IT Operations Manager

What you'll do

• Serve as the primary IT contact for all employees at assigned West Coast office locations
• Maintain, monitor, and manage IT infrastructure including end-user devices, office networks, SaaS services, and AV systems
• Troubleshoot and resolve hardware, software, and connectivity issues with a focus on rapid resolution and high system availability
• Manage IT helpdesk tickets, ensuring issues are prioritized, tracked, and resolved within SLA targets
• Build and maintain a local knowledge base and self-service resources to empower users and reduce repeat requests
• Own the full device lifecycle: procurement, imaging, deployment, maintenance, and decommissioning for Mac and PC environments
• Manage MDM platforms (Jamf, Intune, or similar) including device enrollment, policy enforcement, app deployment, and compliance monitoring
• Coordinate hardware procurement with vendors, managing orders, inventory tracking, and asset management
• Oversee hardware and software asset management, maintaining accurate records and ensuring devices meet organizational standards
• Execute the full IT onboarding workflow for new hires: account creation, device provisioning, application access, and day-one readiness
• Manage IT offboarding processes including account deactivation, access revocation, device collection, and data handling
• Continuously refine onboarding and offboarding workflows to improve efficiency and employee experience
• Collaborate with HR, Finance, and hiring managers to ensure seamless technology transitions
• Administer Okta (or equivalent IdP) including user provisioning, SSO configurations, MFA enforcement, and group/policy management
• Process access requests, role changes, and entitlement reviews in alignment with security policies
• Implement and maintain security measures across the identity stack, monitoring for vulnerabilities and responding to incidents
• Troubleshoot authentication and authorization issues across the SaaS application stack
• Manage and maintain office network infrastructure including Wi-Fi, switches, and local connectivity
• Own conference room AV systems: setup, maintenance, troubleshooting, and upgrades
• Coordinate with building management and ISPs for connectivity issues and office moves
• Ensure office technology environments are reliable, secure, and support hybrid work requirements
• Participate in ISO audit processes including evidence gathering, controls documentation, and audit walkthroughs
• Enforce endpoint security policies through MDM and ensure devices meet compliance standards
• Support vulnerability management and patch compliance at the endpoint level
• Establish and maintain IT policies, procedures, and best practices to improve operational efficiency and security posture
• Escalate security incidents appropriately and assist with incident response as needed
• Engage with external vendors for hardware, software, and services procurement
• Manage vendor relationships to ensure quality service delivery and cost-effectiveness
• Oversee contract renewals, maintenance agreements, and software licensing
• Evaluate new tools and technologies that could improve IT service delivery at your sites
• Lead and execute IT projects at your sites, including system upgrades, office buildouts, and technology rollouts
• Define project scope, timelines, deliverables, and resource requirements for site-level initiatives
• Collaborate with other departments such as HR, Finance, and Operations to ensure alignment on technology needs and implementations
• Provide input into long-term IT strategy and roadmap development based on site-level observations and needs

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent practical experience
• 5+ years of experience in IT system administration, IT operations, or a similar multi-discipline IT role
• Proven ability to independently manage corporate IT across multiple disciplines in a fast-paced technology environment
• Strong hands-on experience with macOS and Windows endpoint management in enterprise environments
• Proficiency with MDM platforms (Jamf, Intune, Kandji, or similar) including policy configuration, app deployment, and compliance enforcement
• Experience administering identity providers (Okta, Azure AD, or similar) including SSO, MFA, and user lifecycle management
• Working knowledge of networking fundamentals: Wi-Fi, DNS, DHCP, VPNs, and basic firewall concepts
• Strong problem-solving skills with the ability to work independently and manage multiple priorities simultaneously
• Excellent communication skills, with the ability to explain complex technical concepts to non-technical stakeholders

Tech stack