qualifications

• 7+ years of experience in IT operations or infrastructure, including 3+ years leading IT operations or managing MSPs.
• Hands-on administration of Microsoft 365 / Entra ID and Google Workspace, including identity, access, and tenant settings.
• Hands-on experience with an RMM platform, with NinjaOne preferred, and an EDR platform, with SentinelOne preferred.
• Working knowledge of AWS and Azure, including IAM, account structure, and landing zones.
• Proven record of managing outsourced helpdesk or MSP contracts against SLAs and deadlines.
• Experience supporting SOC 2 or ISO 27001 audits with technical evidence.
• Experience with M&A integration or running IT across several business units or tenants.
• Clear written communication with executives, vendors, and non-technical users.
• Bachelor's degree in IT, computer science, or a related field, or equivalent experience.

Preferred Qualifications

• Experience with Abnormal Security, Cisco Umbrella, or similar email and DNS security tools.
• Scripting experience for automation using PowerShell, Bash, or Python.
• ITIL 4 Foundation certification.
• Microsoft 365 Administrator Expert or AWS Certified SysOps Administrator certification.
• Security certification such as CompTIA Security+, CISSP, or CISM.
• Familiarity with GDPR and managing EU data residency across tenants.
• Experience working with a global team, including overlap with India (IST) hours.

Success Measurements

• Consistent IT service delivery across Cordance HQ and its business units, including effective management of tickets, escalations, and SLAs.
• Accurate and compliant device inventories across IT and endpoint security platforms.
• Timely completion of business unit IT and security integrations onto HQ-managed tooling.
• Effective management of MSPs and vendors against agreed-upon deadlines and service expectations.
• Reliable identity, access, endpoint, and cloud administration across Cordance environments.
• Timely delivery of technical evidence and remediation of gaps identified through SOC 2 and other security audits.
• Up-to-date IT operations documentation, procedures, contacts, and escalation paths.