IT Operations Manager

Description

The IT Operations Manager leads day-to-day IT operations and employee technology support across a mixed Windows and Apple (macOS) environment. The role ensures that systems, networks, endpoints, and cloud services are reliable, secure, and aligned with business needs. The manager leads a team that includes a security analyst, system administrators, and a helpdesk technician. Additional responsibilities include Microsoft 365 administration and licensing, SOC 2 compliance, and infrastructure modernization, including the planned transition from on-premises Active Directory to Microsoft Entra ID and Microsoft Intune.

Requirements

1. Lead daily IT operations and employee support across Windows and Apple (macOS) devices, including service-desk performance, ticket prioritization, escalations, and timely issue resolution.
2. Oversee employee onboarding, role changes, and offboarding, including device provisioning, account access, licensing, and secure deprovisioning.
3. Administer and optimize Windows and Apple endpoint management, monitoring, patching, automation, software deployment, and asset visibility through NinjaOne.
4. Manage endpoint security and threat-response capabilities using Huntress and SentinelOne, coordinating investigation, remediation, and escalation when incidents occur.
5. Plan and lead the migration from on-premises Active Directory to Microsoft Entra ID and Microsoft Intune, including identity, access, device enrollment, policy, and change-management activities.
6. Administer Microsoft 365 services and licensing, including Exchange Online, Teams, SharePoint, Entra ID, Intune, and Purview; monitor license use and recommend cost-effective allocations.
7. Monitor infrastructure and service performance, capacity, backups, recovery readiness, and redundancy; maintain accurate documentation, knowledge articles, procedures, and IT asset inventory in Snipe-IT.
8. Own IT-related SOC 2 operational controls and evidence collection in Drata; maintain policies and procedures, address control gaps, and support audits and remediation efforts.
9. Manage IT vendors and service providers, including contracts, renewals, service performance, licensing, internet, cloud services, and hardware support.
10. Lead, recruit, coach, and develop a team that includes a security analyst, system administrators, and a helpdesk technician; set clear expectations, evaluate performance, and strengthen service quality and technical capability.
11. Perform other duties as assigned; this description is not intended to contain a comprehensive listing of all activities, duties, or responsibilities required of the employee.

Qualifications

• Associate degree in information systems, computer science, business, or a related field preferred; an equivalent combination of education and experience will be considered. At least five years of relevant technical experience supporting business infrastructure and end users is required.
• Experience leading a multidisciplinary IT operations team covering security, systems administration, and helpdesk support, including coaching, performance management, and escalation oversight.
• Experience delivering employee-focused IT support in mixed Windows and Apple (macOS) environments, including account lifecycle management, device provisioning, and service-desk operations.
• Hands-on experience with NinjaOne, Huntress, SentinelOne, Drata, and Snipe-IT, or comparable endpoint management, security, GRC, and IT asset-management platforms.
• Working knowledge of on-premises Active Directory and experience planning or executing migrations to Microsoft Entra ID and Microsoft Intune.
• Strong Microsoft 365 administration experience, including licensing, Exchange Online, Teams, SharePoint, Entra ID, Intune, and Purview.
• Strong understanding of business networks, cloud infrastructure, virtualization, backup, recovery, and security fundamentals; AWS and Proxmox experience is preferred.
• Ability to use command-line and scripting tools across Windows, macOS, and Linux, including PowerShell, Bash, Zsh, and batch scripting; familiarity with Jira and Confluence is preferred.
• Experience managing technology vendors, contracts, renewals, licensing, and service-performance expectations.
• Strong service orientation and written and verbal communication skills, with the ability to explain technical issues clearly and produce effective documentation.
• Ability to prioritize competing needs, meet deadlines, work independently in a fast-paced environment, and resolve problems with urgency, attention to detail, and sound judgment.
• Proactive, collaborative leadership style with a continuous-learning mindset and demonstrated ability to lead change, improve processes, build alignment, and develop teams.
• Relevant certifications are beneficial but not required, including CompTIA, Microsoft Endpoint or Azure, AWS, Apple device management, or ITIL certifications.

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NCCER is an equal opportunity employer. No one shall be denied employment or opportunity based on race or color, sex, age, national origin, religion, physical or mental disability, veteran’s status, marital status, gender identity or sexual orientation. NCCER also provides reasonable accommodations to individuals with disabilities and bona fide religious beliefs, provided that such accommodation does not constitute an undue hardship on the Company.