IT Operations Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee daily IT operations, which include help desk assistance, application support, service delivery, incident management, and operational technology administration.

• Supervise the Help Desk, EDI, and other personnel engaged in IT operational support.

• Act as the main escalation point for issues related to operational technology, application support, reporting, workflow, and business systems.

• Develop and implement operational procedures, support standards, documentation, and metrics for service delivery.

• Monitor operational performance and pinpoint opportunities for enhancing efficiency, service quality, and user experience.

• Provide leadership, guidance, mentoring, coaching, performance management, recruitment, onboarding, training, succession planning, and support for professional development.

• Manage enterprise applications including Microsoft 365, Adobe, RingCentral, AskNicely, NICE inContact, and others.

• Handle licensing, user provisioning, access management, configuration governance, renewals, vendors, and service providers.

• Supervise EDI operations, client onboarding, implementation coordination, testing, production readiness, and post-implementation support.

• Coordinate activities among clients, IT operations, vendors, development resources, and business stakeholders.

• Oversee support for proprietary software and business systems, including reporting requests, data validation, SQL-based reporting solutions, and troubleshooting Crystal Reports.

• Coordinate Azure and cloud services, identity systems, access controls, monitoring, infrastructure support, business continuity, disaster recovery, and incident response activities.

• Collaborate with Development, Cybersecurity, Data Analytics, Infrastructure, vendors, clients, and executive leadership.

• Assist with operational technology expenditures, vendor invoices, purchases, contract administration, and other tasks assigned by technology leadership.

⛳️ Requirements

• A Bachelor's degree in Information Technology, Information Systems, Computer Science, Business Administration, Technology Management, or a related field is required; an equivalent combination of education and relevant experience may also be accepted.

• A minimum of five (5) years of progressively responsible experience in IT operations, service delivery, technical support, application support, systems administration, or related technology roles is required.

• At least two (2) years of supervisory, team leadership, or people management experience is mandatory.

• Proven experience in leading, mentoring, developing, or coordinating technical staff and operational technology activities.

• Strong grasp of IT operations, service delivery, application support, endpoint management, business systems administration, and operational security practices.

• Comprehensive understanding of customer service principles, incident management processes, escalation management, service performance measurement, and continuous improvement practices.

• Extensive knowledge of Microsoft 365 administration, SaaS application management, software licensing, identity and access management, and cloud technologies.

• Practical knowledge of Azure administration, infrastructure operations, reporting solutions, SQL databases, Crystal Reports, and business application environments.

• Proficient computer skills with expertise in Microsoft Office Suite products.

• Must be eligible to work in the United States for any employer without the need for sponsorship.

🏝️ Benefits

• Paid time off

• Medical insurance

• Dental insurance

• Vision insurance

• Short-term disability

• Long-term disability

• Life insurance

• AD&D insurance

• 401(k) with match

• Critical illness coverage

• Legal plan

• Identity theft coverage

• Pet insurance

• Discount programs

• Remote work arrangement