IT Operations Lead

About the role

The IT Operations Lead serves as a key operational leader within the Information Technology organization, ensuring reliable, secure, and efficient technology services that support employees across the company. This role drives operational excellence through service delivery, process improvement, reporting, and cross-functional coordination.

Responsibilities

• Lead and coordinate day-to-day IT operations to ensure employees receive reliable, secure, and high-quality technology services.
• Develop, implement, and continuously improve IT service delivery processes and operational best practices.
• Partner with business stakeholders to understand technology needs and deliver solutions that support organizational goals.
• Collaborate across CSG, BSS, and other operational teams to enhance the delivery, support, and management of technology services.
• Support endpoint management, asset lifecycle management, and operational technology initiatives.
• Track, analyze, and report on operational metrics to drive service improvements and support decision-making.
• Career Development
• Coordinate operational activities related to vulnerability remediation, compliance initiatives, and audit readiness efforts.
• Identify opportunities to streamline processes, automate manual tasks, and improve the employee technology experience.
• Develop and maintain operational documentation, procedures, and knowledge resources.
• Assist with planning, prioritization, and execution of technology projects and operational initiatives.
• Communicate effectively with employees, stakeholders, and IT leadership regarding operational priorities, performance, and improvements.
• Foster a culture of collaboration, accountability, customer service, and continuous improvement.

Requirements

• U.S. Citizenship required.
• Bachelor's degree in Information Technology, Information Systems, Business Administration, or a related field, or equivalent professional experience.
• 7+ years of experience in IT operations, service delivery, technical project coordination, or a related discipline.
• Demonstrated experience leading operational initiatives and coordinating cross-functional efforts.
• Experience supporting enterprise Windows and macOS environments.
• Experience with endpoint management solutions such as Microsoft Intune or similar platforms.
• Experience with Jira administration, workflow management, reporting, or operational tracking tools.
• Strong understanding of IT service management principles and operational best practices.
• Experience developing metrics, reporting, and operational performance measurements.
• Excellent communication, organizational, and stakeholder management skills.
• Ability to manage multiple priorities in a fast-paced environment.

Preferred Qualifications

• Experience supporting compliance frameworks such as CMMC, NIST 800-171, ISO 27001, or similar standards.
• Experience coordinating vulnerability management and remediation programs.
• ITIL Foundation certification or equivalent service management experience.
• Project management certifications such as PMP, CAPM, Agile, or Scrum.
• Experience working within government contracting, defense, or other highly regulated environments.

Why Join Us

At Ntrepid, you'll have the chance to shape the future of our core product and influence the way we build and deliver technology. We are committed to technical excellence, collaboration, and continuous improvement—and we value leaders who bring curiosity, creativity, and a passion for innovation. As IT Operations Lead, you'll play a critical role in improving how technology services are delivered across the organization while helping drive operational excellence, efficiency, and employee experience. You'll work alongside talented professionals in a collaborative environment where your ideas and contributions have a meaningful impact.

Work Location Requirements

To apply, candidates must reside in one of the following states where Ntrepid is authorized to conduct business: California, Florida, Georgia, Kansas, Maryland, Michigan, Nebraska, Nevada, North Carolina, Ohio, Pennsylvania, South Dakota, Texas, Virginia, Washington, or Wisconsin.