Senior Manager - IT Operations

Responsibilities

• Lead the Incident Management function end-to-end: triage, prioritization, escalation, resolution, and post-incident review.
• Own SLA adherence and drive a culture of continual service improvement.
• Oversee desktop and end-user support operations, ensuring timely, consistent resolution of hardware, software, and peripheral issues across all office locations.
• Manage office network and WiFi infrastructure including switches, access points, firewall configurations, and ISP relationships.
• Ensure network availability, performance, and security baseline compliance.
• Maintain operational stability and ensure end-user productivity across the organization.
• Develop and maintain operational runbooks, escalation procedures, and a service catalog.
• Establish clear ownership and accountability for each operational domain.
• Own vendor and contract management for hardware, software, and managed service providers.
• Evaluate renewals, negotiate terms, and ensure service quality commitments are met.
• Define, track, and report on KPIs and SLAs: incident volume, resolution times, ticket aging, network uptime, and user satisfaction scores.
• Partner with IT leadership to identify automation and tooling opportunities that reduce manual operational burden and improve service quality at scale.
• Lead, coach, and develop a team of IT operations professionals including help desk technicians and network support staff.
• Set performance expectations and foster a service-oriented culture.
• Support IT risk, compliance, and audit readiness activities including asset management, endpoint security standards, and technology policy enforcement.
• Own and govern the IT Change Management process, including the Change Advisory Board (CAB) cadence, change request intake, risk assessment, approval workflows, and post-implementation reviews.
• Ensure changes to production systems are controlled, communicated, and traceable to minimize service disruption.

Qualifications

• 10+ years of progressive IT operations experience, with a minimum of 3 years in a people management or team lead role overseeing multiple operational functions simultaneously.
• Proven track record managing incident management programs at scale, including SLA governance, escalation frameworks, and post-incident review (PIR) processes aligned to ITIL v4 or equivalent frameworks.
• Familiarity in enterprise network and WiFi infrastructure: routing, switching, access points (Cisco Meraki, Fortinet, or equivalent), Cisco Umbrella, ISP management, and network monitoring tools.
• Demonstrated experience managing and provisioning Windows devices and MacBooks at scale, including MDM policy configuration, app deployment, OS lifecycle management, and device enrollment using Microsoft Intune (Windows) and Jamf (macOS).
• Working knowledge of Microsoft Entra ID for identity management, conditional access policies, and device compliance is required.
• Deep understanding of endpoint security fundamentals, including device compliance, identity integration, and baseline configurations.
• Proven ability to manage expectations and navigate escalations from company leadership, including C-suite and executive stakeholders.
• Comfortable operating with visibility, translating complex technical issues into clear business impact, and maintaining composure and credibility under pressure.
• Broad proficiency with Microsoft 365 (M365) administration, SharePoint, Teams, and licensing management.
• Experience integrating M365 services with Entra ID for SSO, MFA, and conditional access is strongly preferred.
• Demonstrated experience collaborating with and managing Managed Service Providers (MSPs), including defining scope of work, enforcing SLAs, conducting performance reviews, and maintaining clear escalation paths between internal teams and external partners.
• Embolates Oncourse Home Solution’s SUPER values and brings those values to life through people leadership.
• Track record of building, coaching, and sustaining high-performing technical teams; setting clear expectations, cultivating accountability, recognizing excellence, and developing talent for growth within the organization.
• Computer Skills Needed To Perform The Job: Proficient in ITSM platforms (ServiceNow, Freshworks, Jira Service Management, or equivalent) for ticket management, SLA tracking, and reporting. Proficient in Microsoft Intune for Windows device management and Jamf Pro for macOS/iOS device management, including policy enforcement, app deployment, conditional access, and automated enrollment workflows. Microsoft 365 (M365) administration experience required; Entra ID administration experience required.