IT Operations Manager

Job Summary

ECHO Incorporated is seeking an experienced IT Operations Manager to lead the day-to-day delivery, support, and performance of IT services across the organization. Reporting to the CIO, this role oversees the stability, availability, and effectiveness of core IT systems and services.

Duties/Responsibilities

• IT Service Delivery & User Support
  • Lead IT support team and manage ticketing, SLAs, and escalations.
  • Ensure timely resolution of end-user issues and clear communication during incidents.
  • Identify recurring issues and drive long-term improvements.
  • Oversee onboarding and offboarding processes.
• Infrastructure, Systems & Cloud Operations
  • Oversee daily IT infrastructure and enterprise systems.
  • Support Microsoft 365 and identity platforms (Okta, Entra ID).
  • Manage system maintenance, patching, upgrades, and lifecycle.
  • Support Azure, VMware, and proactive system monitoring.
• Network & Connectivity
  • Oversee LAN/WAN, VPN, wireless, and firewall environments (Fortinet).
  • Troubleshoot and coordinate escalation of network issues.
• Incident & Operational Management
  • Lead response to major incidents and coordinate resolution across teams/vendors.
  • Maintain documentation, standardize processes, and drive service improvements.
• Leadership & Team Management
  • Lead, coach, and develop IT support team.
  • Manage workload, priorities, and performance expectations.
  • Foster a collaborative, customer-focused culture.

Requirements

• 5+ years in IT support, operations, or infrastructure.
• Experience leading or supervising IT teams.
• Hands-on experience with Microsoft 365 and identity tools (Okta, Entra ID).
• Experience with Azure, VMware, and system administration.
• Knowledge of network infrastructure (LAN/WAN, VPN, firewalls—Fortinet preferred).
• Experience managing incidents, outages, and process improvements.
• Strong leadership, communication, and team management skills.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field.

Benefits

• 11 paid holidays
• Extremely affordable medical, dental, and vision insurance
• Paid time off
• Yearly bonus potential
• 5% 401K match
• Tuition reimbursement

Pay & Schedule

The salary range for this position is $125,000-$135,000 based on experience and qualifications. This is a hybrid position offering the flexibility of working from home and on-site at our Lake Zurich facility.

Equal Opportunity Employer

We are an equal opportunity employer and welcome all applicants.