IT Operations Manager

Key Responsibilities

System Administration & End-User Support

• Serve as the primary IT contact for all employees at assigned West Coast office locations

• Maintain, monitor, and manage IT infrastructure including end-user devices, office networks, SaaS services, and AV systems

• Troubleshoot and resolve hardware, software, and connectivity issues with a focus on rapid resolution and high system availability

• Manage IT helpdesk tickets, ensuring issues are prioritized, tracked, and resolved within SLA targets

• Build and maintain a local knowledge base and self-service resources to empower users and reduce repeat requests

Device Management & Procurement

• Own the full device lifecycle: procurement, imaging, deployment, maintenance, and decommissioning for Mac and PC environments

• Manage MDM platforms (Jamf, Intune, or similar) including device enrollment, policy enforcement, app deployment, and compliance monitoring

• Coordinate hardware procurement with vendors, managing orders, inventory tracking, and asset management

• Oversee hardware and software asset management, maintaining accurate records and ensuring devices meet organizational standards

Employee Onboarding & Offboarding

• Execute the full IT onboarding workflow for new hires: account creation, device provisioning, application access, and day-one readiness

• Manage IT offboarding processes including account deactivation, access revocation, device collection, and data handling

• Continuously refine onboarding and offboarding workflows to improve efficiency and employee experience

• Collaborate with HR, Finance, and hiring managers to ensure seamless technology transitions

Identity & Access Management

• Administer Okta (or equivalent IdP) including user provisioning, SSO configurations, MFA enforcement, and group/policy management

• Process access requests, role changes, and entitlement reviews in alignment with security policies

• Implement and maintain security measures across the identity stack, monitoring for vulnerabilities and responding to incidents

• Troubleshoot authentication and authorization issues across the SaaS application stack

Office Infrastructure & AV

• Manage and maintain office network infrastructure including Wi-Fi, switches, and local connectivity

• Own conference room AV systems: setup, maintenance, troubleshooting, and upgrades

• Coordinate with building management and ISPs for connectivity issues and office moves

• Ensure office technology environments are reliable, secure, and support hybrid work requirements

Security & Compliance

• Participate in ISO audit processes including evidence gathering, controls documentation, and audit walkthroughs

• Enforce endpoint security policies through MDM and ensure devices meet compliance standards

• Support vulnerability management and patch compliance at the endpoint level

• Establish and maintain IT policies, procedures, and best practices to improve operational efficiency and security posture

• Escalate security incidents appropriately and assist with incident response as needed

Vendor & Partner Management

• Engage with external vendors for hardware, software, and services procurement

• Manage vendor relationships to ensure quality service delivery and cost-effectiveness

• Oversee contract renewals, maintenance agreements, and software licensing

• Evaluate new tools and technologies that could improve IT service delivery at your sites

Project Management & Cross-Functional Support

• Lead and execute IT projects at your sites, including system upgrades, office buildouts, and technology rollouts

• Define project scope, timelines, deliverables, and resource requirements for site-level initiatives

• Collaborate with other departments such as HR, Finance, and Operations to ensure alignment on technology needs and implementations

• Provide input into long-term IT strategy and roadmap development based on site-level observations and needs

Required Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent practical experience

• 5+ years of experience in IT system administration, IT operations, or a similar multi-discipline IT role

• Proven ability to independently manage corporate IT across multiple disciplines in a fast-paced technology environment

• Strong hands-on experience with macOS and Windows endpoint management in enterprise environments

• Proficiency with MDM platforms (Jamf, Intune, Kandji, or similar) including policy configuration, app deployment, and compliance enforcement

• Experience administering identity providers (Okta, Azure AD, or similar) including SSO, MFA, and user lifecycle management

• Working knowledge of networking fundamentals: Wi-Fi, DNS, DHCP, VPNs, and basic firewall concepts

• Strong problem-solving skills with the ability to work independently and manage multiple priorities simultaneously

• Excellent communication skills, with the ability to explain complex technical concepts to non-technical stakeholders

Preferred Qualifications

• Experience supporting technology teams in AdTech, MarTech, or data-driven industries

• Relevant certifications (Apple Certified Support Professional, Jamf Certified, Okta Certified Professional, CompTIA, ITIL)

• Experience with IT service management tools (Jira Service Management, ServiceNow, Freshservice, or similar)

• Comfort with scripting and automation to streamline repetitive IT tasks (Bash, PowerShell, Python, or similar)

• Experience with AV/conference room technology setup and support

• Experience supporting distributed, international teams across multiple time zones

• Familiarity with cloud services (AWS, Azure, Google Cloud) in a supporting capacity

• Background scaling IT operations during rapid company growth phases

• Experience supporting ISO, SOC 2, or similar compliance frameworks in an IT capacity

• Knowledge of cybersecurity principles, including endpoint encryption, patch management, and data protection

Cultural Fit

• Tenacious & Zealous: You take ownership of your sites and take pride in keeping everything running smoothly. No problem is someone else’s problem.

• Courageous Voice: You advocate for the right technology decisions and raise concerns early, regardless of hierarchy.

• Simplify Complexity: You have the ability to manage complex IT environments but always seek the simplest, most maintainable solution.

• Fast Learner: Technology changes constantly and you stay current, adapting quickly to new tools and platforms.

• Humble & Grateful: No task is too small. You’ll image a laptop, crawl under a desk to fix a cable, and present to leadership in the same day.