IT Operations Manager

Position Title: IT Operations Manager

Location: Austin, TX (Onsite)

Direct Hire

IT Operations Manager – Job Description 

The IT Operations Manager will have accountability for the IT infrastructure services, security, and end-user service support.  These services can be provided by both internal employees and external IT service providers.   Accountabilities include development of plans and protocols to ensure a reliable and secure environment and top-notch user support.  Scope of responsibilities include:

• Azure AD/Entra ID and O365, including SharePoint, Teams, and related Apps.
• Security protocols, monitoring, and actioning (this includes O365 and Entra policies).
• Internet, network, and VoIP services.
• Service Desk
• Endpoint management, both Windows and iOS.

Responsibilities include:

• Work with the IT staff and management to develop technology and service roadmaps for all areas of accountability.
• Manage service providers and internal teams to ensure they are meeting performance expectations and service level agreements.
• Staff performance management and coaching.
• Partner with IT leadership to develop long term sourcing strategies.
• Serve as the SME in Endpoint, Cloud, network, and security technologies.
• Establish and manage end-user services (service desk) protocols to include coverage for extended hours and weekends. 
• Implement, monitor, and manage IT Security policies and related toolsets and playbooks.
• Implement, monitor, and manage SLAs.
• Ensure established IT controls are in place and actioned.
• Manage and monitor O365 and Entra ID environments, including operational and security policies.
• Provision services for new locations, to include Internet services, networks, computers, and other technology device.
• Provide escalation support and guidance to the team. Includes on-site analysis, diagnosis, and resolution of technology problems, leading the recommendation and implementation of corrective solutions.
• Manage the IT operations technology lifecycle and related hardware/software to deliver at required service levels/metrics and align with corporate and department goals.
• Manage the inventory and catalog of technology, computer equipment, software, and services deployed in the organization.
• Lead the IT Vulnerability and Patch Management Program for end-user and server technology, support organizational IT risk management.
• Operate the Security Awareness training program across the organization and participate in the annual Penetration Test, Disaster Recovery Exercise, and Cyber Incident Response tabletop exercises.
• Device configuration and management, including hardening and timely patching.
• Ensure adherence to regulatory requirements, standards, SOPs, and protocols.
• Advise, evaluate and report on information technology risks; implement risk remediations and monitoring protocols. 
• Prepare threat and risk assessments, including for systems introductions and system changes.
• Design, implementation, and administration of WAN and LAN components including devices, cabling, racks, and backup power.
• Oversee the administration of networks and related security components (e.g. firewalls).
• Develop protocols and effectively manage incident/event management, problem management, change management, event management, and request management processes.
• Oversee services provided by MSSPs such as VoIP, WAN, and security.
• Partner with HR, and other supporting departments as applicable, to define and implement employee onboarding and offboarding processes to ensure accounts and equipment are provisioned in a timely manner.

Skills and Experience:

• Bachelor’s degree in computer science, information technology, or related field.
• Minimum 3 years of experience as an IT Manager over infrastructure and service support, including staff.
• Minimum 5 years of experience with Microsoft Windows OS and device management.
• Strong experience (5+ years) in O365 and Azure Ad/Entra ID, including related system policies, Networks (including LAN, WiFi, firewalls), Windows and Apple OS, and device management and service desk software.
• Hands-on experience with IT security, specifically O365/Azure policies, SOPs, firewalls, tools, and other related protocols.
• Critical thinker; strong analytical and troubleshooting skills, with a sense of urgency and accountability.
• Effective communication, organization, and problem-solving skills.
• Extremely comfortable in a fast-paced high growth environment.
• Works well under pressure.
• Passionate, adaptable, customer focused and teamwork oriented.
• Ability to build solid relationships in teams, with peers and management.
• Enthusiastic, self-motivated, self-starter and maintains positive attitude.