IT Operations Manager

About the role

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.

Responsibilities

• Lead daily IT operations and employee support across Windows and Apple (macOS) devices, including service-desk performance, ticket prioritization, escalations, and timely issue resolution.
• Oversee employee onboarding, role changes, and offboarding, including device provisioning, account access, licensing, and secure deprovisioning.
• Administer and optimize Windows and Apple endpoint management, monitoring, patching, automation, software deployment, and asset visibility through NinjaOne.
• Manage endpoint security and threat-response capabilities using Huntress and SentinelOne, coordinating investigation, remediation, and escalation when incidents occur.
• 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.
• Administer Microsoft 365 services and licensing, including Exchange Online, Teams, SharePoint, Entra ID, Intune, and Purview; monitor license use and recommend cost-effective allocations.
• Monitor infrastructure and service performance, capacity, backups, recovery readiness, and redundancy; maintain accurate documentation, knowledge articles, procedures, and IT asset inventory in Snipe-IT.
• 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.
• Manage IT vendors and service providers, including contracts, renewals, service performance, licensing, internet, cloud services, and hardware support.
• 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.
• Perform other duties as assigned.

Requirements

• 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.